The Department for Citizenship and Expatriate Affairs appears to wallow in the same state of self-inflicted chaos as it had been doing 30-odd years ago when I first had to deal with it.

After reading Jan Vleggaar’s letter (February 1) and Jenny Scott’s (February 2), it seems that nothing much has changed.

Overworked staff still buried every day by masses of bewildered humanity climbing up the stairs trying to get someone to help them and an appointments system that beggars belief.

Apart from ARMS Ltd (which now shows signs of improvement), I have never come across a more inefficient organisation.

The department has now decided to inflict further unnecessary aggravation on those expatriates who are automatically entitled to the new electronic ID cards. I am referring to those who already hold permanent residence certificates. We are now being asked to fill out form ID 1A, which asks exactly the same questions that we were asked previously, answers to which the department must already have on file, right down to the duplicate photo we all supplied at the time. If it doesn’t, it merely emphasises the chaotic state it operates in.

Actually, form ID 1A is a simple form asking five simple questions. It should not take more than 10 minutes to complete, put in an envelope, stick a stamp on it and put it in the box. But the department doesn’t work like that. You have to take the form in personally after requesting an appointment by e-mail or telephone (which is constantly engaged).

For those who have sufficient strength of character to persist with this charade (as Scott did), to the point of actually getting an appointment, it seems that you can expect to wait at least two hours past the time you are given before you are attended to.

Unfortunately, plain common sense is not something the department understands, preferring instead to operate under a system of unintelligible bureaucracy.

It should be obvious that, unless their personal circumstances have changed, those expatriates who have already qualified for permanent residence certificates should continue to be entitled to receive their electronic cards without any further inquisition.

I have been paying income tax in Malta, and contributing substantially to the local economy, for 31 years, so you might say I am a fully paid-up member.

One thing is certain, with two hip joint replacements, two knee joint replacements and a triple coronary bypass behind me, I have lost the enthusiasm for climbing up any stairs.