Refugee Quota Programme (“RQP”) Standard Operating Procedures (“SOPs”)
Assessing and deciding Mandated Refugee applications
Step
Actions
Person(s)
responsible
Upload
1. Liaise with Identity Services regarding uploading of biometrics
RQSO/TA
biometrics
Out of scope
2. Identity Services advises a suitable time for the upload to occur and oversees the
uploading of biometric records
3. When advised to do so by Identity Services, complete uploading of biometric
records, in batches at the pace advised by Identity Services
4. See Global Pro cess Manual for steps on how to do this
Out of scope
Post-Mission
CRM – Case Status
RQSO/TA
case updates
Update case status in CRM to In Progress using Bulk Edit process - details at the
following link:
Out of scope
Lodgements
AMS – Lodging an Application
RQSO
1. Make sure case is al ocated to you under Officer
2. Complete application lodgements on AMS application for each applicant using the
following steps:
Out of scope
FT
Lodgement requirements unless waived:
A signed and dated residence application form
Passport size photos (generated via IDMe)
Valid passport, travel document or other identity document
Al other lodgement requirements met e.g. (custody documents and or Best
Interests Assessment (“BIA”) or Best Interests Determination (“BID”), evidence of
relationship e.g., marriage certificate, medical certific
Full birth certificate or ID card
The applicant is not liable for deportation or has liability suspended
Lodgement requirements that may be waived:
Evidence of relationship (combined declaration mandatory)
Birth Certificate or Identity Card (combined declaration mandatory)
Custody document (declaration and/or BIA/BID mandatory)
Police Clearance Certificate (combined declaration mandatory)
Note: A note must be added at lodgement stage which explains why a lodgement
requirement has been waived or why the application has been lodged with a
lodgement requirement to fol ow e.g.: INZ Medical requested and in process – will be
submitted accordingly
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Case/Applicant A case may have to be withdrawn for the following reasons:
RQSO/
withdrawals
Applicant was a no show at interview
SUPPORT
United Nations High Commission for Refugees (“UNHCR”) advises withdrawal of
TEAM
application or individual applicant pre or post-interview
If Principal Applicant (“PA”) withdraws, the whole case must be withdrawn
If a Secondary Applicant (“SA”) withdraws, follow the steps below
Withdrawal – PA and case (In-Progress)
1. Paste email communication with UNHCR/or discussion with client on AMS
application notes
2. Decide case on AMS – withdraw using the fol owing steps:
Out of scope
3. Update case st atus on CRM from Pending interview/In Progress to Withdrawn
DR
4. Email IOM to advise case has been withdrawn and medicals no longer required (if
they have not been completed).
5. Stamp file with withdrawn stamp
6. Put file in photocopy room and note on AMS file returned for filing
Withdrawal – SA only (In-Progress)
1. Paste communication from UNHCR/IOM as to why SA has been withdrawn onto
AMS application notes
2. Consider whether there is a need to confirm with remaining applicants that they
wish to proceed on resettlement
3. Request an updated RRF from UNHCR if not already received
4. Open the application and choose the “Applicants” tab
5. Right click on the SA you wish to remove and click on “Remove”
Out of scope
Withdrawal – PA and case (Approved - Pre-Label)
1. Copy correspondence onto AMS detailing reason for withdrawal Email the
Immigration Manager Selection (“IM Selection”) to request AMS application is
T
rolled back
2. Once the application has been rolled back, re-decide application as “Withdrawn”
3. Update Decision Summary and Case Report
4. On CRM, update “Status Reason” to “Withdrawn”. The updated decision status wil
migrate from AMS to CRM overnight.
5. Stamp front of physical file with “Withdrawn” stamp
6. Return file to photocopy room and note this on AMS
Withdrawal – SA only (Approved - Pre-Label)
1. Paste communication from UNHCR/IOM as to why SA has been withdrawn onto
AMS application notes
2. Consider whether there is a need to confirm with remaining applicants that they
wish to proceed on resettlement
3. Request an updated RRF from UNHCR if not already received
4. Email the Immigration Manager Selection IM Selection to request AMS application
is rolled back
5. Once the application has been rol ed back, open application on AMS and choose
the “Applicants” tab
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6. Right click on the SA you wish to remove and click on “Remove”
7. Out of scope
8. Re-decide application
9. Update Decision Summary and Case Report
10. The following day, advise the Support Team that the SA has come off the case as
they will need to manually remove the person from CRM
Withdrawal – Whole case (Approved – Post-Label)
An application cannot be rolled back after visa labels have been issued. If a case has
been withdrawn and visa labels have been issued the steps to take are:
1. Paste commun ication from UNHCR/IOM as to why the case has been withdrawn
onto AMS application notes
2. Email IPTO to ad
vise case has been withdrawn
DRAFT
3. Open the application and choose the “Labels” Tab
4. Right click on the PA’s label record and click “Cancel”
5. Repeat this step for each of the applicant’s label records
6. On CRM, update “Status Reason” to “Withdrawn”
7. Stamp front of physical file with “Withdrawn” stamp
8. Return file to photocopy room and note this on AMS
Withdrawal - SA only (Approved - Post-Label)
A Secondary Applicant cannot be removed after visa labels have been issued. In
such situations, the visa label must be cancel ed by:
1. Opening the application and choosing the “Labels” tab
2. Right clicking on the label you wish to cancel and clicking on “Cancel”
3. Once the label has been cancelled, add a note to the AMS application notes,
advising why the label was cancelled, i.e., “applicant ([name] has decided not
pursue resettlement and therefore will not be travelling to New Zealand for
resettlement purposes – visa label cancelled accordingly”
4. The fol owing day, update CRM by:
Emailing the support team to request that they deactivate the withdrawn
SA on both the client and Case records
Changes to
Composition of case may change post-interview. Where changes occur, follow the
RQSO/
case
steps below:
SUPPORT
composition
TEAM
Family Composition Update – (Post-Mission-all stages)
1. Ensure any family members (immediate and extended) recorded at interview and
not already on AMS are added to AMS “Family” tab - Screen shots for this -
HYPERLINK
Adding new baby – (In-Progress)
1. Update received from UNHCR
2. Request updated RRF and birth certificate of new baby, if not provided
3. Request Support Team to add new baby to application (AMS and CRM processes)
and saved updated RRF and MAKO
4. If no birth certificate provided, request Combined Declaration signed by parent via
UNHCR
5. Request medical for baby from IOM
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6. Review information from UNHCR, add any notes on High Needs on CRM if required
(see section 11 – update CRM)
Adding new baby – (Approved – Pre-Label)
1. Follow steps 1-2 above
2. Request IM to roll back decision to add new baby to application
3. Follow steps 3-6 above
4. Complete decision for baby on AMS
5. Update Decision and Case Report
Adding new baby – (Approved - Post-Label)
A baby cannot be added to an approved application after the visa label has been issued.
In this situation, pass file with updated RRF to Support Team who wil complete the
following:
DRA
1. Day 1 - Create baby’s identity in AMS and raise new application - add baby into the
rest of the family under family tab and also add rest of the family into the baby’s
family tab.
2. Day 2 – CRM - Locate baby through CN and feed data, Print declaration form, locate
family under cases - change case size, add baby under Applicants using the add
button and print residence form if needed.
3. Email IPTO team that a baby has been added to the system
4. Pass the file back to RQSO
5. RQSO request baby’s medical, complete decision on AMS and update Decision and
Case Report
Deceased PA – (In-Progress)
Following an update from UNHCR notifying of death of the PA and submitting any
related evidence i.e. death certificate AND an updated RRF based on new family
composition
1. Add note on AMS, confirming death of client and any document/s provided
2. After discussing the situation with the TA or IM – Selection – raise Client Border
Alert Template, Out of scope
3. Raise alert on PA’s AMS – Border Alert, deceased (see IAC 16/01) for full details
T
regarding alerts and fol ow process outlined in IAC)
4. Follow steps for withdrawing application in AMS and update case status in CRM to
Withdrawn
5. If case has secondary applicant(s) check with UNHCR if remaining applicants wish
to continue
6. If yes, provide case file and updated RRF to Support Team to create a new
application and file
7. Request UNHCR to assist with completion of new Residence Application
8. Re-interview family and /or complete new settlement interview, if required
Deceased PA – (Approved – Pre-Label)
1. Follow above steps 1-2 above
2. Update case status in CRM to Withdrawn - leave approved application as is in AMS
3. Follow steps 4-7
4. Update Decision and Case Report to reflect new case composition
Deceased PA – (Approved – Post-Label)
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Fol owing an update from UNHCR notifying of death of the PA and submitting any
related evidence i.e. death certificate AND an updated RRF based on new family
composition
1. Add note on AMS, confirming death of client and any document/s provided
2. After discussing the situation with the TA or IM – Selection – raise Client Border
Alert Template, Out of scope
(see
IAC 16/01) for full details regarding alerts and follow process outlined in IAC)
3. If case has secondary applicant(s) check with UNHCR if remaining applicants wish
to continue and if so request updated RRF
4. If yes, following receipt of new RRF, provide this and the physical file to the Support
Team to create a new application, file and case number for new PA and SAs
5. Copy all relevan
t documents from the previous PA’s file to the new PA’s file
6. Request IOM/UNHCR to assist with completion of new Residence Application
7. Re-interview fa mily and /or complete new settlement interview, if required
DRAFT
Deceased SA – (In-Progress)
1. Follow process for
Withdrawal of SA, above
2. In addition - Raise alert on SA’s AMS – border alert, deceased
Deceased SA – (Approved – Pre or Post-Label)
1. Follow process for
Withdrawal of SA Pre or Post Label, above
2. In addition – Raise alert on SA’s AMS – border alert, deceased
Biodata
Biodata corrections
RQSO
corrections
Biodata corrections can be made in the following circumstances:
Applicant has declared offshore that their biodata is incorrect and provides
evidence to substantiate their claim: e.g documents such as a birth certificate or
plausible verbal evidence (statutory declaration may be requested)
Where an applicant has a valid travel document, details of this should be added to
AMS
UNHCR has stated that the applicant’s biodata is incorrect in the RRF, however
they cannot amend it due to exit permit issues/issues with departure
Process:
1. Make corrections in AMS client record using the “
Add” function
2. Add note in AMS client record explaining reasoning for correction - If no documents
are available to substantiate claim, the note should include an explanation
regarding why biodata correction is accepted as credible and plausible
3. Place orange dot on the bottom right of physical file front cover (for biodata
correction post-arrival)
4. Tick Biodata Correction box on CRM client record
Complete biodata corrections as recorded on Residence Application forms 6(c)
Go to Global Process Manual for full details on editing client information in AMS:
Out of scope
5 | P a g e
Note: Biodata corrections
cannot be made when
applicant has declared a correction
offshore but they hold a valid national passport with the incorrect bio data/original
identity on it.
Editing
Editing Identities in AMS (Includes Biodata corrections)
RQSO
identities
Corrections can be made to identities, when:
Errors identified with the existing information held; or
Applicant’s details need to be updated with further/new information (including
Biodata correction)
Areas that can be updated include biographic details, addresses, family members
details, face im ages
Use the “EDIT” function for typos
Use the “ADD” function if recording a correction to the identity and we need to
keep record of previous identity. See
Replacement
Raising and approving a Replacement Visa
RQSO
RAFT
Out of scope
applications
When biodata corrections have been made to a client identity, a Replacement
following
Permanent Resident application will need to be raised and processed and new visa
biodata
labels issued reflecting the biodata corrections:
corrections
1. Raise a “Permanent Resident - Replace Application” – s
ee Document Overview:
GUIDANCE - Replacement PRV.docx (wd.govt.nz)
2. Process and approve the application by fol owing the prompts
3. Ensure to add notes to AMS recording the reason for the replacement application
4. Issue Replacement Visa Labels
5. The fol owing day update CRM by:
Selecting Case record
Click on the new application
On the top right at the “Status Reason” dropdown menu, choose “Duplicate
Application”
To link the new application to the old one, enter the original application
number when prompted
Linking
Linking Identities in AMS
RQSO
identities
If a client has more than one identity in AMS they must be linked. Duplicate identities
may occur for some of the following reasons:
1. Details in client’s passport (as scanned into IDMe) differ from those recorded
initially.
2. An error was made during biometric enrolment (spelling error, selecting the wrong
country of birth, date of birth error)
3. Client information in AMS does not match that captured during biometric
enrolment
Link identities using the steps outlined in the fol owing link
:
Out of scope
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Post Mission
Make up physical file:
RQSO/TA
file
1. Check documents and make up file in the following order (as documents become
management
available) - there is no need to print documents from IGMS
RRF (including BIA in section 7)
Identity documents (National ID card, Passport) and translations
Other documents and translations
BID (if provided separate from RRF)
Any medical documents from home country or country of asylum
Combined Declarations and Settlement Declaration
Residence Application Form
Interview template - General Questions
Correspon dence in date order
Decision Assessment Summary
Special Re ports (if any)
Case Report
Begin to fill out
UNHCR Case Processing Checklist (inside right cover of file)
Out of scope
7
Interviews
1. Tidy up interviews, print a hard copy and put it in the physical file
2. Save interviews into MAKO case folders in PDF form as per naming protocol 6(c)
i.e. “RQPIVcase No._application number” and “RQPRRFcase
No._application number”
Out of scope
FT
Residence Application
1. Check that the Residence Application form is fully complete, i.e.,:
• Signed and dated at the end by relevant parties, i.e., PA, SA, children 18 and
over, the interpreter and the RQSO
• Initialled on each page by PA and RQSO
• Character questions at Section B have been completed.
2. If fully complete, put in client file and scan and save in client folder in MAKO
3. If not completed in full the application form will need to be completed again prior
to proceeding with the application for residence (speak to TA if uncertain if the
form needs completing again)
Documentation and declarations
1. Check documentation noted at
S3.17 Requirements for making an application for
grant of a permanent resident visa (mandated refugee)
http://inzkit/publish/opsmanual/#46529.htm) has been provided:
• Residence Application for Mandated Refugees form
• Medical certificates (Check AMS - this will be covered via the visa medical
process for RQP cases)
• Photographs (taken via IDMe)
• An original or certified copy of a birth certificate or identity card - if unavailable
ensure Combined Declaration has been completed
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• Legal custody documents for children under 16 years - if not available, a
declaration stating legal custody signed by accompanying parent and/or a
BIA/BID
• Evidence of relationship (i.e. marriage certificate, civil union certificate, birth
certificate of children of the parties) - if evidence is unavailable a declaration
sighted by both parties stating the duration and nature of the relationship
• Police Clearance Certificate (PCC) or if unavailable a signed Combined
Declaration
2. Check additional documentation provided is stored on IGMS or if not, on file in hard
copy:
• Passports (On IGMS if scanned at interview, otherwise if a photocopy put on file
and in MA KO)
• Case specific documents i.e., police reports, death certificates, military
DRAF
booklet/re cord, UNHCR ID cards, evidence of refugee status
3. Check all declarations (i.e., Settlement and Combined) are present, signed and
correctly completed. If not completed in full or at all, the declarations will need to
be completed, prior to proceeding with the application
4. Save all documents which are not in IGMS in the physical file and MAKO
Note: If all relevant documentation has not been provided, contact UNHCR to request it
if appropriate
Emails
Add
all case related emails to file in order of receipt, on AMS and in MAKO
Initial case
Assess application
RQSO/TA
assessment
1. Save RQP Decision Summary document in MAKO case folder
2. See
Section 9 of SOPs on steps to begin assessment against the following areas as
per
S3.22a-g Requirements for grant of a permanent resident visa (mandated
refugee)
3. Add information to RQP Decision Summary as you progress assessment:
Identity
Documents and Document Verification
Relationships meet residence criteria
Credibility
Character
Settlement (Review what RCO has written in CRM to see if it has an impact on
S322.g)
AMS alerts requiredOut of scope
Verification of information as required (CRU requests, Verification Toolkit and
Verification team requests)
4. Assess/add the fol owing outcomes as they are received/completed:
Risk assessment A5.30
s 6(c)
Health assessment
Follow-up interviews and requests for missing documents/information\
1. Arrange and complete a follow-up interview if initial case assessment identifies this
is required
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s 6(c)
s 6(c)
RQSO
Out of scope
A5.30 - Risk
Assessing Risk against A5.30 Applicants normally ineligible for a residence class visa
RQSO/RAT
Assessment
This assessment considers whether the applicant poses a risk to New Zealand’s
FT
reputation is done by Risk Assessors from the Risk Assessment Team (“RAT”) and by
RQSOs
http://inzkit/publish/opsmanual/#35059.htm
For mission cases with no RAT Checklist in use:
1. Email RAT regarding post-mission screening requirements, advising:
That interviews have been saved in MAKO case folders and are ready for A5.30
assessment
Which cases require priority A5.30 assessment (i.e., Urgent cases)
Which cases have unresolved credibility issues and wil be submitted to RAT
following credibility assessment by the RQSO
2. If RAT considers that all applicants meet A5.30 (do not pose a reputational risk)
they will record this on AMS and inform the RQSO
3. If RAT considers that an applicant does not meet A5.30, they will advise RQSO who
can discuss the outcome with the RQP TA for further advice –in most cases this will
lead to the case being declined on A5.30 (Character – risk).
4. If RAT cannot make a decision about A5.30, further information may need to be
gathered. In this case RAT wil inform the RQSO and another interview must be
obtained via remote interview or email and the additional information provided for
RAT
For missions for which RAT has prepared a RAT Checklist:
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1. Compare information gathered at interview against Post-Mission RAT Checklist
section
2. Complete RAT Checklist and add to file, and MAKO
3. Email mission spreadsheet to RAT regarding post-mission screening outcomes,
advising which cases:
Have unresolved credibility issues and will be assessed by the RQSO following
the credibility resolution
Have presented with risk triggers and what the risk triggers were (these cases
require RAT to complete full risk assessment)
Have not presented with risk triggers and therefore require name checks only
4. Once name check is completed, and there is no adverse information, RQSO adds
A5.30 note on AMS “1st tier assessment complete. No Risk”
5. OR, if an RQSO considers that a ful assessment is needed they should advise RAT,
who will asses s the application and determine whether the applicants meets A5.30
s 6(c)
DR
Note: in
all outcomes the RQSO should record the RAT outcome on the applicant’s file
cover sheet and in the RQP Decision Summary – mandated refugees
Reviewing 6(c)
outcome either emailed by identity services or available via
RQSO
AMS)
An 6(c)
may be viewed in AMS or further information may be received by
email from Identity Services. The result may reveal information that has an impact on
multiple assessment areas including:
Identity
Credibility
Character; and
Relationships
Note: Full details about using 6(c)
can be found in the Global Process Manual at:
Out of scope
s 6(c)
10 | P a g e
s 6(c)
Visa Medical
All applicants must have an acceptable standard of health (ASH) to qualify for
RQSO/TA
Requirements
residence as a Mandated Refugee
Monitor and progress Visa Medical Requirements as per RQP Visa Medical SOP
Out of scope
Assess
As noted above, all mandated refugees applications must be assessed against
RQSO/TA
information
Immigration Instructions S3.22a-g outlined in the INZ Operations Manual here:
AFT
against
http://inzkit/publish/opsmanual/#46530.htm –
instructions
Identity
Credibility
Relationships
Character (includes reputational risk)
Risk (includes 6(c)
, alerts)
Health; and
Settlement
The fol owing sections expand on how to assess these areas in the RQP Decision
Summary:
S3.22a -
Establishing identities of al applicants as per s3.22a
RQSO/TA
Identity
To assess whether the identity of Mandated Refugee Applicants can be established the
fol owing documents must be assessed:
An original or certified copy of their birth certificate (which has their name,
date of birth, place of birth, the names and occupations of their parents), or
If the applicant does not have a birth certificate, consider any other available
identity documents eg: National Identity Card or Passport R2.40.20
http://inzkit/publish/opsmanual/#44893.htm
1. To verify a document effectively it must be translated
http://inzkit/publish/opsmanual/#46159.htm
If not familiar with the document provided, assess document using Verification
Toolki
t http://inzkit/publish/vt/index.htm#57125.htm
11 | P a g e
If there is no comparable example in the Verification Toolkit, seek verification
via the INZ Verification Team or IOM Canberra Out of scope
or
make a CRU request
If an applicant does not have a Birth Certificate or National Identity card,
consider and assess their explanation for not having one. Acceptable reasons
may include:
6(c)
2. If satisfied wit h the explanation regarding the inability to provide an identity
DRA
document, the requirement to have one can be waived and the applicant (or the
applicant’s parents when the child is age 17 and below) should complete and
provide a declaration stating they do not have an identity document, which should
include:
Their full name
Place of birth
Full names of both parents
3. The declaration must have been signed and dated by the applicant/parent and the
interviewing officer (RQP Combined Declaration)
Note: If it is possible to obtain a Statutory Declaration in country of asylum, this would
be the preference. AND
if no identity documents have been provided, check this
declaration has been provided and completed in ful .
http://inzkit/publish/opsmanual/#46529.htm
Assessing discrepancies in identity -
consider if any of the fol owing apply:
s 6(c)
1. If “Yes” applies to any of the above scenarios, review and assess the fol owing:
a. Has the discrepancy been put to the applicant
b. Have they provided a plausible, reasonable and credible explanation for the
discrepancy
c. Following their explanation, has their identity been established. If not, is
there anything further needed to verify the explanation provided (i.e. CRU
request, approach to Verification Network).
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2. If there are unresolved discrepancies with identity of any applicant, that have no
plausible explanation, the application must be declined, as the applicant has failed
S3.22a of the immigration instructions
S3.22d -
Assessing the relationship between the Principal and Applicant and any partner
RQSO/TA
Relationships
and/or dependent child(ren) as per S3.22d
meet
residence
When assessing if the applicant’s relationships meet residence criteria, R2.1.15 and R3
criteria
must be considered and the fol owing requirements must be met:
The applicant partners must meet the criteria of a genuine and stable
relationship
Children without either biological parent included in the application must have
been adopted to be included in the residence application; and
Children with only one biological parent included in the application ( where
DRAFT
parents are separated/divorced) must be accompanied by the submission of
custody documents and/or a BIA/BID
Assessment of genuine and stable relationship between partners:
1. The PA and partner must have been assessed to be in a genuine and stable
relationship as outlined at:
http://inzkit/publish/opsmanual/#46504.htm
2. When assessing if a relationship meets the threshold for residence, the evidence as
outlined at F2.20 must be considered and assessed
http://inzkit/publish/opsmanual/#30880.htm
It is uncommon for a refugee applicant to have documents/evidence to submit with their
application other than a marriage certificate, and/or birth certificates of children
featuring the respective partner’s names. The assessment of a genuine and stable
relationship in the mandated refugee context should include assessment of available
documents, as well as:
The date the relationship began,
The length of relationship,
The relationship’s exclusive nature,
The couple’s narration about their lives together (i.e. whether they owned a
house together etc.), and
The reason for any period of separation, which can be assessed using the UNHCR
RRF, RQP Resettlement Interview and RCO settlement interview.
Assessing the inclusion of dependent children in the residence application:
1. To assess if a child is dependent on the PA, dependent child instructions must be
considered at R2.1.30 as only dependent children can be included in a residence
application alongside their parents
http://inzkit/publish/opsmanual/#46504.htm
2. Ensure the child is assessed based on their age at application lodgement as
different criteria apply for different age groups as follows:
17 years old and younger Must be single
18-20 years old Must be single with no children of their own
21-24 years old Must be single with no children of their own and total y and
substantially reliant on their parents for financial support
3. For those aged 21-24, additional factors to assess (as at R2.1.30e) include:
13 | P a g e
whether the child is in paid employment, whether this is full time or part time,
and its duration;
whether the child has any other independent means of financial support;
whether the child is living with its parents or another family member, and the
extent to which other support is provided;
whether the child is studying, and whether this is ful time or part time
4. If the dependent child assessment determines that the applicant child is not a
dependent child, consider liaising with UNHCR to see if they can be considered
independently from their parents and referred to INZ as a linked case.
Assessing whether applicant parent(s) have custody of applicant child(ren):
If a child aged 16 o r under is being submitted to New Zealand with only one biological
parent, documents relating to the legal custody of the child must be submitted with the
application as per at s3.
17f http://inzkit/publish/opsmanual/#46529.htm and assessed
Das follows: 1. Review and assess the legal custody document
2. Consult the verification tool kit with regard to the rules and regulations of the
home country in question, around custody
Out of scope
3. If there is no information available on the tool kit make a CRU request and assess
and review information regarding what constitutes legal custody within the home
country of applicant
4. If further clarity is required, seek support from RQP TA to seek advice from the
AFT
MBIE Legal Unit (further details below)
5. When documents relating to legal custody are unavailable the following must be
submitted:
A declaration confirming that the applicant parent(s) has legal custody of the
applicant child(ren) and/or a BIA or BID, submitted by UNHCR
http://inzkit/publish/opsmanual/#46529.htm
6. While legal custody is not required for a child aged 16 years or over, if an
application is made for a child younger than 18 years of age, any non-applicant
parent or guardian of the child must consent to the child making the application
(s59 Immigration Act 2009) and their views should be outlined in either a BIA or
BID.
BIA process
UNHCR wil submit a BIA within the RRF which documents the fol owing:
An account of the separation from the non-applicant parent,
Information about contact with the non-applicant parent,
Consent from the non-applicant parent for the child to resettle,
Acknowledgement that the non-applicant parent knows that resettlement wil
likely result in permanent separation; and
The views of the non-applicant parent must be included in the BIA via form of
an interview with them, not views passed on from a third party
Evidence of attempts to trace the non-applicant parent
BID process
If UNHCR identifies a Protection concern and/or if the child has reservations about being
separated from the non-applicant parent, a full BID will be completed
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All efforts to trace the child’s biological parent(s) must be documented in the BIA/BID. If
it is evident that there has been no effort to trace the non-applicant parent or it is
uncertain if tracing has been initiated, contact local UNHCR office and ask if tracing has
been attempted and the outcome of such efforts (to be included in an updated BIA/BID)
Assessing if an applicant child included with neither biological parent, has been
adopted (legal or customary) as per R3.5.1
Legal adoption
1. If the applicant parent can and does provide legal adoption papers, assess the
evidence. Examples of acceptable evidence of adoption can be found here:
http://inzkit/p ublish/opsmanual/#30979.htm
2. All legal adoption papers must be submitted in original or certified form with the
residence app licatio
nhttp://inzkit/publish/opsmanual/#30979.htm
DRAF
3. If the applicant parent cannot provide or obtain legal adoption papers, they must
provide a statutory declaration which declares the applicant parent has legal
custody of the applicant child and this declaration must be considered as part of
the relationship assessment. As per R3.5.1b, this declaration must state that the
child has been adopted by the applicant parents, the date of the adoption and in
which country the adoption took place. In addition, a BID must be submitted,
considered and assessed. The BID, must evidence that all information relating to
where the child’s parents has been explored and assessed, and that tracing been
initiated and commented on.
Customary adoption
1. If a child is adopted by custom, evidence of a customary adoption must be
submitted in the form of a written declaration by the adoptive parents as per R3.5
http://inzkit/publish/opsmanual/#30979.htm
2. As per R3.5.1c, if an applicant child is adopted by custom, consent may be sought
from the applicant parents to contact the child’s biological parent(s) and seek
confirmation of customary adoption, if it is believed this will confirm that a
customary adoption has taken place.
3. Evidence of customary adoption can be assessed further by assessing linked
application(s) lodged by other family members to confirm a customary adoption
has taken place as per R3.5.1.d.
4. The following resources may assist the assessment of what is defined as a
customary adoption:
RQP adoption presentation (prepared by INZ Legal)
Out of scope
Note: If the RQSO is uncertain if a child can be adopted legally or by custom in relation
to the laws in the applicant child’s home country, the following tools are available to aid
the assessment of relevant country information:
a. The Verification Toolkit which may include contacting the Risk and
Verification team to make an enquiry via the Risk & Verification Central
Team Out of scope
Out of scope
15 | P a g e
b. A Country Research Unit request via the intranet
Out of scope
c. Support from RQP TA to seek advice from the MBIE Legal Unit where
necessary
The analysis in the RQP Decision Summary should leave no doubt that the applicant
parent had the right to remove the applicant child from their home country, and
country of asylum, and that this conclusion was arrived at through assessment of the
adoption document or declaration, the custody document, BIA or BID. The assessment
of these documents should be recorded in the applicant’s decision summary.
S3.22b -
S3.22b requires the
refugee claim of a mandated refugee to be credible
RQSO/TA
Credibility
1. Identify cases w
ith unresolved credibility issues requiring resolution. Factors to take
into consideration when assessing credibility include:
s 6(c)
s 6(c)
16 | P a g e
s 6(c)
Format for writing credibility section:
6. Assess each cr edibility concern under a heading that describes the issue
7. Include a conclusion at the end of each section which outlines if the credibility
concern has b een resolved, how, why and when, and if it has not been resolved
DRAFT
discuss why the application is stil able to be approved despite the concern, or why it
has led to the application being declined
8. RQSOs must explain why any unresolved concerns remain a problem and the reasons
for any adverse credibility finding. If the benefit of the doubt is given to the applicant
in relation to a credibility concern, an explanation of the reason(s) why it was given
must be noted in the decision. The benefit of the doubt may be given when a refugee
is generally credible, but there are weak concern(s) still outstanding in respect of
peripheral matters. However, numerous weak credibility concerns may result in
declining the case on credibility based on a cumulative assessment, whereby the
RQSO weighs up the balance and significance of negative versus positive credibility
findings.
A.5 - Character Assessing whether al applicants for residence, aged 17 and over, are of good
RQSO/TA
assessment
character and not pose a security risk, as per A5.1
If any person included in the residence application fails character requirements the
application must be declined unless Character instructions are waived
http://inzkit/publish/opsmanual/#35053.htm
1. To assess the Character of applicants, the fol owing should be reviewed and
considered in your assessment to ensure they do not indicate any Character
concern for any applicant:
Police Clearance Certificates - as evidence of good Character, all applicants aged
17 and over must provide a police clearance certificate (PCC) from their country
of citizenship and each country they have lived in for 12 months or more
(whether on one visit or intermittently) in the last 10 years. The provision of the
PCC must be taken into consideration when assessing the case.
If a PCC has been provided, the information in it must be assessed in full to
ensure that the applicant meets Character instructions
http://inzkit/publish/opsmanual/#41439.htm
If an applicant is unable to obtain a PCC, consider the reason for this – reasons
may include but are not limited to:
o Information indicating conditions in the relevant country are such that
the country's governmental infrastructure is no longer functioning; or
o Confirmation that there are circumstances beyond the control of the
applicants which prevent them obtaining the required certificates
17 | P a g e
o The applicant not being able to seek one from their home country due
to their refugee situation
If an applicant is not able to obtain a PCC, a Combined Declaration (generated
from CRM) must be completed stating this (full details at
http://inzkit/publish/opsmanual/#46529.htm ) and the reasons for waiving the
requirement must be included in the RQP Decision Summary
Section B of the Residence Application form (relating to Character Requirements)
includes questions that relate to:
From which countries a PCC is required is required, OR which
countries must feature on the PCC waiver
Whether the applicant is the subject of investigation by law
enforcement agencies, charges, convictions, sentences, deportation,
visa/immigration breaches
Whether the applicant has had involvement in the illicit drug trade;
D andWhether the applicant has had involvement in the discrimination of
others on the basis of their ethnicity
o If a client has answered “Yes” to any of the Character questions in
Section B, review all available information from the resettlement
interview template relating to crime or illegal activity, convictions and
sentencing and any supporting documents, such as court transcripts
s 6(c)
AMS Alerts – check before deciding the case to see if there is an alert that impacts
on an applicant’s Character
RAT assessment of A5.30 - ensure that the applicant/s is risk acceptable against
A5.30.
FT
Name searches, verification and CRU searches - review and assess any
information gathered via these sources to see if they indicate a Character
concern
2. If an applicant has declared a Character issue or a Character issue has been identified
through any of the above sources, the nature of the Character issue must be
determined and assessed against Character Instructions at:
o A5.20 (s15 & s16
) http://inzkit/publish/opsmanual/#35052.htm
o A5.25
http://inzkit/publish/opsmanual/#35058.htm
o A5.35
http://inzkit/publish/opsmanual/#35060.htm
o A5.30 (assessed by the RAT team)
http://inzkit/publish/opsmanual/#35059.htm
3. If a character issue has been identified post mission/resettlement interview (i.e.
through 6(c)
, name search, 6(c)
, RAT Check) and it was not declared
by the client, in the interests of fairness and natural justice this information should
be put to the client for comment before the case is decided as per A1.5
http://inzkit/publish/opsmanual/#35020.htm
Special Directions and Character Waivers:
An application cannot be approved for residence in New Zealand if an applicant fails
Character Instructions, unless a Character Waiver or Special Direction is granted
18 | P a g e
When to use a Character Waiver:
See A5.25
http://inzkit/publish/opsmanual/#35058.htm
1. The applicant should not be declined on Character grounds, without first
considering al information and whether the circumstances are compelling enough
to justify waiving the good Character requirement, such as:
The seriousness of the offence (general y indicated by the term of imprisonment
or size of the fine);
Whether there is more than one offence
The significance of the false, misleading or forged information provided, or
information withheld, and whether the applicant is able to supply a reasonable
and credible explanation or other evidence indicating that in supplying or
withholdin g such information they did not intend to deceive INZ
How long ago the relevant event occurred
Whether t he applicant has any immediate family lawfully and permanently in
DRAF
New Zealand
Whether the applicant has some strong emotional or physical tie to New Zealand
Whether the applicant's potential contribution to New Zealand will be significant
2. A Character waiver could also be considered on humanitarian grounds (i.e. the
applicant has failed Character instructions) and the reason is directly related to
persecution/their circumstances as a refugee
When to use a Special Direction:
When section 15 & 16 of the Immigration Act applies - see A5.20
http://inzkit/publish/opsmanual/#35057.htm a Special Direction could be considered
on humanitarian grounds (i.e. the applicant has failed Character instructions) for
reasons directly related to the applicant’s circumstances as a refugee
Process
1. A Special Direction or Character Waiver form must be completed and sent to the IM
– Selection for sign off before deciding an application
2. If the IM – Selection does not agree that a Special Direction or Character Waiver
should be granted, the application must be declined on Character grounds.
3. If the IM – Selection agrees that a Special Direction or Character Waiver should be
granted, the application can be approved if all other residence instructions have
been met.
4. Special Direction and Character Waiver forms as follows:
Example of blank form –Special Direction:
Out of scope
Example of a completed form – Special Direction:
Out of scope
Example of a blank form – Character Waiver
Out of scope
Example of a completed form – Character Waiver
Out of scope
5. A copy of the Special Direction or Character Waiver must be saved in the clients’
MAKO folder and in the client file.
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Risk Assessment:
Assessment of A.5.30 considers the risk to New Zealand’s international reputation and
is completed by the RAT team:
http://inzkit/publish/opsmanual/#35059.htm
A note must be added to the Decision Assessment Summary confirming the risk
assessment has been completed, and the outcome should be stated and considered as
part of overall Character assessment
s 6(c)
6(c)
Fully assess 6(c)
(based on information on AMS) taking into consideration
RQSO
the impact on all areas of S3.22 (Identity, Character, Relationships, Credibility, Risk)
s 6(c)
AMS Alerts
Assessing whether an Alert should be added or deleted
RQSO/TA
1. Assess al on AMS Alerts (i.e. 6(c)
, Health Alert, Information Warning, other)
2. Check if there are any Alerts in regard to any of the applicants on AMS and if the
alert is relevant to the client’s application for residence (i.e. related to their
identity, their character, their health, the biometric enrolment result, their
credibility, their travel history, visa applications, the relationships between the PA
and partner and PA and partner’s children). All Alerts should be assessed in full
against immigration instructions
3. If the Alert is relevant to the application, consider why it is relevant and what steps
need to be taken before making a decision on the case
20 | P a g e
4. If an Alert was added to AMS prior to the INZ interview, any prejudicial information
should have been put to the applicant at their interview and their response
considered as part of the decision assessment
5. If an Alert was added to AMS, post-INZ interview, read what the alert says and see
if the Alert impacts upon the immigration decision.
6. Alerts which may appear on AMS may relate to:
o Medical Health warning – informing the decision maker not to decide an
application while the medical case is still being assessed or the applicant is
having treatment
o Character concerns, biometric enrolment, Interpol information, an
information warning, a deceased applicant, risk to New Zealand’s
reputat
ion
Note: Some Alerts wil need to be deleted and a note added, explaining the reason for
DR
the deletion of the Alert. Deleting an alert requires authorisation, email IM-Selection to
request authorisation.
If uncertain what to do about an alert approach the TA or IM-
Selection.
An Alert may be added when:
An applicant is deceased
An applicant has relatives of concern (former domestic violence, associations with
particular groups of concern) not included in application
Note: An AMS note should always be made explaining why an Alert has been added
(see examples of notes). The Alert should be authorised by your Manager
Note: See the Alert Matrix for a full list of types of Alerts and examples of notes:
Out of scope
An Alert should be deleted when:
They will stop a client from boarding and the application is approved
The case has been finalised, and therefore health alert is no longer required
Out of scope
T
Note: A AMS note should always be made explaining why an Alert has been deleted
Note: See the following link for full information about alerts:
S3.22.f -
Assessing whether al applicants have an Acceptable Standard of Health (“ASH”) as
RQSO/TA
Health
per S3.22.f
Assessment
1. Review and assess if all the applicants meet ASH as per the process outlined in the
RQP Visa Medical SOPs
Out of scope
2. If an applicant is not ASH, the application must be declined, regardless of whether
the other applicants included meet ASH
3. A note must be made in the RQP Decision Summary about the outcome of the
Health Assessment and its impact upon the decision for the applicant/s
21 | P a g e
4. Add the NZER reference (which can be found on the Immigration Health System
(“IHS”) number to AMS and record the medical outcome on AMS
S3.22g -
Assessing whether there are any significant barriers to the ability of any of the
RQSO/TA
Assessing
applicants to settle in New Zealand, as per S3.22.g
barriers to
Settlement
1. Review the following sources of information to assess any potential barriers to
settlement for all applicants:
RCO notes in CRM (qualifications, daily life, employment, health and well-being,
resettlement to New Zealand, observations and action points)
RQP Residence Interview Template
UNHCR RRF and any supporting documents
2. Any settlement concerns noted by the RCO wil be recorded in the Notes section on
CRM and if none are identified they will write “no concerns about settlement in New
DRAFT
Zealand”
3. If the client expresses concerns about settlement in New Zealand, the RCO will record
these as well, as any answers provided to address those concerns
4. The RQSO may discuss client concerns with the RCO who conducted the interview
Potential settlement issues to consider:
Qualifications – If an applicant qualified in a particular profession, is the applicant
aware that they may not be able to work in that profession and may have to retrain
in New Zealand
Education – If an applicant has a qualification, or is part way through completing a
qualification, are they aware that the qualification may not be recognised in New
Zealand
Employment – Have any of the applicants stated that they have no intention to work
in New Zealand
Family reunification:
o Have INZ family reunification instructions been clearly explained to the
applicants and do they understand their entitlements
o If there are any non-travel ing child/dependent declared at interview who do
not quality under RQFR, are the applicant/s wiling to proceed with
resettlement, knowing they wil be permanently separated
o Inter-personal relationships – have any of the applicants declared they are in
a serious relationship, and if so, would this relationship impact upon their
ability to settle in New Zealand, if settlement were to lead to permanent
separation
Family links:
o Have all issues surrounding family links been explored (e.g.: managing
expectations around living close to relatives already in New Zealand
o Is the applicant comfortable being resettled in New Zealand if all their family
have resettled in another country
o Is the applicant comfortable moving far away from the country of asylum and
leaving relatives there, or in their home country.
o Does the applicant understand that they may be permanently separated
from those family members.
o In regard to linked applications, did the discussion at interview confirm that
the applicant would be happy to resettle in New Zealand even if one of the
linked applications is not approved and their own is.
22 | P a g e
Note: Linked cases would all usually be approved or declined together, and the
decision given at the same time,
unless the PA in a linked case is an adult
child/sibling with their own family and their opinion of settling alone has been
fully explored
Opinions held - Do any applicant/s hold opinions that are inconsistent with New
Zealand’s laws and societal beliefs, such as women should not work, girls should not
go to school, hitting children who is acceptable, mistreating animals is acceptable, or
they do not want to live in a multicultural and secular society
Has any applicant expressed they do not want to resettle in New Zealand long-term
and they may relocate after resettlement
Medical or health issued – Are there any potential barriers to settlement in relation
to medical conditions and support required post arrival - i.e. if an applicant who has
a vision impairment is being resettled on their own, is there adequate
resourcing/support available on arrival and in the community to enable successful
DRAFT
settlement. Review ADL information from LMC and discuss with Resettlement Case
Advisor and RQP TA if unclear
Accommodation:
o Family size - If the family is large, will adequate housing be available to them
in New Zealand? If there are adult children in the application are they willing
to live in separate houses?
o Singles - If an applicant is single are they happy to house share (flatting)?
o Expectations - Do the applicants understand that a safe affordable house will
be sourced for them but it may not be close to, or in the same city, as friends
and family?
Language:
o Do any of the applicants only speak one language, for which there is no
language support for in New Zealand
o Has any applicant stated they do not want to learn English and/or will refuse
English language classes in NZ
At interview
Potential barriers to settlement should be discussed and recorded during the
interview.
It is normal to be apprehensive about resettlement, but a barrier to settlement is
something that would impact upon the successful settlement of the applicant(s) and,
in some cases the wider New Zealand community and would be unlikely to change
or change with support, following resettlement
PPI post interview
If, when reviewing the interview and documents, a potential settlement barrier
appears unaddressed/unresolved, the applicant can be contacted and the
settlement barrier discussed again prior to making a decision on the application
Any potential settlement issues/barriers can be discussed with the RCO to
understand their perspective on the issue
What would not constitute a barrier to settlement:
Apprehension about moving to New Zealand
Expressing fear about retraining or working in a different field
Expressing concern about how different the culture in New Zealand is and how it may
be hard to adjust
Saying they want to go home if the security situation improves
23 | P a g e
Expressing unrealistic expectations, if it is obvious that the applicants have become
more realistic during the course of their interview, or will, with support to help them
adjust
Sadness about moving far away from their non-settling relatives
Declining an application on the grounds of Settlement
If a settlement barrier does not appear to have been resolved the application must be
declined on settlement grounds and this noted in the RQP Decision Summary.
Finalise
Finalising the decision using the RQP Decision Summary
RQSO/TA
decision
summary
The RQP Decis ion Summary should include assessment of the applicant’s
circumstances within each area of the Immigration Instructions
If the relevant Immigration Instructions in any have not been met, the application
Dmust be declined based on the immigration instruction the applicant failed to meet
A full explanation regarding why the application has been declined must be included
in the RQP Decision Summary
Note: A detailed account of the applicant’s background as per RRF is not required for
the RQP Decision Summary - see example here: RQP Decision Summary
Out of scope
Note: Ensure to save the final version of the RQP Decision Summary in MAKO and place
AFT
a hard copy in the client file
Update CRM
Updating CRM post-decision
RQSO
On the Client tab/screen on CRM, record:
Any requirements for biodata corrections
HIV status (if relevant)
Biometrics to be taken upon arrival:
o If biometric enrolment is required following the applicant’s arrival at
Auckland Airport, the RQSO should tick the 6(c) on the client record
in CRM.
o They should also add a red sticker to the front of the client file at the
bottom right, noting on the sticker, which person in the case requires
biometric enrolment.
High and Complex needs:
o Add brief notes if any of the following are present for any applicant: SGBV,
family violence, detention history, significant trauma, special education needs –
learning difficulties, developmental delay and mobility issues;
o Any medical/mental health diagnosis or medical information from RRF/MAF not
self-declared or of a sensitive nature (ie: not in Case report); and
o Preface any notes in High Needs box with RQSO: xxxx (name)
RHLT will add further information relating to medical and mental health conditions
and vision impairment from 948 Settlement Medical
Additional reports – tick if there are any available (includes Home Assessment, BID,
BIA or Medical Report)
24 | P a g e
Stakeholder
Finalising Case Reports
RQSO
Case Reports
Generate Case Report template via CRM Case tab/screen
Contribute to Case report as follows:
Photographs of applicants
Ensure all bio-data information is accurate as per travelling identity e.g. name,
nationality, age etc.
Note bio-data corrections to be actioned post arrival are recorded in top table
Include a brief background summary in line with privacy guidelines:
Brief and generalised basis of claim
Date of marriage/start of partnership
Brief inform
ation on family situation if any immediate family member/s not
included
Date and lo
cation of interview
DRA
Family reunification eligibility:
o Specific to the applicant(s) which clearly outlines whether they are
eligible to sponsor under RQFR or RFSC
o If an applicant is eligible to be a sponsor under RQFR or RFSC but it is
not logistically possible at the time of decision, their eligibility should
be noted as well as a statement confirming it is not possible to proceed
with an application and why
Health and Well-being – any medical condition self-declared to RQSO and not
included in CRM/RCO notes should be added to the Case report within agreed
privacy parameters – if in doubt discuss with RCO/RST Case Advisor
Do not include self-declared medical conditions of a sensitive nature, or any
non-declared medical conditions from RRF, MAF and/or IHS or any mental
health diagnoses
Save the Case Report according to the fol owing naming protocol as “A1000 –
RQP case report EXTERNAL” in word and PDF versions in the case MAKO case
folder
Note: See the following link for an example Case Report:
Out of scope
Special Supplementary reports
These reports should be provided when more detail is required than what is
included in the High and Complex needs list
Generate Supplementary report template via CRM Client tab/screen and
information relating to:
o Mental health issues,
o Specific information about periods of detention,
o SGBV,
o Torture and trauma
If there is information available in BIDs or BIAs, that is relevant to agencies,
include summary in Special Report, place yellow dot on the bottom right of
physical file front cover and update CRM (tick additional report report)
Note: Chose Adobe not printer if wanting to save as a PDF. See the following link for
details of how to do this:
25 | P a g e
Out of scope
2PC
Submitting cases for 2PC
RQSO
completed
or cases
Al decisions must undergo a 2nd Person Check (“2PC”) or QAP
identified for
The 2PC process must be completed prior to the RQSO finalising on AMS
QAP
The 2PC process involves an RQSO peer reviewing the file and completing the
2PC checklist
Submitting cases for QAP
The fol owing cases must be submitted for QAP
All applicat ions being declined
DRAF
All RQFR cases
All Emergency cases and
10% of UNHCR Mandated cases identified by each RQSO (per mission)
QAP
The RQP TA wil :
TA
completed
1. QAP the case to ensure decision made is in line with S3.22 and the Immigration Act
2. Record their comments and the case outcome QAP process on QAP sheet and email
it to the deciding RQSO with suggestions prior to decision
3. Update the QAP spreadsheet which is held in RQP TA folder on MAKO
Deciding the
Deciding the case on AMS
RQSO
case on AMS
1. Prior to deciding the application on AMS, the RQSO should check that all applicants
are present and correct (i.e., biodata is correct and applicants included match the
current case composition):
2. Edit application to reflect any known changes to case composition that have arisen
since interview, i.e., additions of babies (or removals of family members - see
section 2
Changes to family composition
3. Ensure to check al medicals have been received for any new additions
4. Decide the application on AMS, as per the fol owing instructions
Out of scope
5. Generate the decision letter:
Open the application on AMS
After the case has been decided and 2PCed, access the decision letter via
template letters (“RQP Decision Letter Approve” or RQP Decision Letter
Decline”) and personalise with the details of the case:
o Add the UNHCR Case Number i.e. 354-15C06211
o Add the RQP Case number i.e. A1111
o Add the PA name
o Remove the irrelevant wording in the subject heading as wel as the
paragraph regarding the “fact sheet” and add relevant information
including interview date notification of travel by IOM
o Add the name of the decision maker
6. Save decision letter on AMS templates
7. Print decision letter, sign and add to file.
26 | P a g e
8. Scan and save electronic version of letter to MAKO case folder
Post Decision
Advising UNHCR of decision
RQSO
Admin
1. Email UNHCR contacts in mission location advising of decision and attaching
scanned and signed decision letter
2. Ensure to copy into the email:
RQSO Mission leader
IM - Selection
IPTO team (for Urgent cases and RQFR cases only)
RHLT team
3. Paste email to UNHCR on AMS Application notes
Intake al ocation
DRAFT
1. All
UNHCR Medical Category approvals need to be flagged to the RHLT by emailing
them at: Out of scope
- include case priority in the email (Normal, Urgent,
Emergency) and cc IM - Selection
2. All
UNHCR Emergency or Urgent priority approvals need to be flagged to
Operations Manager and ITPO team by email and cc IM - Selection and RHLT team
3. RQSO should add al approved Emergency and Urgent cases to the IPTO planning
whiteboard
File Management
1. Complete Case Processing Checklist on inside front cover of physical file.
2. Print the following and place in file:
Decision email to UNHCR
RQP Decision Summary
Case Report
Special Reports
CRM
1. On Case tab, update Case Status from In Progress to Pipeline
MAKO
1. Move all decision-related documents into the case folder in MAKO:
Decision letter
RQP Decision Summary, saved in PDF and word format
Case Report, saved in PDF and in word format
Special Reports – already in PDF
2. Place physical file in Pipeline cabinet and make note on AMS that file has been
transferred to Pipeline
3. Update personal case spreadsheet/record keeping system to reflect decision
outcome and data
6(c)
Occasionally biometric enrolment will need to be arranged upon arrival, i.e., from
post-Biometric individuals who have turned 14 since their family’s interview or for individuals whose
enrolment
biometric data has been lost or corrupted. In such situations, the process is:
27 | P a g e
The RQSO will have ticked the 6(c)
on the client record in CRM. This will
alert the IPTO team to the need to for biometric enrolment
The Liaison Officer who completes biometric enrolment of the applicant will
email the RQSO involved to confirm this has been completed and uploaded
6(c)
If there is no match, the RQSO should record the outcome on AMS
If the results include a Match of concern, the RQSO should speak to the TA or
IM - Selection
DRAFT
28 | P a g e
