2016-May 13: Process for reallocated applications

Visa Pak 259 - Advice for staff on how to process reallocated applications.

Visa Paks

13 May 2016 

Process for reallocated applications

A recent Ombudsman’s investigation highlighted an issue where some applications that are reallocated are given low priority by officers and this can result in unacceptable delays in processing.

When a client lodges an application they have an expectation that it will be dealt with efficiently. Once the application has been allocated to an immigration officer the assessment process has begun and the client should not be disadvantaged or experience delays due to staffing changes by Immigration New Zealand. By giving a reallocated application low-priority the assessment process loses momentum, and the longer the application is left dormant the more work is required at a later stage to get it back on track. Therefore it is important that reallocated applications are given priority.

Action

The following actions apply to both temporary and residence applications:

When an application needs to be reallocated, for any reason, it should it be placed at the front of the allocation queue and allocated at the first available opportunity.

When the application is reallocated the new immigration officer should take the following steps:

  • Contact the client within 24 hours of allocation to let them know they have been allocated the application.
  • Review the application and take any necessary action within 3 working days of allocation.