Maj. Gen. Elia Costa, the Director General of Civil Registry, Nationality, Passport and Immigration - Photo credit: Eye Radio/Awan Moses

The Directorate of Civil Registry, Nationality, Passports and Immigration has issued a public apology over prolonged delays in the issuance of passports and nationality documents, attributing the problem to unpaid fees owed to the company responsible for producing the official booklets.

Speaking on Eye Radio’s Sundown Show on Thursday, the Director General of Immigration, Major General Elia Costa Faustino, said the delays were beyond the control of his office and resulted from the government’s failure to settle payments with the foreign supplier.

According to Major General Costa, the non-payment disrupted the production of passport and nationality ID booklets, leaving thousands of applicants waiting for months without receiving their documents.

“We apologize to our people for the delay in issuing passports and nationality documents,” he said.

“This delay is not our fault but is due to the non-payment of fees to the company that produces the passport and nationality ID booklets. This has caused delays up to this moment.”

He, however, assured the public that the situation is expected to improve after a new agreement was reached with the company. Costa said the department would soon announce the resumption of normal services, promising faster and more reliable processing.

“Soon, we will announce to the public that there will be no more delays. Everything will be available, and whenever you apply for a passport or nationality card, you will receive it without delay,” he added.

The apology comes amid growing public frustration, with many citizens complaining of long waiting periods and a lack of communication from immigration offices.

Several applicants have voiced their concerns on social media and radio talk shows, accusing the department of poor transparency.

Major General Costa called on the public to remain calm, saying the directorate is committed to restoring confidence through improved service delivery. He also said an official statement will soon be issued detailing new procedures and timelines for passport and nationality processing.