The Nigeria Immigration Service has defended the performance of its Contactless Passport Application platform, saying the technical glitches that initially affected the system have been resolved.
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This is even as Nigerians in the United Kingdom continue to complain about delays in passport processing and poor communication at the Nigerian High Commission in London.
The Service said the introduction of its NIS Mobile application had effectively addressed the long-standing challenge of securing appointments for passport biometric enrolment, describing the platform as a major improvement in passport administration for Nigerians abroad.
Speaking on the complaints in a statement on Saturday, the spokesman for the NIS, Akinsola Akinlabi, said the mobile application, introduced in the UK in 2024, had undergone several upgrades based on users’ feedback.
According to him, the improvements have eliminated the technical issues that initially affected the platform.
“The issue of long waiting periods to secure appointments for passport biometric enrolment at the High Commission is something the government has addressed with the introduction of the Contactless Passport Application App (NIS Mobile), available on the Play Store and App Store, or alternatively through our website.
“The App has undergone a series of upgrades with new updates to address applicants’ complaints since its launch in the UK in 2024. Glitches on the App are now a thing of the past,” he said.
The Immigration Service encouraged passport applicants to follow its official social media platforms for updates on application procedures and new improvements to the digital platform.
Akinlabi also explained that applicants who had already been given distant biometric appointment dates could migrate to the contactless platform and complete the enrolment process themselves, provided they met the eligibility requirements.
He, however, clarified that the self-service option was only available for passport renewals involving expired passports or passports due to expire within one year.
“Applicants who got long appointment dates can still switch to the App to self-enrol as long as the application is for renewal due to expiry or at least a year to expire.
“It must, however, be noted that replacement of lost passports, change of date and first-time application are not allowed on the App,” he said.
The spokesman further disclosed that applicants below the age of 18 are also ineligible to renew their passports through the contactless platform.
Responding to complaints that officials at the Nigerian High Commission in London rarely respond to telephone calls or emails, Akinlabi said the Immigration Service was not directly responsible for the mission’s front-office operations.
According to him, while the High Commission manages customer-facing services, the Immigration Service maintains regular communication with the mission to improve service delivery on immigration-related matters.
“The High Commission runs the front office of the Mission and the Service may not be in the position to respond to this. However, the Service is in constant communication with the Mission on the best possible approach to attend to enquiries from Nigerians in the diaspora, especially those bordering on immigration duties,” he said.
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