INZ struggles with rise in demand for visas

AUCKLAND: Christmas family reunion dreams are being crushed for many as Immigration New Zealand struggles to cope with a surge in visa applications and visa inquiries.

The number of calls and emails received by INZ last month hit 174,985, which is a 44% increase from 121,785 over the corresponding time last year and callers are being made to wait between one and two hours to talk to its call centre staff.

One frustrated Aucklander claimed her four family members from India failed to get visas after a twomonth wait.

She had not been able to reach anyone at the agency, and said the family could lose close to $10,000 in flight tickets and hotel accommodation which they had prepaid.

Another New Zealand couple say their hopes of sponsoring some relatives over for a Christmas visit are dashed after they failed to get visas despite lodging their application more than two months ago.

INZ said it was experiencing high volumes of visa applications and calls to its contact centres, which had resulted in unusually high wait times.

‘‘We apologise for the delays and understand this can be difficult for applicants,’’ agency assistant general manager Karen Bishop said.

‘‘While an increase in call volumes was anticipated, it has taken us longer than expected to recruit additional contact centre staff.’’

Ms Bishop said 20 new staff were under training.

‘‘Due to the high volumes currently being received, we strongly recommend applicants submit their applications as early as possible prior to their intended travel date,’’ she said.

‘‘As is usual for this time of year, visitor visa processing times may be longer, given this is peak summer season.’’

About three in four visitor visas are approved within 18 days, and those that take longer required additional information, verification or translations.

‘‘We cannot prioritise visa applications, even if applicants have already purchased travel,’’ Ms Bishop said.

She encouraged applicants to apply using the Immigration Online system via the INZ website, where they could upload supporting documents, photographs and pay for their application themselves.

However, a Chinese applicant who used the system to get a visa for her mother said she still has not heard back from INZ after nearly two months.

‘‘All the information just seem to disappear into a dark hole along with our application form,’’ she said.

‘‘Then it becomes mission impossible to find someone at INZ to ask what’s happening.’’

One applicant said she was put on hold for more than four hours when she called INZ on one occasion, before finally giving up.

New Zealand Association for Migration and Investment chairwoman June Ranson said the situation was ‘‘disappointing’’.

However, Ms Ranson said INZ was not solely to blame.

‘‘There would not need [to be] so many calls if applicants provided correct information and allowed sufficient planning time.

‘‘People need to understand that overseas travel to New Zealand needs planning well in advance. It is not like catching a bus.’’ — NZME

❛ People need to understand that overseas travel to New Zealand needs planning well in advance. It is

not like catching a bus