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Citizens' Service

A contact point

for citizens

for citizens

Book an appointment now!
 |  City Hall & Citizen Service  |  Departments and services  | 

Citizens' Advice Bureau

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.

Book an appointment
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Current information on legal changes in 2025

In 2025, new regulations in passport and ID card law will come into force.

Biometric passport photos

New regulations for biometric passport photos will apply from 1 May 2025. 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 photos and prevent manipulation. From 1 May 2025, it will no longer be possible to accept passport photos that you bring with you.

Direct dispatch of identity documents

The optional direct mailing of ID documents is also new. From spring 2025, citizens will be able to choose whether passports and ID cards should be sent directly to their home address by post. This will eliminate the need to visit the citizens' office again to collect them.

However, this is associated with an additional fee, which is also payable if the delivery fails. According to the current legal situation, delivery will already fail if you are not personally present at the first delivery attempt. In this case, you pay the additional fee, but must still collect your document in person from the Citizens' Office.

Important: You must collect the documents in person.

You are therefore welcome to continue to collect your documents from Monday to Friday during our opening hours without an appointment!

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

Frequent topics

How do I get a registration certificate or a fishing licence?

You can currently apply for these services in writing. Please enclose the informal application for the requested service and the fee in cash in the envelope with your address and telephone number.

For a registration certificate (9 Euro fee), please indicate the content of the certificate.

NEW: You can now also apply for the simple and extended registration certificate online. Please use the following links:

Simple registration certificate

Extended registration certificate

For a new fishing licence , please add the test certificate from the Borken district and a current passport photo. We will call you to collect it!

Important note: A certificate of good conduct cannot currently be applied for in writing. Please make an appointment if you need a certificate of good conduct.

How do I find out that my ID document is ready for collection?

Have you applied for an ID card and would like to know when you can collect the document from us?

We will be happy to send you an e-mail when your requested document (e.g. ID card) has been delivered by the Bundesdruckerei and is ready for collection. In this case, please leave your e-mail address with our colleagues at the Citizens' Office when you apply for the document. You will then receive an e-mail with the necessary details for collection.

You can then collect your ID document from us during the opening hours of the Citizens' Office.

You do not wish to receive an e-mail notification?

In this case, we would ask you to visit us in person at the earliest six weeks after applying for the document. Alternatively, you can also call us to enquire about the availability of your document.