Overseas travellers are at risk of having their plans thrown into chaos as the Australian Passport Office continues to struggle under record-breaking demand.
That frustration is translating into hundreds of complaints to the Commonwealth Ombudsman over the past 12 months.
Elesha Steadman was one of those who made a complaint after waiting almost three months for her five-year-old daughter Ayla's passport, which she said was yet to arrive.
Ms Steadman was told to expect the application process to take six weeks, but allowed four months for them to arrive.
She contacted the Australian Passport Office in early August and was told her daughter's application had not progressed at all, but would be made a priority and would be available after seven days.
Almost two weeks later with no contact, a different call centre operator said there was no telling how long it could take.
"It's the lack of communication that I have found to be quite appalling, throughout the process," Ms Steadman said.
"I'm frustrated with the miscommunication, or the lack of honesty and transparency in the actual delayed wait time."
She said she spoke to the passport office call centre on Tuesday, and was told she may have to line up at its Brisbane office within 24 hours of her flight.
"She said, 'Well, people just have to cancel their flights'," Ms Steadman said.
Traveller's mercy dash for passport
Cooroy resident Scott Lowe said he applied for passports for his five-year-old son and two-year-old daughter in May, allowing three months for them to arrive.
"We launched both of their passports on the 18th of May, which was a Wednesday at 10am," he said.
He and wife Nat both grew up in New Zealand, and their trip would introduce their young daughter to her extended family.
Mr Lowe began to worry when his son's passport had not arrived at the eight-week mark.
Then he started making calls.
He was told the passport application would be escalated.
"Two weeks later, heard nothing, so rang again and it was the same PR spiel over the phone, and they put another escalation on it," he said.
From there, he was told there was nothing more to be done.
So he contacted the offices of his local MP, Foreign Minister Penny Wong and Prime Minster Anthony Albanese.
On Monday, five days before the family was due to fly out of Brisbane, they were told their passport had been printed and was ready for collection.
Frustrations drive flood of complaints
The Office of the Commonwealth Ombudsman handles complaints about federal government departments and offices.
From July last year to June 2022, the Ombudsman received 649 complaints about passport delays, the equivalent of almost two every day over 12 months.
It has already received 101 complaints on the same topic in the past six weeks.
In a statement, the Office of the Ombudsman said it was working with the passport office to "assess how it is managing application volumes and communicating processing times".
"We understand processing times have improved in recent weeks, and this is evidenced by reduced complaints to our office during August 2022," the statement reads.
Passport office says it's doing its best
The Australia Passport Office defended its processing efforts in a statement through the Department of Foreign Affairs and Trade.
A spokesperson said most people had their passports back after six weeks, but applications for children could take longer.
"This is shorter than the average processing times seen in other countries following the reopening of international borders," the spokesperson said.
The spokesperson said the passport office doubled its staff since late May — from 730 to 1,500 — and they were working overtime "to ensure travelling Australians can receive their passports as quickly as possible".
The office also warned those hoping to travel abroad on the upcoming school holidays to have their applications in early.
"As school holidays draw closer, the APO's advice to Australians is to plan well ahead of their intended travel dates, including renewing or applying for their passport."
