Who can I can I release info about an application to?
The client's partner has called. Can you release info to the client's partner if the application has already been completed even though there is a declaration form uploaded to the file?
No- Live applications only.
*Listed on a relevant declaration form
*Any additional document uploaded to the application authorising the caller to be a contact.
What info do you need to collect from an Officer?
Provide their name, station, and QID number; and be calling from Govt Status Line
Can a LIA/lawyer check their own file on the adviser line?
No. The LIA/lawyer cannot call on the adviser line for themself.
Please advise them to call the general line in these situations.
If a client needs to verbally authorised someone to act on their behalf but they don't speak English can a family member translate for them? The family member lives in NZ and speak very good English.
No- You will need to get a translator.
The client has called to check an update on the medicals that they submitted, and the status shows further tests required. Can you advise them what those tests are?
Please explain your answer as to what you would say and do in this situation?
No- you can advise that further tests are required and the complete an emedical escalation form in CMS-'request for a copy of emedical record.'
If the Military police ring for a status check, do we treat them the same as NZ police?
No. The Military Police are part of the New Zealand Defence Force and are not attached to the NZ Police, so they are not included in the MOU we have with the NZ Police.
What if the LIA/lawyer calls on the priority line but the number is not trusted?
If they are not listed on the application, you can verify their identity through the IAA or Law Society website, confirm they are representing the client, and proceed to release information
If it is a paper application, how do we check if a family member or a friend is authorised to act on behalf of the client? (There are two answers. You only have to give one. But double bonus points if you can get the second answer also)
*Anyone listed in the contacts list for a live paper application only (including parents of a minor child)
*An authorised contact whose details are entered by a case officer in the application notes of that application
How do we verify a parent is authorised prior to giving information for a child?
There are three types of applications (each type will equal 100 points- possible 300 points in total):
*ADEPT applications-100 points
*IGMS applications-100 points
*PAPER applications-100 points
If your team cannot answer all three correctly. The other team will have a chance to gain those extra points as bonus points.
ADEPT applications:
Listed on the application under the 'supporting persons details" or ' person completing form' with the option 'parent or guardian of a dependent child who is under 18 years of age' selected. (Confirm details of the parent match the caller)
IGMS applications:
Parent listed on the section of the application 'supporting person details'. (Confirm details of the parent matches)
Paper applications:
Listed on the contact tab or listed on a note on file by IO (Confirm details of the parent matches)
What are some of those reason's police call us?
If we (ICC) are unable to assist LIA/Lawyers about interpretation of OP's who do, we direct them to?
If ICC is unable to assist, refer the LIA/lawyer to the practice lead at the branch that will process that type of application based on the product categories.
What information can I release to the SA on a live application?
(There are 5 answers. To get the point please answer 3/5 of these correctly.)
Can you release information to a caller that is not the client if it is an online application, but the caller is only listed on the contact tab of the application?
If you answer yes, then who?
Yes- Education providers; you can release information to them as long as that education provider is listed on the contacts tab. The declaration form does not need to be completed.
For all other caller's normal process applies.
What if the police officer asks if they should arrest or detain the client? Can we advise them what to do?
Short answer- No
Long answer-This needs to be forwarded to the compliance duty officer to deal with.
Even if an AMS alert/warning requests someone to be detained, the compliance duty officer should be contacted to liaise with the police and make that call. ICC should not be involved in actioning this request at all.
You should:
If the LIA/Lawyer has been sent an NZER number and is asking us which client it belongs to, can we tell them?
This will depend.
LIAs and lawyers can be sent emails requesting medicals which only have an NZER number on them and they are therefore unable to identify which of their many clients it belongs to. Just because they have been sent this email does not necessarily mean they are representing the client. They may have represented them previously which is why their email was recorded, but have since stopped representing them.
If they are not representing the client we cannot release the client's name to them, so we first need to check whether they are or not.
If an LIA or lawyer asks for the name of the client and only has an NZER number, please follow these steps:
What is the KB number is 'Who can I release information about an application to?'
KB 1278
Can I provide sponsors with details of the people whom they have previously sponsored for a visa, over the phone?
Yes. You can tell sponsors the names of the people they have previously sponsored and the dates those applications were tendered (if the sponsor needs a hint for the date).
Can we tell police about AMS alerts?
Yes.
If a police officer asks you for information that is not part of the usual status check process, it is important you ask for the reasons for the enquiry. They may indicate "on-going investigation" or similar, which is acceptable.
If in any doubt after you have provided police with information, you can email the compliance duty officer and they can follow up if needed. Compliance contact details are available at KB3012
If Margaret Smith from Premier House in Wellington asks for information on alerts, you can provide this
What about employees of LIAs or lawyers?
You can release information if the employee:
OR
If they are not calling from a trusted number and there is no live application (or the LIA/lawyer's employee is not listed), you should:
You cannot release any information from the client's file to the employee of an LIA/lawyer calling on the general line when the employee's name is not listed on the declaration form, contacts tab or application notes of a current application