The Parliamentary Ombudsman visits Identità

The Parliamentary Ombudsman visits Identità

Published December 17, 2025

The Parliamentary Ombudsman Judge Joseph Zammit McKeon visited Identità following an invitation from the Agency’s Chief Executive Officer, Col. (Ret) Adv. Edric Zahra. The visit focused on observing the agency’s daily operations and gaining a closer understanding of how its services are delivered to the public.

Identità is Malta’s national agency for identity management and migration processes. Established in 2013 under Subsidiary Legislation 595.07 and operating under the Public Administration Act, it provides essential services related to identity documentation and civil status through secure and efficient systems.

The visit opened with a presentation by the CEO, who outlined the main services provided by Identità. These included the issuance of e-ID cards, passports, residence permits and visas, as well as the registration and issuing of acts of civil status. The agency also manages the Public Registry and the Searches Unit, which handle the registration, preservation, and retrieval of public deeds and Acts of Civil Status, which form an important part of Malta’s administrative and legal records.

The Ombudsman was briefed on the operational units responsible for delivering these services. These include the Identity Cards Unit, Passport Office, Public Registry, Searches Unit, Central Visa Unit and Expatriates Unit, each with a distinct role within the identity and migration system.

Judge Zammit McKeon thanked the CEO for the initiative. He noted that seeing the daily workflow and the interaction between staff and the public provides important context for understanding how services operate in practice. He explained that the Office of the Ombudsman not only investigates complaints but also guides people who are unsure where to seek assistance. In many cases this informal help resolves matters early, avoiding the need for a formal complaint. He reaffirmed that the purpose of the Ombudsman’s work is to help public administration identify solutions that improve processes and ensure fair service to the public.

Following the meeting, the Ombudsman toured several sections at Identità’s head office. He met employees during their normal workday and observed first-hand the procedures; volume of work and systems used across the agency.

The Office of the Ombudsman welcomes regular engagement with public entities to support a more transparent, effective and service-oriented public administration.