When any replacement request is ready for approval, we receive a notification that comes to us in a Zendesk ticket. An applicant may also contact us once they have completed the replacement requirements.
- The applicant has completed their online replacement request and it's visible in the "Pending List - Card Replacement" screen
- A statutory declaration has been completed and uploaded stating that:
- since their original background check the applicant has not been convicted of any maritime security relevant offenses
- the applicant has a new visa and will require a replacement because of this
- If a payment is required, it has been received via money order, ComPay (online by credit card) or company cheque. See: Who is eligible for free replacement cards?
- A copy of the applicant's current passport (photo page) Or ImmiCard has also been uploaded
If the abovementioned has not been provided, the applicant must be notified.
Once the applicant has been notified, change the Approval Status drop down to "Waiting for further information from applicant".
This will prevent multiple replacement tickets from generating for the same applicant while waiting for a response.
If all requirements have been completed, follow the steps below to approve the request:
1) Complete a VEVO Check on the applicant to confirm their current visa expiry. Note it down as you will need it to determine the card expiry.
2) Login to the MSIC site and go to Pending List >> Card Replacement. Enter the applicant's card number from your ticket and click Find. Click on their MSIC Number displayed in the first column and once it has loaded scroll down to the bottom of the screen
2) Tick "Payment Received" and type in "165.00" (for free replacements enter 0.00) in the text field
3) Tick "Comment to User" and type in "Stat Dec & Docs Rcvd, Replacement Approved" and Change the "Approval Status" drop down to "Approved"
4) Enter the New Visa Expiry date
a) If the new visa expiry (as per VEVO) is AFTER the Application Decision End Date, copy the Application Decision End Date across to the New Visa Expiry field
b) If the new visa expiry (as per VEVO) is BEFORE the Application Decision End Date, enter the actual expiry date in the New Visa Expiry field
c) If the new visa doesn't have an expiry (ie. they're on a Bridging Visa), copy the Application Decision End Date across to the New Visa Expiry field
5) Click the "Update" button.
6) Record the new card number that has been generated with today's date as the issue date. The replacement request has now been completed and the card will be sent to the nominated post office in 5-10 business days.
7) Login to Auscheck (login details can be found in 1Password)
8) In the menu under Card Activities click on Visa Renewal and enter the old card number and click the Search button, once the matching record is found, click the Next button.
9) Check the applicant details on each page and click 'Next' until you get to the 'New Card Details' section. Enter the new card number and the visa expiry from step 4, then click Next until you reach the Confirmation page.
10) Check ALL the details again and scroll all the way down and click the Submit button.
11) Take a screenshot of the confirmation and add it to your ticket.
12) Go back to the MSIC site and search for the applicant in the Applicant Details screen. Scroll down to the Auscheck tab and click the 'Validate Card Details' button. Load the page again and ensure the Card Printing Approval section shows 'Success' with a green tick. You can also take a screenshot of this and include it in your ticket.
NOTE: At the time of writing, if the applicant selects "I am a temporary resident" or "I am a permanent resident" when they submit the replacement request, you will not be able to enter the new visa expiry. You will need to decline this request and resubmit a new one with the 'I have a visa that entitles me to work' option selected.