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Guidelines - Documents provided by Citiz
Act enship
applicants
Use these guidelines to identify documents (and their descriptions) that:
•
may be supplied by an applicant, or
•
used by Citizenship to process a citizenship application.
General documents
Information
Birth certificates/documents
Background:
Birth certificates/documents are used by Citizenship to verify, in the first instance, a person’s name, date, place of birth and
parent's details.
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The purpose of requesting a birth certificate/document is to accurately establish an applicant’s personal details at the time of
their birth. This is useful when undertaking character checks. the
Preferred birth documents
Type
Description A full birth certificate records the applicant's name, gender, date and place of
birth (town and city of birth should be shown unless
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Full (Long) Birth Certificate
adopted). It also records details of the applicant's
parents.
It may be issued by the authorities of the country of birth.
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Note:
•
If a person has been adopted, it may record the applicant's country of Act
birth (rather than the town or city).
•
Swedish and Danish birth certificates often record a church parish as the
place of birth (e.g. St Peter) - use professional judgement to determine
town or city.
•
A full birth certificate may also record marriage details.
•
A full birth certificate may record the gestational period.
•
A ful birth certificate may record where the parents live.
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•
The birth certificate is proof of paternity for descent claims.
•
Gender is sometimes coded in the personID number (e.g. Danish and
Finnish birth certificates where odd=male and even=female).
•
The gender is also sometimes denoted by the child's surname (e.g.
Russian birth certificates "-ov" male vs "-ova" female). It can also
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sometimes be hidden in the grammatical tense of certain verbs (e.g.
Italian "nato" - he was born vs "nata" - she was born).
•
If gender cannot be determined from the birth certificate, further
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documentation needs to be provided - e.g. passport or hospital record.
An applicant from a country such as China, Japan or Korea may have a household
register or similar family document, rather than a birth certificate. Household
registers record the applicant’s name, date and place of birth, their parents'
Household Register or Family Book
names, and personal details of other family members.
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A household register may also record other key life events, such as a marriage,
divorce, adoption, or change of name.
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Other types of birth document
Type
Description
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This records an applicant's name, date and place of birth.
If the applicant has been adopted it may record their country of birth (rather than
the town or
city). An example
of a short birth certificate may be American 'county' birth certificates.
Note:
• In the United States, a county is an administrative or political
subdivision of a state that consists of a geographic region with specific
Short Birth Certificate
boundaries and usually some level of governmental authority.
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• Descent claims: short birth certificates are not accepted for citizenship by
descent claims.
• Grants: if an applicant does not have a long (full) birth certificate or
household register/family book, a short birth certificate is acceptable for
citizenship purposes, provided the applicant is over 16 years of age. If
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there are any concerns about the applicant's identity a full birth certificate
may still be requested. If an applicant is under 16 years of age a full birth
certificate is required for consent and presence purposes.
the
Sometimes an applicant presents a baptismal certificate instead of a birth
certificate as evidence of their parentage, name, place and date of birth.
If an applicant was baptised within three months of their birth it is a more reliable
Baptismal certificates
source than if they were baptised later.
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A baptismal certificate is generally not acceptable for citizenship by
grant purposes, but may be in certain circumstances. Baptismal certificates may
be used for some descent claims, e.g.:
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• if the relevant authority in the country of birth has advised that the birth
is not registered
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• if the birth register may have been altered or is not available
• for verification of baptismal names used.
Most churches and hospitals hold their own records of births, deaths and
marriages.
A hospital or church record is generally not acceptable for citizenship by grant
Hospital or church records
purposes, but may be in certain circumstances. These would only be accepted as
additional supporting documents for descent claims to provide further
evidence. Hospital or church records may be acceptable for some descent claims,
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e.g. Samoan applications.
An applicant may provide a notarial certificate that is recognised as an official
record of birth in the applicant’s birth country.
Notarial certificates will only be accepted as primary evidence with an original
Notarial certificate
birth certificate provided.
Note: Notarial certificates from China are commonly provided and may be
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accepted. See Policy - Documents required for citizenship applications - Chinese
documents subheading.
This is a descent registration certificate recording that a child’s claim to New
the
Zealand citizenship by descent has been registered with a New Zealand
diplomatic post. The post has already sighted the relevant documents.
Certified Copy of Entry in the Register
Book of Births Kept Pursuant to
While the document is not a birth certificate, it does establish New Zealand
Citizenship Regulations 1978
citizenship by descent.
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(Consular Birth Registration)
Note:
• It is possible that a person’s birth may have been registered in this way,
and never registered in their country of birth.
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• Before 18 November 1992 this certificate was known as a 'New Zealand
Consular Birth Registration'.
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• The Registers are held on level 2 of 7 Waterloo Quay. Other types of
consular registration certificates have been scanned and are on the Y:
drive.
Birth certificate showing birth at sea or on The applicant may produce a New Zealand or foreign birth certificate which
aircraft
shows place of birth on board a ship or aircraft.
e.g. child born in Japan while parents on overseas service for a USA parent (with
NZ citizenship)
Overseas service citizenship
Unable to obtain a Japanese birth certificate as they were not officially born in
Japan and were issued a USA citizenship certificate
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These are only acceptable if no local certificate is available.
New Zealand birth certificates issued under either section 15 or section 20 of the
Births and Deaths Registration Act 1955, showing place of birth outside of New
Zealand, are
not proof of New Zealand citizenship.
New Zealand birth certificates - Place of A descent claim or claim to citizenship by being adopted in a New Zealand court
birth outside New Zealand
may exist in these cases. Official
For more information, see Guidelines - Confirming birth occurred in New Zealand
1949 - 2005.
the
Note:
If an applicant cannot provide a long birth certificate, the acceptance of another birth document is assessed on a case-by-case
basis. If you are unsure whether a document is acceptable discuss with your peer network.
Passports
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A passport is a document of identity issued and valid for a fixed term, to facilitate international travel. A passport is usually
issued to a person who is a citizen of the issuing country at the date of issue. Passports include the applicant's photograph,
signature and bio-data details.
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Applicants should provide their current passport, and previous passports may be requested if required.
If applicants are unable to provide passports as requested, then they must provide a written explanation (either by email or Act
letter).
Notes:
• A passport may be issued to a person who is a 'national' of the issuing country (which is distinct from being a citizen -
usually they have different rights, such as where they can live).
Examples: British passports issued to British overseas nationals (usually born in Hong Kong), United States passports
issued to United States nationals born in American Samoa (there will be an endorsement in the passport stating they
are a US national).
• Applicants born in the Channel Islands-Guernsey, Jersey and Isle of Man-are British citizens.
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• There are other countries that follow this same example and its important LISO's check that the correct citizenship is
recorded for the applicant.
• Check the country book or other resources for further information.
Passport purpose
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The purpose of requesting a passport, and in some cases a previous passport, is to:
• use it as evidence of a person's current name
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• help to establish other personal details of an applicant
• confirm the identity that the applicant is using
• obtain photographic identification of an applicant
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• obtain a specimen of an applicant’s signature
• confirm an applicant’s travel and permits.
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Information
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o section 8(9)(b) intention to accompany New Zealand citizen spouse on Crown Service or public service.
• for descent: the paternity of a child born before 1 January 1949, if the parents were married at the time of the child’s
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conception or birth (or were married before 1 January 1978), provided there is no evidence to the contrary.
Note: Some countries issue ceremonial certificates that are issued by a celebrant or minister on the day of the event.
These certificates are not proof that the marriage or civil union event has been registered with the Registrar of Births, Deaths
and Marriages, and are not acceptable as proof of a change of name. The applicant must produce a marriage or civil
union certificate that has been issued by a Registrar. These vary slightly from state to state but show that the marriage or civil
union has been registered.
Marriage or civil union certificates not provided
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The table below outlines some common scenarios where an applicant has not provided a marriage, civil union or divorce
certificate.
If...
Then...
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the applicant wants a married
a certificate must be provided.
name recorded and this name
does not appear in the INZ API or If the marriage or civil union took
the
their passport
place in New Zealand, you can
check DCS for the record first.
the applicant wants a married
no certificate is required.
name recorded and the name
appears in the INZ API or a
The INZ API or passport confirms
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passport
that the applicant is entitled to use
this name.
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the applicant has not indicated
you do not need to enter married
they use their spouse's name in the names for the applicant into the
application
system.
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a marriage certificate should be
the applicant has declared they use provided.
their spouse's name as an 'other
name' but does not want it on
If the marriage or civil union took
their citizenship certificate
place in New Zealand, you can
check DCS for the record first.
the applicant wants a married
a certificate must be provided.
name recorded on their citizenship
certificate and this name does not If the marriage or civil union took
appear in the INZ API or their
place in New Zealand, you can
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passport.
check DCS for the record first.
All married/civil union names declared by the applicant must be entered into COS/CCMS to ensure police checks are carried
out on each name.
For intention and residence purposes (Crown and public service), marriage/civil union/divorce certificate(s) are required
regardless of whether the applicant is using their spouse’s name.
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It may also be appropriate to request additional marriage/civil union/divorce documents if there is suspicion or evidence of
bigamy.
the
If there are any concerns relating to an applicant’s identity, even if entitlement to the name is clear, further documents can be
requested. Consult your peer network for advice.
Divorce or dissolution papers
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A person who is divorced usually receives divorce papers to confirm that their marriage or civil union has been dissolved.
If an applicant has been required to surrender their marriage or civil union certificate as a result of divorce, the applicant may
provide divorce papers as proof of a marriage or civil union.
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Divorce documents are acceptable as proof of a marriage or civil union, provided they are original documents issued by a
Court or public authority that recorded the couple’s names, including the names before the marriage or civil union, date of
the divorce, and the parent's names.
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Note:
If a divorce document does not record the applicant's name before marriage or civil union, and the applicant is unable to
provide a marriage/civil union certificate, the applicant is required to provide additional documents to confirm their
entitlement to use this name.
School leaving certificates
Information contained in these documents includes name, date of birth, place of birth, and name(s) of parents.
These certificates are generally not accepted for citizenship purposes, however, if an applicant cannot provide a birth
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certificate or household register, they may provide a school leaving certificate in certain circumstances. This is assessed on a
case-by-case basis.
Consult your peer network if discussion is required or you are unsure whether a document is acceptable.
National identity card
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A national identity card is issued by some governments to distinguish one person from another. The card is issued to a
resident or citizen, usually includes a photograph, and is valid for a fixed term. It is useful in establishing an applicant's name
the
and other personal details at the time of issue, and for obtaining photographic identification.
The card is generally not accepted as a birth certificate for citizenship purposes, as it records current rather than historical
personal details. If an applicant cannot supply a birth document or passport, they may provide a national identity card in
certain circumstances.
Consult your Team Leader if you are unsure whether a document is acceptable.
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Note:
A population register is used in Scandinavian countries (e.g. Sweden) instead of a birth certificate.
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Statutory declaration
General
A statutory declaration made in New Zealand is a solemn, sworn statement taken under the Oaths and Declaration Act 1957.
A statutory declaration must be sworn and witnessed in the presence of an authorised person. Authorised people include
Justices of the Peace, solicitors, Members of Parliament, some members of staff, and other people authorised by law to take
statutory declarations.
A statutory declaration made in New Zealand must be in the following form:
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'I [Name], of [place of abode and occupation], solemnly and sincerely declare that [insert facts]…. . and I make this solemn
declaration conscientiously believing the same to be true and by virtue of the Oaths and Declarations Act 1957.'
It is an offence to make a false statutory declaration. The person who makes a statutory declaration is legally responsible for
the truthfulness of the information it contains, and can be prosecuted if the information is found to be false.
Change of name
Official
There are several ways a person may change their name in New Zealand:
• entering into a marriage or civil union
the
• executing a Change of Name by Statutory Declaration
• executing a Deed Poll.
The latter two options are detailed below.
Change of name by statutory declaration under
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A change of name by statutory declaration that has been executed in New Zealand is acceptable for citizenship purposes if it
has been executed in front of a solicitor, or registered with the Registrar of Births, Deaths and Marriages, and is made on the
form provided by the Registrar General.
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See Process: Register change of name by statutory declaration.
Note:
The original form with official stamp must be sighted.
Deed pol
A deed pol is a legal document used to change a person’s name. Deed pol s are registered with Births, Deaths and Marriages.
Since 1 September 1995, names are changed in New Zealand by statutory declaration and not by deed poll. Deed polls
completed in the UK need to have been witnessed by a solicitor.
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Foreign deed pol s
To be acceptable for citizenship purposes, a foreign deed poll must be legally valid according to the law of the country in
which it was executed.
Affidavits
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An applicant may provide an affidavit from a country where birth and marriage registration was not widespread until recently,
for example, China and India.
the
An affidavit is similar to a statutory declaration and is used frequently in legal proceedings, i.e. it is a statement in writing and
on oath, sworn before someone who has the authority to administer it.
A decision on how much weight to attach to an affidavit is made on a case-by-case basis.
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Certificates of identity and refugee travel documents
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Background
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A certificate of identity may be issued to a person who is unable to obtain a passport, or a person who is stateless.
A refugee travel document may be issued to a person who has approved refugee status.
Description
Certificates of identity and refugee travel documents:
• are issued to people who are unable to obtain a passport from their country of origin
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• may be issued by a state other than a person’s state of origin
• do not establish that the holder is a citizen of the issuing state
• cannot be used as proper verification of the bearer's identity or personal details.
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Caution
The certificate of identity referred to in this section is issued in New Zealand by the Department of Internal Affairs. It should
the
not be confused with the document of the same name issued by Immigration New Zealand (INZ).
The certificate of identity issued by INZ is a document which contains a person’s photograph and records their name, place,
and date of birth, and has an INZ permit attached.
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Adoption documents
Form
Description
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A Departmental form used to help determine the applicable legislation and the
legal validity of an adoption from:
• a Commonwealth country, or
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• a country specified by Order in Council, or
• the United States of America.
The form is completed by a lawyer or solicitor familiar with the adoption laws of
the country.
CIT ADOPT Form A
Note:
• The form is not conclusive. There may be evidence that the adoption may
not comply with the law of the country in which it was made.
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• The law of the country needs to be sighted.
• Form
not used with Hague Convention adoptions.
• Can accept CIT ADOPT A/B form without Notorial Certificate if you are
able to verify lawyer/lawyers' place of work.
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A Departmental form used to help determine the applicable legislation and the
legal validity of an adoption from:
• a non-Commonwealth country, or
the
• a country not specified by Order in Council.
CIT ADOPT Form B
The form is completed by a lawyer or solicitor familiar with the adoption laws of
the country.
Note:
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• The form is not conclusive. There may be evidence that the adoption may
not comply with the law of the country in which it was made.
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• The law of the country needs to be sighted.
• Can accept CIT ADOPT A/B form without Notorial Certificate if you are Act
able to verify lawyer/lawyers' place of work.
For citizenship purposes, the final adoption papers are required to establish the
citizenship status of children adopted in New Zealand.
The final adoption order in New Zealand is not usually available but a notice of
adoption (usually an ADOPT 6 or 8) is issued by the court where the adoption
took place. This is acceptable for establishing that the adoption took place in
accordance with New Zealand law.
Note:
Information
Final adoption orders (NZ)
• The ADOPT 6 or 8 is the standard document provided by the court,
although there are many versions of them which are acceptable evidence
that the adoption has taken place.
• Under the New Zealand Adoption Act 1955, the Family Court may issue a
final adoption order, or an interim order which is usual y issued for a
specified period of time, e.g. six months. The adoptive parents do not
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become the legal parents of the child until the final adoption order has
been issued.
An adoption order is evidence that a legal adoption has taken place within the
the
law of the state in which the adoption took place, unless the Department has
some proof that the adoption is not legal under the law of that country. This
Final adoption orders (Overseas)
information is generally held in the Black Adoption Binders.
For more information, see the Crown Law legal opinion located in Y:Special
Operations/Robyn/Legal Opinions/CrownLaw.pdf
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Note:
This information is subject to legal privilege. Permission must be obtained before
releasing it.
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An interim adoption order is not acceptable for citizenship purposes.
Applicants who produce an interim order must either:
• obtain an ADOPT 6 or 8 from the relevant court, or
Interim adoption orders
• wait until the adoption is finalised and then obtain an ADOPT 6 or 8.
Note:
The above Adoption orders only apply for New Zealand adoptions. For an
overseas adoption, a final adoption order must be provided.
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A New Zealand post-adoptive birth certificate showing a place of birth outside
New Zealand is not in itself proof of New Zealand citizenship.
Post-adoptive birth certificate (NZ)
If the child was adopted in New Zealand on or after 1 January 1949 by a parent
who was a New Zealand citizen at the time of the adoption, then they may have a
claim to New Zealand citizenship. However, further documents wil be required.
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Births, Deaths and Marriages can issue pre-adoptive birth certificates for people
born in New Zealand.
Pre-adoptive birth certificate (NZ)
These are issued for the purposes of the Adult Adoption Information Act and are
the
clearly stamped to this effect.
Such birth certificates are not acceptable for New Zealand citizenship purposes.
Note:
Some countries issue an adoption certificate/extract
and a full adoption judgment or ruling. The adoption certificate/extract is
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often not sufficient for our purposes. In many cases, we wil also need to sight the full judgment or ruling in order to assess
compliance with adoption requirements.
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Death certificates A death certificate cannot be accepted instead of a birth certificate. However, it can be used as supporting evidence of change
of name, identity of applicant's spouse, and (sometimes) children.
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Paternity documents
Deeds of paternity
Deeds of paternity are used to establish paternity if the father is not recorded on the child's birth certificate and there is no
evidence to the contrary. The execution of an instrument as a deed is governed by section 4 of the Property Law Act 1952.
Every deed must be:
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• signed by the parties who will be bound by it
• attested by at least one witness.
Deeds are only proof of paternity in the absence of any evidence to the contrary.
Requirements for a deed of paternity
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Proof of paternity for the purposes of New Zealand citizenship is subject to the conditions of section 8 of the Status of
Children Act 1969 (as authorised by section 3(1)(b) of the Citizenship Act 1977).
the
One of those conditions (i.e. subsection 2) requires both parents to acknowledge the relationship between the father and the
child by a 'deed'.
Although a deed does not require any set form of words, a deed of paternity must include:
• full identification of each of the parents
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• full identification of the child
• attestation by both parents to the father-child relationship
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• the witness's name, address and occupation (for deeds executed in New Zealand).
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Witnessing deed of paternity
A joint deed can be witnessed by anyone who has personal y known the parents for twelve months or more.
Separate deeds can be witnessed only by a solicitor or attorney.
For deeds executed overseas, it is recommended that the witness be personal y known to the testifier.
Birth certificate may meet deed of paternity requirements
Information
If both parents are dead, or if one parent is not available at the time of application, some birth certificates meet Citizenship's
legal requirements for a deed of paternity.
If parents are not married, some birth certificates have paternity acknowledged. The certificate is completed, signed by both
parents, and witnessed. These certificates may meet Citizenship's legal requirements.
Further information
Official
For information on documents from specific countries refer to:
• Doc & Intell Register.doc (DMS location: Citizenship > Policy and Procedures > Country Book > General > A - Z
the
Country Document & Intel igence Register, or in the y-drive in the Country Book folder.)
• State Department Reciprocity Schedule.
Scans/photocopies
Scans or images of documents are acceptable for online applications, these may be provided as part of the submitting of the
under
application. If an applicant who has applied online is required to supply further evidentiary documents, they can supply these
via email.
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All non-original documents supplied with the application or via email must be in full colour and have a clear resolution.
Documents provided with paper applications must have the original documentation sighted. However, additional supporting
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documents may be provided via email, as long as the applicant has provided at least one original key identity document (e.g.
passport). Professional judgement can be exercised to accept:
• Scans of original documents via email (if at least one original key identity document has been provided).
• Written explanations of why an original document is unavailable.
• Copies of documents when the applicant has confirmed in writing that the original is lost/unavailable.
Official certified copies
Some authorities will issue certified photocopies as replacements. These are acceptable provided they bear the original
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seal or stamp of the issuing authority.
We can accept certified copies of documents from a New Zealand High Commission or Embassy.
Use the template Citizenship by grant - certified copies of documents from NZ High Commission or Embassy.docx
(cohesion.net.nz) to write to the applicant
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Translations
Documents provided by an applicant in a language other than English, must be translated if the document contains no
the
English translation
Exceptions to the requirement for translations may be made if:
• The document is in Latin script AND
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• The key details are easy to make out AND
• The applicant’s details are consistent across all the documents they have provided, their application form, and AMS
record
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Note: If an applicant does not have a translation, you may be able to contact Immigration NZ (INZ) to see if they have a
translation they can forward on to us.
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Fees: Fees for translations are no longer charged for any supporting documents required for the application process for
Citizenship. This includes submissions.
If citizenship applicants do require a copy of the translation for their own purposes, they may request this using a translation
request form. This wil be charged at the standard fee of $95.
See Procedure - Translation Request processing.
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Cook Islands, Niue and Tokelau documents
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To process these applications we would require the following documents
• Original birth certificate
the
• Marriage Certificate(s) (if applicable)
• Name Change Certificate(s) (if applicable)
• Passport(s) (if required, the residency stamps in the passport)
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• Residency Certificate
• Travel records
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• Police clearance(s)
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A sample copy of the above documents can be found in the links below
Cook Island documents Cook Island documents Redacted.pdf (cohesion.net.nz)
Niue documents Niue documents Redacted.pdf (cohesion.net.nz)
Tokelau documents Tokelau documents Redacted.pdf (cohesion.net.nz)
For further information on Cook Island, Niue or Tokelau applications please refer to Information
Policy - Documents required for citizenship applications (cohesion.net.nz)
Guidelines - Cook Islands, Niue, and Tokelau citizenship applicants (cohesion.net.nz)
Guidelines - Requesting overseas police clearances (cohesion.net.nz)
Page last updated 21/02/2024
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Guidelines - Checking applications include
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required documentation for citizenship by grant
Use this checklist to:
• know what documentation is required for the following citizenship applicants, and
• check that all required documentation has been provided by the applicant and is contained in the applicant's service request.
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Documents required by...
includes...
• birth certificate or their country's equivalent
Note:
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If applicant is under 16 then the birth certificate must include the names of the
applicant's parents.
all applicants
• all passports and travel documents
the
• passport size photos
o two identical photos for paper-based application
o one uploaded photo for online application
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applicants not yet 16 years of age
• parents' passports
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• adoption papers, if applicable
• proof of guardian's authority, if applicable.
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Note: Where both parents are required to provide consent, i.e paper applications and/or
hold citizenship from a single citizenship country, both parents' passports are required.
proof the applicant was:
• in New Zealand on the 14 September 1982, or
Samoan applicants
• legal y entered New Zealand after 14 September 1982, and has been granted
permanent residence status.
• name change documents such as deed pol , adoption papers, statutory
declarations if required by the Policy - Names and citizenship by grant
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applicants
• letter of explanation if applicant spends a lot of time travelling
• marriage/civil union certificate(s)
• divorce document(s).
Official
applicants if applicable
Note:
If the applicant has been:
the
• married, in a civil union, or divorced
and;
• any passport has been issued in the married name
a marriage/civil union/divorce certificate is required to link these names.
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If the applicant is or has been:
• married, in a civil union, or divorced and;
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• has not used their spouse’s name and does not want it to be the name recorded
on their citizenship certificate
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a marriage /civil union/divorce document is not required.
However, all married/civil
union names mentioned on the application form must be entered into COS/CCMS to
ensure police checks are carried out on each name.
It may also be appropriate to request additional marriage/civil union/divorce documents
if there is suspicion or evidence of bigamy.
If there are any concerns relating to an applicant’s identity, even if there are clear links
between names, further documents can be insisted upon. Consult your team leader for
advice.
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For intention and residence purposes, marriage /civil union/divorce certificate(s) are
required regardless of whether the applicant is using their spouse’s name.
Niuean, Tokelau, and Cook Island applicants
• Police Clearance Certificate from the Niue, Tokelau, or Cook Islands
• Travel Movement Report
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Page last updated 12/7/2023
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Policy - Names and citizenship by grant
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applicants
When to use
This page wil help you determine which names to record for citizenship records and background checks.
Role
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Life and Identity Services Officer
In this article
• Policy background
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• Using Immigration New Zealand's information
• Confirming the applicant's preferred name
the
• Name change through marriage or civil union
• Request to record part of a given name
• Minor spelling differences
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• Names for background checks
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Policy background
Before an applicant's eligibility for citizenship can be determined it is necessary to establish their identity and name. It is not possible to process a citizenship
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application if the identity of the applicant cannot be established. When the applicant's identity has been established, the applicant's eligibility for citizenship
can be assessed, and their name determined for citizenship purposes. An applicant is normal y identified by the documents and photograph they provide in
support of their application.
Using Immigration New Zealand's information
Immigration New Zealand (INZ) establishes the identity of non-New Zealand citizens who enter New Zealand and obtain residency. New Zealand residents
spend a minimum of 5 years in New Zealand using the name and identity they entered New Zealand on (that INZ has on record), before they apply for
citizenship. We consider the person's overseas passport to be their origin document, with equivalent status to a NZ birth certificate for those who are born
here. In most cases, we do not need to be concerned with the applicant's names prior to entering New Zealand.
Information
Before an applicant's eligibility for citizenship can be determined, it is necessary to check their name against the details held by Immigration New Zealand
(INZ).
We need to confirm that:
• the same person in INZ's records is the person applying for citizenship
Official
• they are entitled to use the name they have asked to be recorded on their citizenship certificate
• we have enough information about the person to run background checks.
the
Confirming the applicant's preferred name
The citizenship certificate needs to record an applicant's
full legal name.
under
We need to check that the name the applicant has recorded in their application meets this criteria.
Some applicants will have more than one name they are legally entitled to use.
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Due to the different naming conventions around the world, you may also encounter grey areas in entitlement or order of some applicant's names. We can
apply some flexibility for known cultural naming conventions. See: Guidelines - Identifying naming traditions from around the world.
If you come across something that is an exception to this policy, see: Guidelines - Entering names into COS and CCMS. Consult your peer network and use
Act
professional judgment. Exceptions are al owable as long as your reasoning is clear and makes sense, and the outcome does not directly contradict this policy.
Fol ow the table below for the most common scenarios you wil encounter.
If...
then...
check their documents for recent legal name changes.
If they have not had a recent legal name change, you can accept they are
the name on the application and INZ record match
entitled to use this name. Information
If they have had a recent legal name change,
they must use the new,
changed name.
confirm the application name against documents provided.
the name on the application and INZ record doesn't match
Note: The names may not match because the applicant has been married
Official
or changed their name since last interacting with INZ, or they may
reverting to their birth name (from a married name).
you cannot tell from documents provided that the applicant is
the
entitled to use the name
contact them for a document to show their entitlement to this name.
direct them to either:
the applicant does not have entitlement to use the name on
•
their application form
complete a legal name change if they want to use the name
under • use a name they are entitled to.
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Name change through marriage or civil union
Act
Applicants who have been married or entered into a civil union are entitled to use either:
• their birth family name
• their partner's family name
• a combination of the above, as a double-barrelled name (with or without a hyphen).
If the applicant's preferred name seems to have come from a New Zealand marriage or civil union, but no document was provided, search DCS for the record.
If the record is located, you do not need to ask the applicant for the marriage or civil union certificate.
If you cannot locate the record in DCS, email 9(2)(g)(ii)
See: Procedure - Verifying NZ Life Event Information .
Information
Request to record part of a given name
An applicant may ask to have only part of their given name recorded on their citizenship certificate. This may be for cultural or religious reasons.
The citizenship certificate must record the applicant's full given name, including the part of the name the applicant does not wish to be recorded. This is
Official
because the citizenship record must reflect a name the applicant is entitled to.
The applicant should also be advised of their ability to have a legal name change.
the
See Guidelines: Determining name to be recorded on citizenship certificate.
Minor spel ing differences
If there is a minor spelling difference between an applicant's name recorded on their birth certificate and passport, e.g. Ann/Anne, the citizenship certificate
under
can be issued in the applicant's preferred name provided it appears on one of these documents.
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Information
Official
the
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Procedure - Complete and Correct Act
When to use
Use this procedure to check all information and documentation supplied by the applicant for processing, is relevant and complete.
System
Customer Centred Management Solution (CCMS)
Information
Role
Life and Identity Services Officer (LISO)
Official
Steps
Check conflict of interest
the
Check the
applicant name, the
consent giver, other
consent giver or
anyone recorded on the application to assess if there is a
conflict of interest.
See:
1
• Guidelines — Manage Conflict of Interest in CCMS
under
• Procedure — Resolve a conflict of Interest
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Click the
Conflict of Interest button.
Declare the conflict of interest and pick a new queue item instead.
The conflict of interest wil then go back into the queue to be reassigned.
Act
Note:
2
• Group applications that are conflicts of interest with the same service ID are also released back into the queue. CCMS knows not to real ocate group
members back to you.
• The conflict of interest button is found under the
My Service request table.
Click on the required service request and the button will show
Information
Official
the
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Act
Information
Official
the
under
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Determine application type
Act
Click the
Change application button if it is displayed.
Note: This button will only display if the applicant has changed age from under 14 to 14-15 or is turning 16.
See: Procedure — Change of application type
If...
then... contact the customer to confirm they want citizenship by
descent.
If they want to apply for descent:
Information
1
• request they fill in the DRG form
a customer completes the citizenship by grant online
application, but they intended to apply for citizenship by
• cancel the application in CCMS
descent
• refund the customer using the ex-gratia refund
process
Official
• the approval reason for a ful refund is that customer
has applied for the wrong product.
the See: Procedure - Process a refund
2 Continue to follow the steps below if you do not need to change the application type.
under
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Information
Official
the
under
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Act
Information
Official
the
under
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Act
Information
Official
the
under
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Act
Information
Official
the
under
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Act
Information
Official
the
under
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See: Policy - Release of information by the Citizenship Office
• the address
Act
AND/OR
• these can only be updated in the
person record.
• contact details
• Changes made will automatically update the applicant data as well.
AND/OR
See: System step - Edit contact details.
• preferences need updating
Information
these updates can only be made in the application.
The biodata of the applicant needs to be changed/corrected
These will be automatically updated in the
person record after the
Eligibility
1 stage.
• request that the applicant provide new referee details through
Official email. Refer to the
Identity Referee tab when seeking your
information.
• The ID referee shares the same
surname or
address as the applicant e.g. you will need to ask the applicant to provide the new Identity Referee's:
the
AND/OR
• Given Names
• Anything in the application suggests that there is a relationship
between the applicant and ID referee
• Last Name
The referee does not meet the ID Referee criteria
•
New Zealand Passport number
under
See: Policy – Citizenship Identification Management and Evidence of Identity
• Date of birth
• Years they have known the applicant
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• Email address
• Contact Number
Act
• Address
Note: If it is not clear, you may also ask the applicant if a relationship
exists that impacts the ID referee criteria.
Do not contact the ID referee.
• Upload the response email from the applicant as a
supporting
document.
Note: A referee is not a witness hence the witness form is not required to be
filled in. Information
Check the
Country of Birth (COB) is populated.
Add the
POB from the
drop down list provided in the
biodata section.
If…
then…
1
determine the standard English spelling from the Policy and
Official
update the country of birth.
The COB contains diacritics or non-English characters
See: Policy - Place and country of birth for Citizenship
applicants.
the
Check
Place of Birth (POB) is populated.
Add the POB from the
drop down list provided in the
biodata section, if not populated.
2
• The POB is required for printing the certificate.
Why should I check that the POB is populated?
Check this especial y where POB and COB are same.
under
e.g. Hong Kong, Singapore etc.
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• If not populated, fill in the place of birth (for above
examples as Hong Kong / Singapore)
Act
determine the standard English spelling from the Policy and
update the country of birth.
What if the POB contains diacritics or non-English characters? See: Policy - Place and country of birth for Citizenship
applicants.
Double click the
INZ result to access the full report
Check the
'Identity' tab in the
INZ Summary page for
'other names'.
3
Copy any INZ '
other names' which are not duplicated to the
'other names' section in the
Unit of Work.
Information
9(2)(b)(ii)
Add the
'Name type' in the
details section under the
'Applicant' tab.
4
Note: In creating an application on the portal, there is no
Name Type field in the application form.
Official
Due to this, the Name Type in CCMS is not populated. However, it is a system requirement that this field is completed.
Ensure al fields required for DAL and the Register have been completed.
the
Applicant family name
5
Name type
What are the required fields?
Gender
under
Place of Birth
Country of Birth
Supporting document, with a photo of the applicant
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the document type as 'photo of applicant' and
Provided as, as 'identity'
Act
See: Fields checklist.
Note:
Ensure
these
fields
are populated before approval. They are
required for certificate printing, DAL and Register updates.
Enter any missing information in the application from supporting documents.
Information
If...
then...
• if the missing information is minor, use clarification to
resolve.
• Identify and collate all issues that require clarification
then contact the applicant and ask for these to be
Official
6
information is missing from the application
provided.
Note: if the
Parent's Country of Citizenship is missing from Follow the guidelines below to see how this information may
CCMS, this is a known defect. Follow the instructions here to be obtained.
the
locate the information and enter into the
Relationship tab
.
See:
• System step – Resolve Clarification.
under
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• Template – Citizenship by Grant Email and Letter
template.
Act
• Guidelines - Changes to application data for
citizenship by grant
• go to the
citizenship ceremonies tab.
• Click
'Yes' for
'Assistance needed'.
the applicant has indicated they wish to
attend a ceremony
• In the
'Assistance needed' add a comment:
with someone else:
Information
Note:
o The total number of group members. E.g.
• This is only necessary where an applicant applied
'
Group members -3'
individually in CCMS (before groups were in CCMS),
o The other applicant's
name.
• or where one applicant applied through COS and the
other through CCMS.
o The other applicant's
service ID.
Official
See the fol owing step for further information on how to link a
group for a ceremony.
the S ee: System Step - Link a group for a ceremony.
contact the applicant and get details on this.
the
relationships section is marked
'Yes' by the applicant but
there is no other information in CCMS to support this
Note:
The relationship table is not a mandatory field, so the applicant
under
may miss filling out these details.
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the applicant has ticked
'Yes' to
government interactions
it is not mandatory for the customer to click
'yes/no' on each
questions, and some agencies are greyed out
agency. When a customer does not choose any option the
fields appear greyed out in CCMS.
Act
a customer has clicked
'yes' on an agency but not provided an contact the applicant and/or agency to get an explanation,
explanation
plus any other evidence.
If the gender on the service fields are different to the gender on the documentation, check if the applicant has supplied a
Statutory Declaration.
If.
then.
7
The statutory declaration has been provided for the above
make a
note in the
supporting documents and complete task
Information
purpose
comments.
The applicant has not provided a statutory declaration
contact the applicant and verify this information through
LET185 Request a statutory declaration.
the applicant confirms a gender change
See: Policy - Gender recorded on a citizenship certificate
Official
Check the applicant's passport/travel document details against their countries of citizenship.
the
If...
then...
8
clarify the passport's correct country of issue with the applicant
if required and correct this information in CCMS.
the country of issue does not match the applicant’s countries
under
of citizenship
Note:
There are instances where the customer enters the name of the
country where the passport was processed. E.g. UK for an
Australian citizenship, as the passport was renewed in UK.
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In this case change the country of issue to "Australia".
Act
The applicant holds a passport for a country of that is different Clarify how the applicant has obtained their citizenship(s) and
to their country of birth,
request evidence, if required.
OR
See:
Guidelines - Confirming citizenship applicant's right to
They hold multiple passports or citizenship.
hold a passport
9
For a child applications, refer to
'Check consenting adult details for child applications' below.
Confirm supporting documents are provided
Information
Assess the quality of the
photo supplied and the
scanned copies.
If.
then…
• refer to the guidelines on photo standards.
Official
• Request the applicant provides another photo if photo
1
The photo quality is not at the required standard
is not as per requirement.
the See: Guidelines - Photographic standards for citizenship
applications
you have a paper application and the photo is not digitised
paper photos can be accepted for paper applications.
under
2
Check the identity photo specifications.
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• Document type should be
'Photo of applicant' and
Act
• Provided as should be
'Identity'.
• The photo should be a
JPEG file.
What are the specifications for the identity photo file type?
• Photo orientation must be
portrait
• Correct the document type/ category/file
type/orientation where required.
See: System step - Adjust photos to meet photo standards
Information
• Convert file type to JPEG and upload as a supporting
document.
Note:
What if the file type is not a JPEG?
The photo upload to DAL will fail if the file type is not JPEG.
Follow the link below to see instructions on conversion of file
Official
type to JPEG.
See: Procedure - Convert a PDF or PNG file to JPEG file.
the
Check that the
supporting documents and
translations have been allocated to the correct
service.
If…
then…
the supporting documents and translations have been
save them to your desktop and upload them to the correct
3
incorrectly allocated
service.
under
documents are still with the wrong service and need to be
raise an MSP (My Service Portal) ticket and request the TAM
deleted
support hub to resolve this, as documents cannot be deleted in
the wrong document is uploaded
CCMS.
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See: System step – raise an MSP ticket
Act
• use the information in the supporting documents and
translations to find the correct service and then attach
them to that service.
the supporting documents are not for this applicant
• If you cannot find the correct service, follow the
existing process for unmatched bring-ups.
Information
• escalate the service to your team leader in the first
instance.
• If required, escalate the service to Investigations.
•
Official
The applicant provides objectionable material in their uploads
Do not share the material beyond yourself, your team
leader or investigations unless required.
• If you are affected by the material and need assistance,
the contact the Employee Assistance Programme (EAP).
Out of Scope
.
under
Confirm that al supporting documents or translations are provided.
4
See:
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• Policy – Documents required for citizenship applications.
• Guidelines – Checking applications including required documentation for citizenship by grant.
Act
See: Guidelines – Supporting documents in CCMS.
How do I identify the right
'document type' and '
provided as'
for supporting documents?
This page contains steps on how to amend the document
labels.
What if the applicant:
• has provided a New Zealand passport
• They are likely to be a descent to grant upgrade.
Information
• has a birth certificate that shows that one parent is a
• Follow the system steps below to process a descent to
New Zealand citizen
grant upgrade.
• has provided citizenship by descent
See: System step - Descent to grant upgrade
(under
development)
Official
• Identify and collate all the issues that require
clarification then contact the Customer and ask for
the these to be provided.
What if supporting documents or translations are missing, or
are of poor quality?
See: System step – Resolve clarification.
• Once received, check the documents sent are correct
under
and save them to your desktop before uploading them
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to CCMS.
Act
See: Guidelines – Prefix list for renaming scanned documents.
• Once uploaded, delete the documents from your
desktop.
What do I do when uploaded documents show a
'pending
upload' sign?
Ignore this warning, as the system wil upload.
What if the applicant has provided a letter requesting urgent
processing?
See: Procedure – Handle an urgent request for processing.
Information
Check consent giver's details for child applications
1 C heck the consent details in the
relationships tab.
2
Check to see the consent giver's details match with supporting documentation. E.g. Birth certificate, guardianship records.
Official
Note: Details should match enough that you are sure the consent giver is the right person. Some differences may be accepted
if there are no other concerns.
Check the child's citizenship.
the
If...
then...
• consent is only needed from one consent giver.
3
the child belongs to a country that allows dual
Note:
under
citizenship
If the consent giver has indicated that the other parent won't or
can't consent to the application, then:
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• see: Policy - Consent for grant applicants under the age of 16
for follow-up actions.
Act
• consent is required from both consent givers.
Note: if the applicant is applying with both parents there is no need to
obtain consent from the second parent.
• To check requirements for consent giver for a child application,
refer to the policy guidelines below.
the child belongs to a country that does not allow dual
citizenship
See: Policy - Consent for online grant applicants under the age of 16.
• If the second consent giver consents, they need to complete
Information
the consent form and they need to provide a copy of their
passport.
Note:
Use the 'Consenting parent or guardian for Under 16s' letter in the
CCMS letter templates area.
Official
Complete final checks
the
Check whether the applicant is eligible for citizenship under
Section 10.
See: Policy - Grant of citizenship under Section 10.
1
If...
then...
under
•
the applicant is eligible and wants to apply under Section 10
Create a
new application record
in COS.
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• Write the
CCMS reference in
COS.
Act
• Write down the
COS reference number in
CCMS.
• Write a note in
'Cancel ed/withdrawn reason' in the
'general' tab providing the reason for the cancellation.
• Close the application in
CCMS by changing the status
to
'Cancel ed'.
• Process the application in
COS or discuss the
Information
application with your team leader, and have them
assign this application to a case officer processing
Section 10 applications.
See: Procedure - Send Section 10 grant applications forms to
applicant.
Click into the
Complete and Correct ID under the
application processing table from the
General tab in the
CBG
Official
application.
The complete and correct ID general tab will open and show the editable grid.
the
You will see the following columns:
2
• Tasks
• Outcomes
under
• Criteria
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• Supporting evidence
• Comments
Act
Select the appropriate
outcome from the
drop down list for each
task in the unit of work
.
You can choose:
3
• Complete
• Follow up
4
Add the
criteria that applies for the tasks in the unit of work.
5
Click the
floppy disk icon on the far right of the table to save your progress.
Click
'Next Stage' and then click the
application number.
Information
Note:
• You don't need to change the status dropdown at the top of the screen. Select
Complete from the
'Next stage' drop
6
down list. This saves the task outcomes and then tasks from the next stage can be assessed.
• If you haven't selected complete or completed all tasks, an error message will display.
Resolve the error and repeat
steps 2-5 above again. Official
Where to next?
the
Complete the next UOW – Confirm Identity
under
Page last updated 06/12/2023
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System Step - Find and link a person reco
Act rd in
CCMS (Assess duplicate records)
When to use
Use this system step when you need to link the application with the right subject person record, if we find duplicates of the subject person record in CCMS.
Information
Background
A duplicate person record, also know as duplicate records, exist when the same subject person has more than one subject person record.
There are scenarios where when we wil find a duplicate person record in CCMS:
Official
• A requestor of a previous CCMS application applies in CCMS.
• A previous unsuccessful CCMS applicant re-applies. the
• A POI alert was created for this applicant in CCMS and we receive an application from them.
• An unsuccessful COS migrated applicant applies through CCMS.
• A person record with a POI alert in COS has their COS PID number on a previous CCMS application, were unsuccessful in CCMS, and now re-applies in
CCMS.
under
Based on the above scenarios we are likely to find the following types of person records in CCMS:
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• A record with a POI flag in the older record.
• A record with a COS Person ID (PID)
Act
• None of the above apply (there are 2 records) - one is a requestor record and the other a subject person record.
• None of the above apply (there are 3 records) - one is a requestor and 2 subject person records.
Role
Citizenship Case Officer
Information
System
• CCMS
• COS
Official
• DAL
the
Steps
Search basics
Note:
• The search through the CBG application does not show a requestor record when search for a person, due to the design of the system.
under
• When searched through person search, the results wil show al person records related to the person being searched for.
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For example:
The search below, performed through
CBG application search shows only 1 person record:
Act
Information
Official
the
under
When searched through the
person search function we see two records.
The record without the date of birth, and with only the name and email address is the
requestor record (Highlighted in yellow).
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Act
Information
Official
the
under
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Step 1 - Complete a relevance search using name combinations
Click the
magnifying glass on the right hand side in the top banner.
1
Act
Complete a search using the name combinations in
person search.
Result: This will bring up al the person records associated with the name.
Information
2
Official
the
Step 2 - Identify the type of record
1 Click
Ctrl+Click on the record to open up these records in different screens to then compare them.
under
Comparing person records
2
Note:
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• Records created in Release 1 did not create a separate requestor record.
• In these cases, if a person re-applies the new service request gets attached to the original subject person record. In rare cases, you will see the
Act
service request tab populated for subject person records.
Check for a POI flag.
The pink banner at the top of a record indicates that it is a POI.
The image below shows a record
flagged as a POI:
Information
Official
the
under
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Act
Information
Official
the
Check the 'Created On' date.
under
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Check the date the record was created to identify the old person record(s) from the new person record.
Act
Check if an older record has a COS PID on it.
The COS PID number is located below the photo of the applicant.
Information
Official
the
under
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Act
Information
Official
the
under
Step 3 - Identify the type of record to link
Identify the type of record to link
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Here are some basic rules when linking records:
•
NEVER link to a requestor
Act
•
ALWAYS link to the record with a
COS PID number.
This record will have the old COS application attached to it and will also have a footprint on the DAL.
• Link to the record with a
POI flag on it.
In the example below, link to the record with the POI flag on it:
Information
Official
the
In cases where you find:
under
• an old record with COS PID number
• and another one with a POI flag
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then:
• link to the one with the COS PID, and transfer the POI flag onto this record.
Act
• Transfer any notes and inform Investigations so that they can transfer their notes to this record.
Step 4 - Cross check the contact information and update the older record with the latest contact information
Note:
These steps wil not apply where there are subject person records with neither a COS PID nor a POI flag.
In the below example, we would link to the record with the POI flag on it (the left record).
Information
1
Official
the
).
2 Check the contact details in the old record and new record.
(As per the example above, the record on the right is a
new record-
check the date the record was created).
3 Transfer the email address, mobile phone number and address information across
from the new record
to the older record
,
under
where required. This will ensure that we have the most up to date information.
4 Save the person record where the information was transferred to.
Note:
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Make sure the address is updated before you link the person record. If you don't do this, the application data will sync with the
contact details in the older record.
Check the 'created on' date of the saved record.
Act
This helps to link the record.
Note:
The example below is the 3/06//2020:
Information
5
Official
the
under
6
Go back to the application.
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In the
'general section', in the subject person field, remove the name and type it again.
Result: This activates the
'look up search'.
Act
7
Information
Official
Click on the magnifying glass icon and activate the search.
8
Note:
the
• This brings up al records related to name and displays the name, date of creation and the DOB.
Notice the grey vertical pointed arrows (chevrons) next to the name. For example:
9
under
Click on the chevron. It will help you uncover more information about the record. For example:
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Date created, DOB, COS PID number (where applicable).
Example 1:
Act
Select the one which was updated. In the example below, the older record was updated. Select the top one as this has a 'create'
date of 3/06/2020.
Information
Official
Example 2:
In the example below we will select the record with the COS PID number, as this was the one that was updated:
the
under
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Act
Information
10
Once the record that has been updated is identified (either by date created/ or COS PID number), then double click on it.
Result: This links the person record with the latest application. Official
11
Click
Save on the top ribbon.
Step 5 - Update the application record
1 Update the application record where required.
the
Check the
'known as' name section in the linked person record.
If populated, transfer these into the
'other names' section in the application.
2
Note:
Transferring them into the
'other names' section in the application ensures that these names will go through external party
checks.
under
Summary of rules when linking
If..
then...
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it is a requestor record
do not link.
• link to this.
Act
• Update this with the latest contact information
it's a record with a COS PID number on it
(address/phone number/contact preferences) from the
new application.
• Transfer
'known as' names to
'other names' in the
application, if populated.
• link to this.
• Update this with the latest contact imnformation
(address/phone number/contact preferences) from the nre
Information
it's a record with POI flag on it
appication.
• Transfer
'known as' names to the
'other names' section in
the application, if populated. Or else, check the previous
application for these and transfer to the
'other names'
section in the
new application.
Official
• Link to the application with the COS PID, transfer the POI
flag.
• Update this with the latest contact information
the
There are two duplicate records:
(address/phone number/contact preferences) from the
new application.
• one with a COS PID alert
• Transfer
'known as' names to
'other names' in the
• and another with a POI alert
application, if populated. Or else check the previous
application for these and transfer to the
'other names'
under
section in the new application.
• Inform Investigations about this.
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do not link.
• Transfer
'known names' to the
'other names' section in
Act
the application, if populated.
It is a duplicate record that has neither a COS PID nor a POI alert
• Update the old record with the
latest email address (this
will ensure that the old email address from the CCMS
record is not pul ed in when sending emails through
CCMS).
Note:
•
For any combination of applications, please use the rules above to determine the type of person record to link to.
• As a general rule, transfer
'known as' names from the
old person record(s) to the
'other names' tab in the new application only if you come across
Information
names that a customer has not provided in their current application (in the
'other names' tab).
An example has been worked out below:
E.g. There are 2 or more records:
• Always link to the
old record with the
COS PID number.
• Update the
person record with the COS PID reference number with
Official the
latest contact information (address/phone number/contact
• A record with a COS PID number
preferences) from the
latest application.
the
• A previous CCMS application
• Transfer
known as names from the
COS person record to the
'other
names' in the
new application if this field is populated in the
COS
•
record.
A current CCMS application
• Transfer
'known as' names from the
old CCMS person record to
under
'other names' in
the new application.
Step 6 - Contact the applicant on the use of previous 'known as' names
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Contact the applicant about any use of a previous 'known as names, if required.
1
Note:
Determine if you need to contact the applicant on the use of other names/known as names.
Act
Step 7 - Duplicate records and validator actions
1
The validator should check for duplicates and if the linking was done with the right record.
Click here to provide feedback on this page
Information
Official
the
under
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Procedure - Check identity is unique Act
When to use
Use this procedure to help assess whether the applicant has unique attributes within DIA life event databases.
Role
Life and Identity Services Officer (LISO)
System
Information
• Customer Centred Management Solution (CCMS)
• Citizenship Operating System (COS)
Steps
Official
Determine application type
the
The fol owing
application types go through the
'Identity is Unique' task:
• Child
1
• Adult
under
• Primary consent giver
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Note:
If…
then…
Act
it is a secondary consent giver
• They only go through the
'Identity is bound' task.
Check Identity is Unique
See: Policy - Citizenship Identification Management and Evidence of Identity
Information
Identify any additional names from a records found, that the applicant has not already supplied or not in the INZ API.
If additional names are declared by the applicant during processing, then the searches in COS and CCMS will need to be re-
completed any time a new name is identified for the applicant.
• Any new names need to recorded against the '
other names' section.
Official
• Complete
'check for previous records' in Procedure – Complete and Correct.
1
If one of the
'Other names' is a single name, record the name in the second name field.
See:
the
• Guidelines – Name types and gender markers.
• Policy - Names and citizenship by grant applicants.
• Guidelines - Entering names into COS and CCMS for citizenship by grant applications.
under
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Complete the task
1
Complete the task for
'Identity is unique'. Set the
outcome, criteria and
comments.
Act
If the check is not required: set outcome to 'pass' but leave criteria and comments blank.
Where to next?
Complete the next task in Confirm Identity – Check identity exists.
Click here to provide feedback on this page
Information
Official
the
under
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Procedure - Bind through photo triangulation
Act
When to use
Use this procedure to confirm that the biodata of applicant can be bound to a physical person through photo triangulation. This process involves comparing
the applicant's Immigration New Zealand (INZ) and travel document photos and uploaded photos of the applicant.
Role
Information
Life and Identity Services Officer (LISO)
Systems
Official
• Customer Centred Management Solution (CCMS)
• Application Management System (AMS)
the
Before you begin
If you are dealing with a child application, the process is different.
under
Confirm a child’s identity by matching their:
• passport-style photo
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• travel document image
• AMS image.
Act
If you are not able to achieve photo triangulation in this way, see: Policy — Alternative ID proofing pathways for child applicants. For a child that turns 14
during the identity confirmation process, their identity is confirmed at their age when the application was initially submitted.
If a child is applying on their own, compare the consent giver’s AMS photo to their scanned travel document image. You must also match the biodata details
from their AMS record to the child’s birth record.
Steps
1. Compare photos.
Information
Compare the INZ photo, travel document photo and the passport-style photo to check if they are the same person. If the INZ photo is not available, find an
alternative.
If...
then...
• request INZ to upload the photo of the applicant in AMS. Use the
INZ09 template in
Official
CCMS.
Note: INZ are
not currently processing requests for AMS photos until further
notice.
the
the INZ photo in AMS is not usable or does not exist
• send the request to9(2)(g)(ii)
• retrigger the INZ API when confirmation is received from INZ
• use the identity proofing grid to then determine the next steps.
under See: Identity Proofing Grid.
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Act
Information
Official
the
under
Released
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Note: Uploading an email with the photo as an attachment is not acceptable.
Follow the photo format and specifications listed when saving the document in the system. Make sure
Act
that:
• the
Document type is 'Photo of applicant'
•
Provided as is 'Identity'
• the
File type is a JPEG or jpg
• photo orientation is
Portrait.
in the
Supporting documents section, make sure that:
Information
• the
Document type is 'Photo of applicant'
•
Provided as is 'Identity'
a new photo of an applicant is uploaded
• the
File type is a JPEG or jpg
• photo orientation is
Portrait.
Official
Note: These specifications are required for the photo to upload to the Data Aggregation Layer (DAL).
the applicant provided their photo in a PDF
convert this to the JPEG format.
the
format
See: Procedure — Converting a PDF or PNG file to JPEG file
Back to contents
under
3. Deal with multiple photos or storage locations.
If...
then...
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there is more than one identity photo in the supporting documents for the same
• DAL will pick up the most recently uploaded photo
applicant
• follow the necessary photo format and specifications.
Act
•
the applicant has uploaded their photo against another group member
fol ow the photo specifications as above and raise an MSP
ticket.
4. Compare the biodata and photos.
If binding cannot be achieved, refer to the identity proofing grid.
5. Update task.
Information
Update the
outcome,
criteria,
supporting documents and
comments. Related pages
Procedure — Check identity is bound
Identity Proofing Grid
Official
Associated policy
the
Policy — Adult Digital and Child Digital Applications
Updated 14/04/2023
Back to contents
under
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System step - Check liveness test results in
Act
DAON
When to use | Mō āhea whakamahi
Information
Use this system step when you need to check the results of an applicant's liveness test in DAON Identity X.
Role | Mā wai
Life and Identity Services Officer (LISO) – Service
Official
Systems | Ngā pūnaha rorohiko
the
• DAON Identity X
• Customer Centred Management Solution (CCMS)
under
Steps | Ngā mahi
Find an applicant's record
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1. In CCMS, click on the
liveness link.
If you are processing a...
then...
Act
citizenship by grant application
in the
Supporting documents tab of the application, click on the
liveness link.
• from the
Bind: Photo Comparison and Identity Check
tab, go to the
Photo comparison and identity check
outcomes section and click the
Liveness checks link.
passport application during identity proofing
• click the
Liveness results tab.
• click the globe icon next to the
Liveness check URL.
The
ID checks page will display.
Information
Official
the
There may be up to 3 rows listed in the
ID checks table. Each row records the results of one attempt at the liveness challenges (the applicant may have up to
under
3 attempts). Each challenge attempt has a unique ID.
Review the attempt with the latest (most recent) timestamp first.
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2. Click on the most recent timestamp to view the
evaluation page.
Act
Where the applicant has made more than one attempt at the liveness chal enges, each attempt may contain some
Pass results and some
Fail results.
Check if the set shows
Face authentication.
If not, select a different liveness set.
Note: To help track which challenge attempt is being viewed, the unique ID of the challenge attempt is shown against the reference ID field in the left-hand
column.
Information
3. Click on
Evaluation in the
left-hand pane.
The
Evaluation page wil display, showing a list of liveness videos and stil frames taken from one attempt at the liveness challenges.
Official
the
under
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Act
Information
Official
the
Liveness with CLR
under
1. If the applicant completed liveness CLR, evaluation results will show
WEB_CLR in the
detail column.
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Act
Information
2. Check the
face authentication result before viewing the
WEB_CLR or
WEB_CLR_WHITE_LIGHT videos.
•
A match confirms the selfie taken during the liveness process matches the uploaded passport photo.
•
No match may indicate that the applicant has uploaded the photo in error.
Official
If..
then... to determine the next steps:
the result is a
match
the refer to: Procedure - Binding through liveness - CLR
to determine the next steps:
•
there is
no match
refer to assessing CLR -
'failure reasons and fol ow up actions'
heading in this page: Guidelines - Reviewing identity check tests
under
To resolve the no match error:
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• refer to Procedure - binding through liveness - CLR and the step
'Resolve errors or no match results'.
Act
Liveness with gesture
1. The evaluation results will show
Nod, Blink and
Shake in the
detail column.
Information
Official
the
2. Check the
'Face authentication' to view the photo comparison against the
uploaded image and
selfie.
3. Refer to Guidelines - Reviewing identity check tests to determine next steps based on the results of the video and 'face authentication'.
under
Note: Where the applicant passes one or more of the chal enges during an attempt, videos for al 3 chal enges are downloaded and marked as
Pass or
Fail.
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View gesture videos for first action attempt
To view the video of a particular chal enge, find the chal enge in the
Sub-type column and click the hyperlink for that record in the
Created date column.
Act
If..
then...
all videos show a
pass result
only review one video.
there is a mixture of
pass and
fail results
review one
pass video and at lease one
fail video.
all videos show a
fail result
only review one video.
View gesture videos for 'additional' action attempt
1. To view the videos for an additional 'action', go back to the
ID Checks page by clicking
ID Checks in the left-hand pane.
Information
2. Repeat steps 1 to 3 above (in the 'Liveness with gesture' heading) to view the videos for the selected challenge attempt.
Next | Mahi whai ake
If you're processing a citizenship application:
Procedure - Binding through liveness (CLR)
Official
Procedure - Binding through liveness (Gesture)
and then see step 3 of Procedure - Identity is bound
the
Last updated on: 11 March 2024
Click here to provide feedback on this page under
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Guidelines — Reviewing identity check tests
Act
When to use | Mō āhea whakamahi
Use these guidelines to assist with assessing identity check tests (formally known as liveness tests) completed by applicants as part of identity proofing.
Roles | Mā wai
Information
• Life and Identity Services Officer (LISO)
• Senior Life and Identity Services Officer (SLISO)
Official
Guidelines | Ngā aratohu
Background
the
The identity check test, or liveness check, is a step in the identity proofing process.
The test helps to establish an applicant's identity but isn't always requested or mandatory for the customer to undertake.
For further information on identity proofing objectives, see Policy — Identity Proofing.
under
DIA uses two different methods of identity check testing via the DAON Identity X platform - Gesture and Colour Light Reflection (CLR).
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Gesture test
This test consists of three actions to be performed by the applicant, such as nod, shake, and blink, and this is captured as a video clip.
Act
Although in some instances the applicant may fail certain aspects of the tests, the overall intention of the liveness tests are for the assessor to determine if
they're viewing images and footage of a 'live' identity.
CLR test
In this test the applicant must use the front-facing camera on their device and keep their face still in the frame.
A series of colours, light and reflection flashes during this time, and takes a set of image stills rather than a video clip.
The test works by detecting micro-movements in the applicant's face as a reaction to the CLR, to check they're a 'live' person.
Back to contents
Information
Assessing CLR
Note: If there is no video visible, please reauthenticate with DAON by logging out and logging back in.
Official
Failure reasons and follow-up actions
Fail codes
Meaning
WC WEB_CLR
Quality of the Liveness result
the
AP APPLICANT_PHOTO
Comparison of Liveness to Applicant photo
9(2)(k)
under
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Act
Information
Official
the
under
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Act
Information
Official
the
under
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Act
Information
Official
the
under
Released
1982
Act
Information
Official
the
under
Released
1982
Assessing gesture videos
The fol owing tables list possible issues to check for when assessing a gesture test.
Act
If you think the application needs further checks, get a second opinion from a SLISO. Then consider referring the application to Investigations.
Note: If there's no video visible, please reauthenticate with DAON by logging out and logging back in.
Selfie photo
What to look for
Why it matters A mobile phone camera often takes selfie photos that display a typical 'fisheye'
elongation of the nose due to the closeness of the camera to the face.
The selfie photo should look normal with no edges or If the photo doesn't show the expected 'fisheye' effect, this may indicate that
visible printing, and should have a 'fisheye' effect.
something is wrong with the application.
Information
However, it may simply indicate that a family member/friend has helped to
photograph the applicant.
Scaling of the image, the photo should be taken from If the applicant's ears appear, and there is no 'fisheye' effect, it may indicate that
arm length away.
they've not taken their own selfie image.
Generally, the applicant's ears will not be visible, but not in all cases.
Back to contents
Official
DAON evaluation
the
What to look for
Why it matters
The applicant made a high number An applicant is allowed up to three attempts at the liveness challenges.
of attempts.
If the applicant fails all attempts, it may indicate that something is wrong with the application.
If the applicant regularly failed two or three challenges each attempt, this may indicate that
under
The applicant failed repeatedly.
something is wrong with the application.
If the applicant has made no effort to complete the challenge or shows signs of movement in all
attempts, the video should be rejected.
Back to contents
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Video evaluation
Act
What to look for
Why it matters
The video appears to stop-start or is jerky. A momentary pause in the video can be an indication that the liveness video is showing a
pre-recorded image.
When a mobile phone is used to capture a video being played on a secondary screen or
The video image has boundaries that are
monitor, the edges of the monitor can sometimes create a 'false edge' within the
different to the boundaries of the phone
boundary of the video.
camera.
This is known as 'Video Play' attack, where the video seems to have edges that fall within
the edge of the normal image frame.
This is a strong indicator that the video is a copy of a pre-recorded moving image.
When a mobile phone is used to capture a video being played on a secondary screen or
Information
The video image shows reflections or objects monitor, reflections from the screen can sometimes be seen on the video.
between the phone and the subject.
Alternatively, out-of-place objects can be seen between the camera and subject,
indicating that the subject was further from the camera than would be possible with a
selfie video.
Video focus and lighting isn't sufficient to
If video is out of focus or the lighting is inadequate to the degree that facial features and
evaluate liveness test.
actions cannot be distinguished, the identity check test isn't able to be adequately
evaluated.
Official
Back to contents
the
Facial features
What to look for
Why it matters The app gives instructions for the applicant to take a photo with their face in the centre of
The whole head must appear in frame and the frame with a gap at the top of their head.
under
should be centred.
If the applicant's face is unevenly framed (very close to the side of the frame), it may
indicate that something is wrong with the application.
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Inconsistencies in the skin texture.
If there are seams in the face where different parts of the face appear to be overlaid, this
may indicate something is wrong with the application.
Back to contents
Act
Liveness movements
What to look for
Why it matters
Subject doesn't move or show any
If the applicant has made no effort to complete the chal enge, the video should be rejected.
movement.
This is a possible indicator of incorrect use of the Liveness service. However, it may simply mean
that a person has been confused or panicked.
The subject is trying to do more than Where the subject in the video is clearly attempting to nod AND blink at the same time, this
one of the chal enge movements at
may indicate that the applicant is trying to work around the random order of challenges
once.
determined by the app. This may indicate that something is wrong with the application
Information
The video shows the subject blinking Blinking typically causes the skin of the cheeks and around the eyes to stretch and flex.
without any part of their face moving This is a strong indicator that the action is a human one.
apart from the eyelids.
Where the eyes appear to close with no corresponding facial movement, this indicates
something may be wrong with the application.
Back to contents
Related pages
Official
Guidelines — Adverse IVS Image Handling
the
Procedure — Manual y assess failed liveness — Gesture
Procedure — Manual y assess failed liveness — CLR
Procedure — Applicant photo and identity check image comparison fail
Procedure — Resolve Applicant check not successful exception
under
Last updated on: 11 March 2024
Click here to provide feedback on this page
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Procedure - Confirm Identity
Act
When to use
Use this procedure to assess whether the applicant owns the identity they have applied under.
System
Customer Centred Management Solution (CCMS)
Information
Role
Citizenship Case Officer
Steps
Official
Determine the application type
the
Click the Change application button if it is displayed.
Note: this button will only display if the applicant has changed age from under 14 to 14-15 or is turning 16.
1 Fol ow the procedure here: Procedure — Change of application type
2 Continue to follow the steps below if you do not need to change the application type.
under
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Confirm Identity
Act
1 Assess identity is unique.
See: Procedure – Identity is unique
2 Assess identity exists.
See:Procedure – Identity exists
3 Assess identity is bound.
See: Procedure - Identity is bound
Complete the Unit of Work
Information
Look for
duplicate person records using
relevance search, if this hasn't been done in Complete and Correct.
1
If..
then...
a duplicate record is found
see: System step - Find and link a person record in CCMS.
Official
2 Check
'Document type' and
'Provided as' for the identity photo and other documents match.
See: Guidelines - Supporting documents in CCMS.
3 Ensure al
outcome, criteria and
comments have been updated for all tasks.
the
Click the Confirm Identity
unit of work circle on the
task ribbon.
4 Select the appropriate
outcome from the
drop down list.
Click
'Next Stage' and then click the
application number.
Note:
You don't need to change the status dropdown at the top of the screen. Select
Complete from the
'Next stage' drop down
under
5
list. This saves the task outcomes and then tasks from the next stage can be assessed.
If..
then...
the applicant has not meet the Confirm Identity requirements
9(2)(k)
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Act
Information
Official
the
under
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Guidelines — INZ API Errors and Exceptions
Act
When to use
Use this tool to:
• check all possible Immigration New Zealand (INZ) API errors and exceptions in one place
• understand the outcome of and actions for errors and exceptions
Information
Role
Life and Identity Services Officer
Official
API errors and exceptions table
the
Presence and entitled to
Identity match reside
Exception
Outcome and action
This prevents the API from retrieving information from INZ.
under
No match found API error
Identity service is
down
Select the
Retry INZsearch button once the API is working.
If the issue is affecting multiple applications, log an MSP ticket.
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Data error
This means there is no image in AMS for the applicant.
1:1 match
API error
'No primary image
Act
found'
Request a photo from INZ using the
INZ09 template.
Identity watchlist
This prevents the API from retrieving information on identity and
service is down
travel alerts.
1:1 match
API error
OR
Select the
Retry INZ search button once the API is working.
Travel document
If the issue is widespread or affecting multiple applications, log
watchlist is down
an MSP ticket.
This prevents the API from retrieving:
Information
• country of birth
• other names
1:1 match
API error
Primary information
service down
• travel document number and travel alerts
Official
• travel alerts.
Select the
Retry INZ search button once the API is working.
the
Movements service
is down
1:1 match
API error
OR
Select the
Retry INZ search button once the API is working.
Visa history is down
under
1:1 match
API error
Relationship service This prevents the API from retrieving data on the relationship
is down
table.
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Select the
Retry INZ search button once the API is working.
Act
This means the API for retrieving the INZ photo is down.
1:1 match
API error
Primary image
service is down
Select the
Retry INZ search button once the API is working.
Retrigger the INZ request for the latest immigration information
by pressing the
Retry INZ search button.
If the retrigger gives you the correct match, the incorrect results
will be automatically voided.
No more action is needed.
Information
If the retrigger does not give you the correct match then:
• retrieve an AMS report
• delete the previous response returned from the INZ API
1:1 match result
returns data for Data is for the wrong
Data is for the wrong
• check supporting documents — has an INZ photo of the
Official
the wrong person person
person
wrong person been uploaded?
To delete the incorrect API response:
the • log an MSP ticket to production support
• do not include any biodata.
AND, if a photo requires deleting:
under
• log an MSP ticket for "incorrect support document to
delete".
Include the following information in your ticket:
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• Subject:
Wrong INZ response received
Act
• Body:
'Please delete the INZ response received on (date of the
INZ response) from CBG number (CBG number), service
number (Service ID number) as the wrong person's
details were sent.'
See: System step – Access AMS reports
Information
• check the travel document number in the supporting
documents provided.
Fail
• update this information in the application
Passport/travel
No match
Consecutive travel
document not
• select the
Retry INZ search button
movements or no travel provided
movements found
If there are no errors in the number the applicant provided, then:
Official
• check that the applicant's latest passport contains an
eVisa endorsement.
the • check the travel document number in the supporting
documents provided.
No match
Fail
No identity found
Note: Any
difference in the format of the number can cause the
API to fail, for example, an additional space or hyphen.
under Amending the number and retriggering the search can fix this
error.
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• Update this information in the application, if entered
incorrectly.
Act
• Select the
Retry INZ search button.
OR
• if the travel document number was entered correctly,
send template 'INZ03 - Client record not found
'
• use letter 'INZ02' or 'LET315
' to request the applicant
contact INZ to confirm their details
• once the applicant confirms their details select the
Retry
Information
INZ search button
• the exceptions tab will show 'multiple identities found'
in the identity tab on the INZ CBG eligibility.
• select each name
Official
• verify the biodata with the information provided in both
the application and the supporting documents
the
1:N match
Fail
Multiple identities
found
If all identities belong to the same applicant then:
• use template
'INZ05 - client records need linking', to
request INZ to link the associated ID(s) to the applicant
• after INZ confirms linking, select the
Retry INZ search
button.
under If only one or a few identities belong to the applicant, then:
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• use letter
template 'INZ04 - Cannot determine client
record'
Act
• send this to the contact record 9(2)(g)(ii)
in CCMS
• select
Retry INZ search after receiving details from INZ
If none of the identities belong to the applicant then:
• use letter template 'INZ04 - cannot determine client
record'
• send this to the contact record 9(2)(g)(ii)
Information
in CCMS
• select
Retry INZ search after receiving details from INZ
Back to contents
Official
Other scenarios
the
If...
then...
there are differences between the
information provided in supporting
documents and the results from the INZ resolve this with the applicant.
under
API response
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• check the other supporting documents for a statutory declaration requesting a
change in the applicant's gender.
Act
• if there is no statutory declaration, contact the applicant to check if the gender
recorded on the application was selected in error. If no error, then inform the
the gender recorded on the application
applicant that they will need to provide a statutory declaration stating their
is different to the gender on the
preferred gender and how long they have maintained the new gender identity.
applicant’s INZ record or documentation See:
• Policy - Gender recorded on a citizenship certificate
• Guidelines - Name types and gender markers in CCMS.
Information
• clarify this difference with the applicant. An applicant is only eligible for one date of
birth (DOB) and country of birth (COB) against their record.
• Enter any additional information against the work item in the
Comments field.
See: System step - Resolve Clarification.
an additional date or country of birth is
Official
found
• If the applicant raises the suspicion of identity fraud, escalate the application to your
team leader for review in the first instance. If your team leader confirms that further
escalation is required, refer the application to the Investigations team.
the
• If there is an error in the INZ information (for example, spelling or the DOB) correct
the data and use template 'INZ08 - Citizenship data has been corrected'. Send this
to the contact record 'Immigration New Zealand (Akloia)' in CCMS. Inform INZ of the
correction.
it will be due to one of the following:
under
the
Retry INZ search button is not
•
available
you are not currently assigned as the owner of the application in CCMS
• the stage of the application is already at
Recommend or any stage after
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• the button was selected before and response from the INZ API is still pending.
Act
Back to contents
Related pages
Topic Overview - CCMS
Procedure - Complete and Correct
Procedure - Check Eligibility 1
Information
Procedure - Check Eligibility 2
Guidelines — INZ API Errors and Exceptions (cohesion.net.nz)
Click here to provide feedback on this page
Official
the
under
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Guidelines - INZ Alerts and actions Act
9(2)(b)(ii)
9(2)(b)(ii)
Information
Official
the
under
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9(2)(b)(ii)
Act
Information
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9(2)(b)(ii)
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9(2)(b)(ii)
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9(2)(k)
Information
Page last updated 5/07/2024
Official
the
under
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Procedure - Check Eligibility 1
Act
When to use
Use this procedure to help assess whether an applicant meets the presence and status criteria.
Role
Information
Life and Identity Services Officer
System
Collapse all sections
• Customer Centred Management Solution (CCMS)
Expand all sections
Official
• Citizenship Operating System (COS)
• Determinations Confirmation System (DCS)
the
Steps
Determine application type
under
1
Click the
Change application button if it is displayed.
Note: This button will only display if the applicant has changed age from under 14 to 14-15 or is turning 16.
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See: Procedure — Change of application type
Act
2
Continue to follow the steps below if you do not need to change the application type.
Check for exceptions
The API wil have retrigged when the application was picked up. If it did not match successfully or there is another reason to
retrigger, retrigger the INZ request for the latest immigration information by pressing the retry
INZ search button.
Information
This will support any presence and eligibility checks, and must be done in all cases.
If any previous triggers incorrectly 1:1 matched, check supporting documents for any INZ photos of the incorrect person.
If there is an incorrect photo
• log on MSP ticket for "incorrect support document to delete"
Official
1 See: Guidelines — INZ API Errors and Exceptions for any errors or exceptions recieved from the INZ API in CCMS.
Note:
the
the
Retry INZ search button is not available when:
• the user in CCMS not being the owner of an application associated with an INZ eligibility result.
• The stage of the application is at
recommend or any stage after that.
under
• The button was clicked before and a response from the INZ API is pending.
• The application is
on hold.
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Act
Information
Official
the
under
Released
1982
IF:
• not an upgrade then the applicant
Act
applied in error.
See: System Step - Advise customer to
withdraw.
• the applicant holds an overseas
passport
continue to
Complete Unit of Work below.
• check the visa
history tab in the
INZ
CBG eligibility result page.
Information
• refer to the
visa conditions table in
the guidelines below to determine
the next steps.
See: Guidelines - Visa conditions.
Official
Conditions exist
Note that visa conditions only require follow
up if the applicant has not been granted a
subsequent visa without conditions (usually a
the
permanent residence visa). This is because INZ
assess the conditions for residency are met or
no longer relevant during this process.
• 'visa conditions need to be
• The applicant will need to contact INZ
under
confirmed'
to get the conditions removed.
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See: LET381 - Conditions on RV Sections 49
and 50 Immigration Act
Act
• Upload the response from applicant
as a supporting document.
• Check the presence and status
calculations to determine if visa
conditions are met.
• Send
LET240 providing options to
either withdraw or make a submission.
If an applicant wants to withdraw:
Information
• See: System step - Advise customer to
• 'visa conditions are not met'
withdraw.
If an applicant prefers a submission:
• See: Procedure - Submit for Minister's
Official decision
• the applicant does not have the
the
right Visa type for New Zealand
Fail
citizenship
See:
• send
LET291.
•
Guidelines — Assess status for Eligibility 1
Wait for the applicant's response.
under
• Determine the next steps.
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Policy – Entitlement to reside in New
Zealand indefinitely
Act
• request NZ customs for information
on travel movements.
• Use letter
NZIS.
• Send the letter through email to
9(2)(g)(ii)
After receiving the travel movement from
Information
the
exception tab is checked for data
NZ customs:
errors and the
exceptions tab shows:
• 'Consecutive travel movements'
• Upload the email as a supporting
document.
OR
• Use Bruteforce to calculate eligibility
• 'No travel movements found'
of the applicant.
Official • Upload the bruteforce calculation as a
supporting document.
the
See: Bruteforce Calculator
Note:
Use Megaforce if travel lines cannot fit in
Bruteforce.
See: Megaforce Calculator.
under
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If Customs cannot provide complete or has
no information on applicant movements:
Act
• Contact the customer for more
information using clarification
See: System step - Resolve Clarification.
• go to the
travel and visa tab in the
INZ CBG eligibility result page and
check the
visa history table for
details.
Information
• Send
LET240 indicating the period
where Visa conditions were not met.
See: Guidelines - Reduction of presence for
• not eligible due to visa validity
the grant of citizenship.
period being too short
If an applicant wants to withdraw:
Official • See: System step - Advise customer to
withdraw.
the
If an applicant prefers a submission:
• See: Procedure - Submit for Minister's
decision
under
• check the
presence calculations in
• no exceptions
the
travel and Visa tab in the
INZ
CBG eligibility results page.
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• put the application
on hold.
Act
• Ensure the
sub-status is
Waiting for
customer.
• the applicant does not meet
• Send
LET251.
presence requirements
Based on the applicant's decision, process the
application for:
• Withdrawal, Submission or reduced
presence criteria.
Information
• calculate the reduced presence using
Bruteforce, if required.
Then:
• make sure the applicant meets all
Official other requirements
• the applicant meets reduced
• make sure the applicant provides
the
presence criteria
documented evidence for reduced
presence and meets the criteria.
• Get team leader approval to process
the application under reduced
under
presence criteria.
• Send an email to the team leader
under the title
'Reduced presence
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criteria approval' and seek their
approval.
Act
See: Guidelines: Reduction of presence for
grant of citizenship.
Note: At this stage in the process, you may
not have all the information you need to
determine if the applicant meets all the
reduced presence criteria.
• send
LET290.
Information
• Process the application for
withdrawal or
submission based on
the applicant's response.
• the applicant does not meet
If an applicant wants to withdraw:
presence requirements and
intention to reside
• See: System step - Advise customer to
withdraw.
Official
If an applicant prefers a submission:
the
• See: Procedure - Submit for Minister's
decision
This means INZ needs to complete a data fix.
• 'No Visa start date'
under
• Complete the letter
INZ10 - No visa
start date.
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• Email it to
9(2)(g)(ii)
Act
• Once you have received a response
from INZ, retrigger the INZ API by
clicking
New INZ search.
This means INZ needs to complete a data fix.
• Complete the letter
INZ11 - Two
valid visas.
• 'Two valid visas'
• Email it
to9(2)(g)(ii)
Information
• Once you have received a response
from INZ, retrigger the INZ API by
clicking
New INZ search.
Official
Complete the Unit of Work
the
If the applicant meets presence and status requirements, send
LET185.
See:
• Citizenship by grant email and letter template
1
under
• Guidelines – Determining name types and gender markers in CCMS.
Note:
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• The Country of Birth (COB) to be printed on the Certificate is as per ICAO standards.
Act
• To determine the COB that can be printed on the Certificate, fol ow the system steps below.
See: System Step – Check the COB name.
Check the metadata for supporting documents (I.e.
'Document type' and
'Provided as') have been updated as appropriate.
Also, ensure the biodata matches the
supporting documents before updating the Unit of Work to
Complete.
2
Note:
After the Eligibility 1 Unit of Work is complete, supporting documents and their associated metadata will be locked.
Any changes to the biodata for supporting documents requires
'Reconfirm Identity' to be activated.
3
Ensure al
outcome, criteria and
comments have been updated for all tasks.
Click the Check eligibility
unit of workcircle on the
task ribbon.
Information
Select the appropriate
outcome from the
drop down list.
4
Note:
In the
task ribbon, both Units of Work are now combined.
Change the status to
complete once you finish
Eligibility 2.
Where to next?
Official
Complete the next UOW – Check Eligibility 2
the
Click here to provide feedback on this page
under
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Procedure - Manage biodata and identity photo
Act
changes after Eligibility 1 and up to Validation
stage (Reconfirm Identity)
When to use
Use this procedure to make updates to the biodata of an applicant after Eligibility 1 and up to Validation stage.
Information
Background
This process can be initiated at any time after the Eligibility 1 Unit of Work.
After Eligibility 1, the applicant's biodata fields and the uploaded supporting documents become locked in the application record.
Official
When new information is received about the applicant's biodata, the relevant fields can only be updated by unlocking them.
The workforce manager has to enable the 'Reconfirm Identity' Unit of Work to unlock the biodata field(s) and complete the tasks in the
new COI UoW.
The extent of the ID proofing will vary with the biodata field that is being updated (some examples have been provided for your
the
reference).
System
under
CCMS
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Role
Case Officer
Act
Validating Case Officer
Workforce Manager
Steps
Step 1 - Assess biodata change
Case Officer, Validating Case Officer
Assess the request to update biodata.
Information
If..
then...
the biodata needs to be updated
move on to the
next step.
(
Step 2 of
Assess biodata change)
the biodata does not need to be updated
the
process ends here.
Note:
Official
Biodata fields are found in the
'Applicant tab' under the
1
'Details' section.
the They are as folows:
What are the biodata fields?
• Given name(s)
• Family name
under
• Gender
• Date of Birth
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• Place of Birth
• Country of Birth
Act
• These fields get locked after
Eligibility 1.
• To update these fields requires activation of
'Reconfirm Identity'
See :
Step 2 - Request activation of Confirm
Identity, on this current page. This is facilitated by the
Workforce Manager.
Information
Check biodata details with the documentary evidence provided
by the customer.
How do I make my assessment?
If there is a difference from the documents provided, then
correct the biodata details.
If there are any changes to:
Official
• the child's biodata, or
What if it is a child application?
• the guardianship of the child
the during the processing of an application
after Eligibility 1, will
require the child's identity to be re-confirmed.
A child's identity will need reconfirmation if:
What if there is a change to the biodata of the consenting
parent(s) for the child?
• there is a change to the information used for linking
under
the child to the parent and/or
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• if the parent fails any one of the identity is
unique/exists or bound tasks.
Act
No. The biodata details in the person record are always locked.
Can I make updates to biodata in the person record?
Any biodata updates can only be made in the application
record through the
Applicant tab.
• Link with the right person record.
• Update the contact details in the person record to be
linked to.
• Follow: System Step - Find and link a person record in
Information
CCMS.
Please note - after Eligibility 1, the automatic syncing of
biodata details is not working for a newly linked
person
What if I discover a duplicate record after Eligibility 1?
record.
Official
For any changes that are made to the bio data in the
application, the person record will not sync automatically with
the the newly linked person record after Eligibility 1.
Manually sync the bio data details in the person and
application record after linking, if required.
e.g. if the main name is different from the name on the
under
duplicate record, then manually update the name in the linked
person record and save or manual y sync the person and
application record when changes are made to the biodata)
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• If this address has not been updated with the latest
Act
When linking duplicate records, why should I update the
address in the person record, the application record
address first in the record that is being linked?
will sync with the old address (on the linked person
record) when you save.
2
Put the application
on hold and the sub-status as
'Review'.
Step 2 - Update identity photo if required
Case Officer, Validating Case Officer
Note:
Information
The Identity photo gets locked to the subject person record after Eligibility 1
• If a new identity photo was uploaded after Eligibility 1, this person record will continue to display the old photo.
• The DAL though, will be updated with the latest identity photo.
• Reconfirm the identity to upload the new photo onto the person record. This will ensure that that the DAL and the person
record photos are in sync.
Official
1 Put the application
'On hold', and the sub status as
'Review'.
2 Follow from
step 3 onwards.
the
Step 3 - Request activation of Reconfirm Identity
Case Officer
1
Write an
interaction note detailing what (biodata) is being updated, and the
reason for the update, with the title
'Reconfirm
under
identity'.
2
If..
then...
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• the assessor will email details of the service to the
workforce manager 9(2)(g)(ii)
with the
title
'Activate reconfirm identity to update biodata'.
Act
Note:
the biodata change is being made
before validation
When you send your email to the Workforce Manager, include
the following details:
• the service request number and
• the service ID number
• the validator will request the workforce manager at
9(2)(g)(ii)
with the title
'Activate
Information
Reconfirm Identity to update biodata' and request
the re-assignment of the application to the assessor
and activation of
'Reconfirm Identity'.
Note:
• Re-assignment of the service request is done to ensure
Official
that the application will appear in the assessor's
the biodata change is being
made at the time of validation
dashboard.
the • When you send your email to the Workforce Manager,
include the following details:
o Service request number,
under
o the service ID number and
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o the name of the assessor that the application
needs to be reassigned to.
Act
the request is received after
validation and before
Minister Follow: System Step - Change in biodata after validation stage
approval
(Interim process).
Step 4 - Activate Reconfirm Identity
Workforce Manager
1
Locate the
Service Request and activate
'Reconfirm identity' for the service.
To activate
'Reconfirm Identity' see: System Step - Reconfirm Identity.
Send an email to the assessing case officer informing them of activation and/or re-assignment (in case this was detected at the
Information
validation stage).
Note:
2
• Any updates to biodata require the repeat of the
Confirmation of Identity UoW.
Re-assigning the service request (as opposed to re-assigning
'Reconfirm Identity' UoW) ensures that the service
Official
request appears on the case officer's dashboard.
the
Step 5 - Update biodata and/or identity photo
Case Officer
In the
'Confirm Identity' Unit of Work, select the new UoW with a status of
'In progress'.
1
Note:
under
How do I know which UoW to work on?
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• When
'Reconfirm Identity' is activated, the application will show at the stage of
'Reconfirm Identity'.
A new UoW is then created for 'Confirm Identity'.
Act
• This new Unit of Work wil have a suffix of A (from A-Z, depending on the number of times this is activated), and a
status of
'In progress'.
Select the one with the status of
'In progress'.
Update the
biodata.
Would I go through the Identity exists, Unique and bound processes for the update?
• See these guidelines for changes made to biodata: Guidelines - Biodata changes for citizenship by grant
2
Information
• See this system step on how to edit biodata: System step - Edit biodata
•
See the table at the end of this page for examples on updating tasks.
Note: for system steps on
'Identity is unique/exists/is bound' refer to Procedure - Confirm Identity
If required, update the identity photo.
Official
Note:
To do this:
the
• In the
reconfirm identity task for
ID is bound, write a
comment stating "Reconfirmed identity to bring up the latest
3
identity photo in the person record".
• Click
Complete in the new Confirmation of Identity (COI) unit of work.
Note:
under
If there are other updates being made, complete all the associated tasks.
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• Go to the person record and click
Refresh.
This will then show the new identity photo.
Act
Step 6 - Update assessment and/or recommendation, if required
Case Officer
Request any external party checks and/or update your assessment and/or your recommendation, based on the changes if
required.
1
Refer to the guidelines below for external party checks:
See: Guidelines - Biodata changes for citizenship by grant.
Information
Step 7 - Update status
Case Officer
1
Check the
metadata for
supporting documents, if these have been uploaded during
'Reconfirm Identity'. Change the status of the
'Reconfirm Identity' UoW to
'Complete' after updates are made.
Official
2
Note:
After you click
'Complete', the application wil return to the UoW from where the reconfirmation process was started.
3
If the application was at
'validation' stage when the
'Confirm Identity' request was made, request the Workforce Manager to
re-assign the service request back to the original validator.
the
Examples for updating tasks in the Confirmation Of Identity Unit of Work for Reconfirm Identity process
under
Use
cases
Biodata field Action
ID is unique
ID exists
ID is bound
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• Outcome: Match
• Outcome:
Pass
original outcome
Act
• Outcome: Pass
• Criteria: No
• Criteria: Match to
• Add name to
records found
•
original criteria
'other names'
Criteria: Identifying
attributes match
Use case New name
• Supporting
• Supporting
1
discovered at
• Add
evidence:
evidence: (Leave
Eligibility 2
•
interaction
(Leave blank)
Supporting
blank)
note on the
evidence:
action taken
Marriage cert
• Comments: DCS
• Comments: No
and COS checks
•
changes to binding
did not provide
Comments: NA
(Refer to the
Information
any results
previous binding
method)
• Outcome: Match
• Outcome: Match
to original
to original
outcome
outcome
• Outcome: Match to
Official
original outcome
• Update the
•
•
Place of Birth
Criteria: Match to
Criteria: Match to
•
original criteria
original criteria
Criteria: Match to
the
original criteria
Use case
2
POB change
•
• Supporting
• Add
Supporting
•
interaction
evidence: (Leave
evidence: (Leave
Supporting
note on the
blank)
blank)
evidence: (Leave
action taken
blank)
• Comments:
• Comments:
under Change to POB to Change to POB in • Comments: NA
align it with POB
order to align it
policy
with POB policy
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• Outcome: Match
to original
outcome
• Outcome: Match
Act
to original
• Outcome: Match to
original outcome
• Update the
• Criteria: Match to
outcome
Gender
original criteria
• Criteria: Match to
• Criteria: Match to
Use case
original criteria
• Supporting
original criteria
3
Gender change
• Add
evidence: Statutory
• Supporting
interaction
declaration
• Supporting
evidence: (Leave
note on the
evidence: (Leave
blank)
action taken
• Comments:
blank)
Customer
Information
• Comments: NA
submitted a Stat
• Comments: NA
dec for gender
change
• Outcome: Pass
• Outcome: Pass
• Outcome: Match to
Official
• Criteria: No
• Criteria: Identifying
original outcome
• Update the
records found.
attributes match
Date of Birth
• Criteria: Match to
the
original criteria
Use case
• Supporting
• Supporting
4
DOB change
• Add an
evidence: Birth
evidence: Birth
interaction
certificate.
certificate
• Supporting
note on the
evidence: (Leave
action taken
• Comments:
• Comments:
blank)
Corrected the DOB
Customer has
under from 2/6/1956 to entered the DOB • Comments: NA
2/09/1956
incorrectly
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• Outcome: Match
to original
• Outcome: Match
outcome
to original
• Outcome: Match to
Act
outcome
original outcome
• Criteria: Match to
•
Birth certificate
original criteria
Criteria: Match to
• Criteria: Match to
• Add an
original criteria
original criteria
Use case did not have
interaction
5
the right
• Supporting
'document
note on the
evidence: (Leave
• Supporting
• Supporting
type'
action taken
blank)
evidence: (Leave
evidence: (Leave
blank).
blank)
• Comments: NA -
Corrected the
• Comments: NA
• Comments: NA
Information
document type for
birth certificate
• Outcome: Match to
• Outcome: Pass
• Outcome: Pass
original outcome
• Criteria: No record
• Criteria: Identifying
Official
• Criteria: Match to
• Update the
found
attributes match
original criteria
Given Name(s)
• Supporting
the
Use case Middle name
field in either
• Supporting
evidence: Birth
• Supporting evidence
6
has to be
the 'Other
evidence: (Leave
added
names' or
certificate
blank)
(Leave blank)
'Main name'
as required
• Comments: DCS
•
• Comments: DCS
Comments: No
and COS checks
and COS checks
change to
under did not provide
did not provide
binding (Refer to the
any results
any results
previous binding
method)
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• Outcome: Pass
•
• Outcome: Pass
Outcome: Pass
Act
• Criteria: Match to
•
original criteria
• Criteria:
Criteria: Match to
•
original criteria
Latest identity
Hit Save in the
• Supporting
Use case photo not
person record.
• Supporting
evidence: (Leave
7
showing on
This will bring
•
evidence: (Leave
Supporting
blank)
person record
up the latest
evidence: (Leave
identity photo
blank)
blank)
• Comments:
• Comments: (Leave
•
Reconfirm identity
blank)
Comments: (Leave
blank)
to bring up the
latest identity photo
Information
in the person record
• Swap the
name that the
• Outcome: Match
• Outcome: Match
• Outcome: Match to
applicant has
to original
to original
original outcome
requested
outcome
outcome
Official
from the
• Criteria Match to
'other names'
• Criteria: Match to
• Criteria: Match to
original criteria
original criteria
original criteria
Use case
section to the
the
8
Name swap
relevant name
section (either
•
• Supporting
• Supporting
Supporting
Family names
evidence: (Leave
evidence: (Leave
evidence: (Leave
or Given
blank)
blank)
blank)
name(s)
•
• Comments: (Leave
• Comments: Name
Comments: Name
under
• Add an
blank)
swap
swap
interaction
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If an applicant changes their name after their citizenship certificate has been received, they are not
entitled to have this amended on their citizenship record. Instead, they can apply for a confirmation of
citizenship and receive an evidentiary certificate.
Act
See Guidelines - Evidentiary certificates
Errors in biodata
There are cases where it is discovered that either the applicant or our office has incorrectly determined
an applicant's biodata details. Biodata includes:
• Given name(s)
Information
• Family name
• Date of Birth
• Place of Birth
• Country of Birth
Official
• Gender
In cases where a certificate has already been issued, the incorrect certificate must be returned to DIA
the
before a new certificate is issued – 9(2)(k)
Error made by applicant
If the error was made by the applicant and they are requesting a change to their biodata, then they
must provide evidence of the correct details, or refer to evidence already provided with their
under
application. (For example; their birth record/certificate, marriage certificate, or documents verified by
Immigration New Zealand).
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the
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the
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Yes (link to
supporting No (provided
First name
Yes
documents
required
Act
only - do not
images
redo AMS
match)
check)
No (provided
Second/middle
required
name(s)
No
No
images
match)
Yes (link to
supporting No (provided
Family name
Yes
documents
required
Information
only - do not
images
redo AMS
match)
check)
Yes (link to
supporting No (provided
Date of Birth
Yes
documents
required
only - do not
images
Official
redo AMS
match)
check)
Place of Birth
No
No
No
the
Country of
Birth
No
No
No
Gender
No
No
No
under
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Privacy Act
A person may request a correction to their personal information on their record under section 22,
Act
Principle 7 of the Privacy Act 2020. This is known as a Privacy Act request and is often referred to in a
Citizenship context as a P7 request.
Principle 7(1) states:
An individual whose personal information is held by an agency is entitled to request the agency to
correct the information.
Principle 7(3) states:
When requesting the correction of personal information, or at any later time, an individual is entitled to
Information
-
• provide the agency with a statement of the correction sought to the information (a statement of
correction); and
• request the agency to attach the statement of correction to the information if the agency does
not make the correction sought..
Official
See Guidelines - Changing certificate details for more information on these types of requests.
the
Related Pages
Policy - Request to amend citizenship certificate details
Guidelines - Evidentiary certificates
under
Guidelines - Changing certificate details
Policy - Names and citizenship by grant applicants
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Procedure - Check Eligibility 2
When to use
Use this procedure to assess whether the applicant meets the remaining CBG criteria (Character and English language ability).
Information
Role
• Citizenship Case Officer
• Ceremonies Support Officer
Official
Collapse all sections
System
Expand all sections
the
Customer Centred Management Solution (CCMS)
Steps
Determine applicant type
under
Case officer
1
If…
then…
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• they do not go through external checks, as per current
policy.
Act
• They do not have to meet the English language
It is a:
requirement.
• Child under 14
• Continue onwards to
'Assess other criteria' (Intent to
Reside, Applicant's understanding of their rights and
duties, and full capacity) below, on this page.
See: Policy – Good character grant of Citizenship
Information
• follow through the steps below.
• A child aged 14-15
• Start from:
'Gather Character information from
partners.
Official
• send email to parent requesting further information
about the applicant.
the
• A child who changes age during processing (from
under 14 to 14-15 or from 14-15 to 16 years of age)
• attach declaration form for parent (or applicant if now
16) to complete and send back. The declaration forms
are attached below:
under
for a child turning 14
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Attachment form – Child turns 14 extra questions
for an applicant turning 16 (the applicant must sign
Act
this themselves)
Completed child form turned 16
• complete the UOW with the new tasks.
Note:
• completed tasks wil remain completed when the new
Information
tasks are added.
• the completed tasks can be edited.
• A applicant turning 16 years of age is treated as an
Official
adult.
the
• Adult
• follow through the steps below.
OR
• Start from:
'Gather Character information from
• consent giver applying with a child
partners.
under
Gather character information from partners
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Case officer
If..
then…
Act
information needs to be gathered from other partners
see: Procedure – Gather information from other partners.
Put the application
on hold and change the status to
'Waiting for external checks' while waiting for a response from other
1
partners.
See: Policy – Good character for grant of citizenship
Update the application from
on hold and continue processing when responses are received for al information requests.
If…
then… review the information and make assessments as per relevant
the partner returns information that was not disclosed by the sections of the good character policy.
Information
applicant
See: Policy – Good character for grant of citizenship
2
• Record the additional names in the
'other names'
section.
the response from the partner contains new names for the Official
applicant
• Repeat the steps in
'Check for previous records' in
Complete and Correct.
the See: Procedure - Complete and Correct.
9(2)(k)
Ceremonies Support Officer
under
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Official
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Official
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• they were living overseas for 12 months of more
See: Guidelines – Country information for overseas police
during the previous 12-year period while they held
clearances.
New Zealand residency
Act
request the applicant provide a statutory declaration
confirming they:
• have not committed any offence
the resident country does not provide police clearance
• have not been convicted of any offence during the
period they were outside of New Zealand.
Information
See: New Zealand Citizenship Statutory Declaration Form.
9(2)(k)
Official
Case officer
the
If..
then...
you haven't activated the new INZ search button for an INZ
push the INZ search button again to bring up the latest
request in Eligibility 1
information. 9(2)(k)
The new INZ search button wil not be visible when:
the application is in queue for a while
under
• the user is the not owner of the application associated
with the INZ Eligibility result
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• record the additional names in the
'other names'
section.
Act
• Leave a note in the
interaction hub about the new
names with the title
'Reconfirm Identity'.
the police or other external partners provide additional names
• Follow: Procedure – Manage changes biodata/identity
for the applicant
photo after Eligibility 1 and up to the Validation stage
(Reconfirm Identity).
See:
Information
• Guidelines – Biodata changes for citizenship by grant
• Guidelines – Entering names into COS and CCMS for
citizenship by grant applicants.
Official
IF:
the • the partner comes back with
'Nothing to report' then
A partner cannot find the applicant in their records
continue processing.
IF:
under
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Information
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then assess the character using the information that
you have.
Act
See:
• Procedure – Resolve intervention by appointment
• Guidelines – Interventions for citizenship by grant
application.
Information
• review the information and make the assessments,
using the relevant section of the Policy for Good
character for grant of Citizenship.
Official
a partner provides adverse information that was not disclosed
See: Policy – Good character for grant of citizenship.
the
by the applicant
• If required, request an explanation from the applicant
using the most appropriate adverse action letter
below:
under
•
LET450
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•
LET451
•
LET452
Act
•
LET 455
•
LET 470
•
LET481
• Make sure the subject line in the email matches the
subject line in the letter template.
Information
Note:
This is required for reporting purposes.
• send
LET486, requesting a statutory declaration from
the applicant.
information from the police indicates undeclared convictions
• ask the applicant to send through their statutory
Official
by the applicant
declaration as a scanned copy through email.
• put the application
on hold, with a sub-status of
'waiting for customer'.
the record:
the applicant does not meet the criteria for good character
• the outcome
under
• the reason
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• Policy – Full capacity for citizenship application
• Guidelines - Applying on behalf of a person not of full capacity
Act
Check the Renunciation and Deprivation list.
See: Check Renunciation and Deprivation List
If…
then…
• A
deprivation
evaluate the relevant information and update the assessments
as required.
AND/OR
See:
Information
• A
renunciation is found
• Policy – Deprivation of New Zealand citizenship
7
• Policy – Renunciation of New Zealand citizenship
• do the other assessments required within this
procedure and identify any other clarifications that are
needed.
Official
Additional information from the applicant is required to make
one of these assessments
• Gather the clarifications and resolve these all together.
the Process – Resolve clarification.
Update the service status
under
Case officer
1
Ensure al
outcome, criteria and
comments have been updated for all tasks.
Click the Eligibility
unit of workcircle on the
task ribbon.
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2
Select the appropriate
outcome from the
drop down list. Click
'Next Stage' and then click the
application number.
Act
Note:
• You don't need to change the status dropdown at the top of the screen. Select
Complete from the
'Next stage' drop
3
down list. This saves the task outcomes and then tasks from the next stage can be assessed.
• If you haven't selected complete or completed al tasks, an error message wil display.
Resolve the error and repeat
steps 2-4 above again.
Where to next?
Complete the next UOW – Procedure - Review and recommend
Information
Click here to provide feedback on this page
Official
the
under
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Procedure - Review and recommend Act
When to use
Use this procedure to arrive at a decision on whether the application should be approved or declined.
Role
Citizenship Case Officer
System
Information
Customer Centred Management Solution (CCMS)
Steps
Official
Change of application type
Click the
Change application button if it is displayed.
the
1
Note: This button will only display if the applicant has changed age from under 14 to 14-15 or is turning 16.
See: Procedure — Change of application type
2
Continue to follow the steps below if you do not need to change the application type.
under
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Split an application
Once a group reaches 'Review and recommend', applications can be split from a main group.
Act
You can split an application from a group for the fol owing reasons:
• an application is urgent
• an applicant is holding up a group due to being placed on hold
• an applicant cannot be contacted and other applications are ready to be approved
• an applicant wants to attend a ceremony in a different local authority from the rest of the group.
Applications that need to be progressed should be split, leaving the ones that hold up a group in the original service request.
For applicants that are withdrawing and are split from a group, record the refund on the new service request (the person withdrawing).
Information
Do not record it in the original service request. See: System Step - Advise customer to withdraw (step 4).
You cannot split an application that is 'on hold'. Applications that are split will need to be manually assigned to a LISO for validating. See step 10 for more
details.
If you do not need to split an application, continue to 'View the application' below this current section.
Official
1
Go to the group's
service request.
2
In the request under the
summary tab, select the applications you want to split.
the
2
Click the
split applications icon on your right.
It displays after you select the applications.
Click
confirm when the prompt displays.
A new window wil load showing a new service request for the split application.
3
If the new service request for the split application does not show, click
Refresh in CCMS or refresh your browser.
under
When the new service request is created, a notification about the new service request wil show in the
notifications area.
Payment details sit in the old service request, not the new one.
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View the application
Act
Review all the information gathered from the
Complete and Correct Unit of Work (UoW) through to the
Check Eligibility 2
1 UoW.
If…
then…
Information
Official
the
under
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• follow the
Reconfirm Identity procedure. Act
See: Procedure – Manage changes to biodata/identity photo after
Eligibility 1 and up to Validation stage (Reconfirm Identity).
• Record the additional names in the
'other names'
section.
• Check
COS for a
POI (Person of Interest)
flag for the new
name.
extra names for the applicant have been found
• Leave a note in the
interaction hub about the discovery
of an extra name.
Information
Title the note
'Reconfirm Identity'.
Would I need to do external party checks on the new
name(s)?
• Check with other external agencies using the extra names,
if required.
Official
• Re-assess the application, if new information has
been discovered.
the See: System step - Create ad-hoc information request.
material had been accessed from a previous application (a ensure that the documents are uploaded as supporting
previous file was recal ed)
documents to use as evidence for your assessment.
under
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• request the applicant supply supporting documents or
Act
information, if required.
supporting documents or information is needed to make a
recommendation
• Re-assess the application if new information is
discovered.
• the Identity photo gets locked to the person record after
Eligibility 1.
Information
• If a new identity photo was uploaded after
Eligibility 1,
this person record will continue to display the old photo.
• The DAL though will be updated with the latest Identity
photo.
Official
a new identity photo was added after Eligibility 1
• Reconfirm identity to upload the new photo on to the
person record. This will ensure that that the DAL and the
the person record photos are synced.
• Follow from
'Update identity photo' if required, in the
linked process below.
under See: Procedure – Manage changes to biodata/identity photo after
Eligibility 1 and up to Validation stage (Reconfirm Identity).
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• review the download from
AMS,
Act
•
Bruteforce/Megaforce was used for Presence and Status
Re-check the calculation for presence and status, if
calculation
required.
• Re-assess the application if new information has been
found.
• send an options letter and submit a recommendation. (An
applicant response does not need waiting for).
Information
• Write a note explaining the action and then submit a
recommendation.
the applicant does not meet the eligibility criteria
OR
Official
• Send an options letter,
• get the response from the applicant and
the • then, submit a recommendation.
the case is too complex
• in the first instance, discuss with a
team leader.
under
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• Escalate to the
Submissions Expert group for
consultation and direction.
Act
2 Check if the
outcome, criteria, comments and
supporting documents all match with your assessments across all the tasks
while reviewing the information. Correct anything necessary before submitting your recommendation, if required.
Make sure al the fields required for the
DAL update are populated the identity photo specifications are met.
Identity photo fields
Identity photo specifications
• Applicant family name
• Document type –
'Photo of applicant'
• Name type
• Provided as –
'Identity'
• Gender
• Photo type/format –
JPEG
Information
3
• Place of birth
• Photo orientation –
Portrait
• Country of birth
• Any supporting documents where a photo of the
Note:
applicant has been supplied as an identity document. Correct these specifications where needed. Use the link below
for converting a PDF/PNG to a JPEG file if required.
Official
Note:
Ensure these fields are populated before approval. They are
See: System step – Convert a PDF or PNG file to a JPEG file.
required for certificate printing, DAL and register updates.
the
Check that for
supporting documents the '
document type' and '
provided as' sections have been updated as required, and
the biodata matches with the supporting documents.
4
If…
then..
the
'document type' and/or
'provided as' for some
follow: Procedure – Update metadata of supporting documents
under
supporting documents need to be updated
after Eligibility 1.
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Make the first recommendation for the outcome
Make the first recommendation for the outcome an application.
Act
Choose between:
•
Grant (Adult) clearly meets
•
Grant (Adult) meets with exceptions
•
Grant (Child) clearly meets
•
Grant (Youth) clearly meets
•
Does not meet the requirements
Information
If..
then... the applicant “clearly meets" the criteria.
the applicant meets all the standard criteria and there is no information
1
that needs to be brought to the Minister's attention/cause for concern
Select either:
etc.
•
Grant (Adult) clearly meets
Official
This includes children who don't have to meet presence because their
•
Grant (Child) clearly meets
parent is, or is about to become, a citizen.
•
Grant (Youth) clearly meets
the
the applicant meets the requirements of a waiver/reduction schedule.
the applicant “meets with exceptions”.
Note: this option is only available to adult applicants. A LISO should not Select either:
be selecting "meets with exceptions" for child or youth applicants in any
scenario.
•
Grant (Adult) meets with exceptions
under
the applicant does not meet one or more requirements and is not eligible the applicant “does not meet the requirements”.
for going on a waiver/reduction schedule.
Select:
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•
Does not meet the requirements
Note: if you are unsure about the recommendation, please seek support from a SLISO or Service Advice and Support.
Act
See:
• Policy – Grant of citizenship by reason of exceptional circumstances and public interest
• Guidelines – Reduction of presence for grant of citizenship
Add a comment in the
comments section describing how the recommendation was decided.
2
See: Policy – Using professional judgement
3
Submit your
recommendation.
Information
4
Check the
on hold notes. Ensure
action items have been completed.
5
Note:
From
October 29 2020 onwards,
on hold notes will be auto deleted after the status is changed to
'Complete'.
6
Ensure al
outcome, criteria and
comments have been updated for all tasks.
7
Click the Recommend
unit of work circle on the
task ribbon.
Official
8
Change the status to
'Assessment complete'
9
Click the
'next stage' button.
The application will then move to the validation stage.
the
Note: When an application has been split from a group and is moved into the validation queue, it will go into the validation queue in the date order of when
the split was created and
not in the order of when the payment was made. This is because the original payment details remain on the original service request.
10 You must contact9(2)(k)
to request the application be assigned to a Liso for validating.
under
Where to next?
Complete the next UOW – Validate and recommend.
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