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 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.