Citizens' Advice Bureau

How can we help you?

Whether you need an identity card, a registration certificate, a police clearance certificate or a passport, we will be happy to help you at the Citizens' Office on Neutorplatz.

Please make sure you book an appointment before your visit. This is quick and easy via our online appointment booking system.

Current information on legal changes in 2025

In 2025, new regulations governing passports and identity cards will come into force.

Biometric passport photographs

From 1 May 2025, new regulations will apply to biometric passport photographs. In future, these must be taken directly at the citizens' office or by a certified organisation or photographer.

This change is intended to improve the quality of passport photographs and prevent tampering. Passport photographs brought in by applicants themselves will no longer be accepted from 1 May 2025.

Direct delivery of identity documents

Another new feature is the optional direct delivery of identity documents. From spring 2025, citizens will be able to choose whether passports and identity cards are to be sent by post directly to their home address. This will eliminate the need to visit the Citizens' Office again to collect them.

However, this service incurs an additional fee, which is also payable if delivery fails. Under current legislation, delivery is deemed to have failed if you are not present in person at the time of the first delivery attempt. In this case, you will pay the additional fee but will still have to collect your document in person from the Citizens' Office.

So it is important to note: you must collect the documents in person.

Please therefore continue to make use of the option to collect your documents from Monday to Friday during our opening hours without an appointment!

The team at the Citizens' Office will be happy to answer any questions you may have.