Processing of visa applications and refugee/protection status claims (order and manner)

At a glance

Immigration New Zealand processes visa applications and refugee/protection status claims under General Instructions covering order and manner. The order of processing (A16.1) sets out how visa applications are queued and prioritised, including residence and temporary entry category groupings. Business immigration applications receive priority processing under BA3 and are handled by business immigration specialists. The manner of processing (A16.3) governs activity‑based workflows within the enhanced Immigration Online system. Refugee and protection status claims are processed under A16.4 with their own order and manner rules, including prioritisation for detained claimants and expedited timeframes.

Definition

Visa applications

Order of processing

The General Instructions for the order of processing visa applications are issued by the Deputy Secretary Immigration (acting) under delegated authority from the Chief Executive of the Ministry of Business, Innovation and Employment, acting under section 26(4) of the Immigration Act 2009 [A16.1]. The current instructions, effective from 9 July 2025, revoke and replace the previous instructions dated 1 April 2025 [A16.1]. The instructions apply to all visa applications, but are subject to any other immigration instructions specifically addressing order or manner of processing [A16.1].

Residence class visa applications are grouped for the purpose of the order of processing instruction [A16.1]. The current groups are [A16.5]:

• Business Residence group: Active Investor Plus Visa, Employees of Relocating Business Resident Visa, Entrepreneur Resident Visa, Global Impact Permanent Residence Visa
• Family Residence group: Dependent Child Resident Visa, Intercountry Adoption Resident Visa, Parent Retirement Resident Visa, Parent Resident Visa, Partnership Category Visa
• Skilled Residence group: Care Workforce Work to Residence Visa, Highly Paid Residence Visa, Skilled Migrant Category Resident Visa, Straight to Residence Visa, Work to Residence Visa
• 2021 Residence Visa group: 2021 Resident Visa
• Residence from Work group: Long Term Skill Shortage List Resident Visa, Religious Worker Resident Visa, South Island Contribution Resident Visa, Talent (Accredited Employer) Resident Visa, Talent (Arts, Culture and Sports) Resident Visa
• Special Residence group: Pitcairn Islander Resident Visa, Samoan Quota Resident Visa, Pacific Access Category Resident Visa
• Refugee and Protection Category group: Afghan Emergency Resettlement Category, Christchurch Response (2019) Permanent Resident Visa, Community Sponsored Refugee Resident Visa, Refugee Family Support Resident Visa, Refugee and Protection Category, Trafficking Victim Resident Visa, Victims of Family Violence Resident Visa

Residence application priorities

1. Generally, applications in the same group are processed in lodgement date order [A16.1].
2. However, applications in the following categories may be grouped by like characteristics and those groups prioritised at the discretion of the Deputy Chief Operating Officer, Director Visa or Operations Director (Central/Southern) [A16.1]:
   • Within the Business Residence group, Active Investor Plus category [A16.1];
   • Within the Family Residence group, Parent Retirement category [A16.1].
3. When prioritising by like characteristic groups, the officer must inform the Deputy Secretary, Immigration, and publish the details and rationale on the INZ website [A16.1]. Examples of like characteristics include applications with all mandatory documentation and adherence to investment guidelines, requests to change from old to new instructions, or changes between investment categories [A16.1].
4. Within the Skilled Residence group, applications are prioritised where [A16.1]:
   • the applicant is employed or offered employment in an occupation listed in Tier 1 of the Green List; or
   • the applicant's hourly rate is equivalent to or higher than three times the median wage (at the date of the instruction: $94.83 per hour or an annual salary of $197,246.40, subject to change); or
   • for the Skilled Migrant Category, the applicant qualifies for six points without work experience.
5. Within the Family Residence group, Partnership and Dependent Child Family applications are prioritised [A16.1].
6. Within the Parent Resident Visa category, applications are split into two cohorts: Cohort one (Queued Pool) and Cohort two (Ballot Pool). Each cohort is generally processed in lodgement date order to meet the annual limit [A16.1].
7. Within the Refugee (and other special visas) Residence group, the following permanent resident visas are prioritised [A16.1]:
   • Refugee and Protection Category
   • Refugee Quota Family Reunification Category
   • Community Organisation Refugee Sponsorship Category Pilot

Temporary entry application priorities

8. Temporary entry applications are generally processed in lodgement date order unless specified [A16.1].
9. Job Check applications and Accredited Employer Work Visa (AEWV) applications are prioritised where the role is on the Green List (Appendix 13) [A16.1].
10. Otherwise, applications in the following categories may be grouped by like characteristics and prioritised at the discretion of the Deputy Chief Operating Officer, Director Visa, or Operations Director (Central/Southern) [A16.1]:
    • AEWV (Employer accreditation, Job Check, and Accredited Employer Work Visa)
    • Partner of an AEWV holder
    • Dependent of an AEWV holder
    • International student visa categories: English language studies, Exchange student, Full-fee paying, Pathway, Scholarship holder
    • Partner of a student visa holder
    • Dependent child of a work visa holder (partner of a student visa holder)
    • Dependent child of a visitor visa holder (partner of a student visa holder)
    • Guardian of a student visa holder
11. When grouping is used, the officer must inform the Deputy Secretary, Immigration, and publish the details and rationale on the INZ website [A16.1]. Examples of like characteristics include sector, employer, occupation, course of study, education provider, or whether all required information is present [A16.1].

Additional priority for business immigration instructions

Under BA3, applications under business immigration instructions are given priority processing and must be determined by immigration officers known as business immigration specialists [BA3]. However, Investor Category applications may be determined by other immigration officers if directed by the Chief Operating Officer Immigration or an Operations Director [BA3]. INZ Heads of Operations and Visa Operations Managers provide liaison services for the business immigration specialists to facilitate processing [BA3].

Urgency

12. The instructions do not prevent immigration officers according urgency to the processing of any particular application when individual circumstances warrant [A16.1].

The prioritisation for allocation does not affect the date the application is made; an application is made on the date it is submitted in accordance with immigration regulations [A16.1].

Manner of processing (activity‑based processing)

Under section 26(4) of the Immigration Act 2009, the chief executive may give general instructions on the order and manner of processing applications. The General Instruction on manner of processing (A16.3) applies to visa applications submitted using the enhanced Immigration Online system [A16.3]. It directs how immigration officers must process applications in an activity‑based way to support automated processing.

Performing activities (A16.3.10)

• An immigration officer accepts activities in the general order they appear in the work dashboard; pending activities are anonymised (no applicant details shown) [A16.3].
• An officer may return an activity unprocessed only in limited circumstances (such as conflict of interest) and with manager approval [A16.3].
• The officer must focus on the specific activity, not the whole application or other completed activities, unless necessary to complete the activity [A16.3].
• The officer processes the activity to completion, carries out any verification, and records the outcome as "instruction met", "instruction not met", or "cancelled" [A16.3].
• Where judgment or discretion is required (e.g. risk or bona fides assessment), the officer records reasons for the outcome [A16.3].
• If an officer considers a matter should be escalated (e.g. high risk, possible false or misleading information), the officer discusses it with their manager or a technical adviser. The manager may then manually allocate all activities in that application to a single officer [A16.3].

Final assessment where instructions not met (A16.3.15)

When all activities are completed and some instructions are not met, concerns have been raised, or the visa type is not fully automated, the system raises an activity for a final assessment. The officer performing the final assessment:

• considers any activities where instructions were not met or concerns were raised [A16.3];
• is not required to review activities where instructions were met (but may do so if necessary) [A16.3];
• notifies the applicant of any further information required or potentially prejudicial information, in accordance with immigration instructions [A16.3];
• applies principles of fairness and natural justice when considering the applicant's response or if no response is received in time [A16.3];
• considers whether an exception to instructions is required and appropriate [A16.3];
• may, but is not obliged to, consider whether the applicant meets the requirements for a different visa category [A16.3];
• reaches a final decision and records reasons [A16.3].

Pre‑decision quality checks (A16.3.20)

Some activities and applications are selected for pre‑finalisation quality checks. When an activity is subject to a quality check, the officer who completed it must:

• consider the intent and context of any advice from the quality check and carry out any needed rework [A16.3];
• document the rework to show how the quality advice was acted on [A16.3];
• amend the original outcome if rework reveals that instructions are no longer met (or are met when previously assessed as not met) [A16.3].

After all activities are completed and quality checks (if any) are addressed, the application is finalised and the result notified.

Refugee and protection status claims (A16.4)

Order of processing

Under A16.4, refugee and protection status claims are generally processed in the order they are lodged [A16.4]. First priority must be given to claims where the claimant is held in immigration detention or subject to administrative restrictions on their liberty [A16.4].

The Refugee Status Unit may also prioritise, expedite, extend, or amend standard timeframes (including interview length) for the following [A16.4]:

• subsequent claims;
• claims where a person required to attend the interview must travel a significant distance or for a significant time to the interview location;
• claimants with a criminal history in New Zealand;
• claims made following interactions by the claimant with an Immigration compliance officer;
• claims considered part of a cohort based on common circumstances or characteristics;
• claims that are prima facie meritorious;
• claims with compelling characteristics, such as unaccompanied minors or claimants with mental health concerns that would benefit from an amended process.

For subsequent claims, the refugee and protection officer may request additional information to decide whether to offer an interview or accept the claim for consideration. The officer may also advise that section 140(3) of the Act could apply and seek submissions; if the claim is found to be manifestly unfounded or abusive, the officer may proceed to determine it without an interview [A16.4].

Manner of processing

The Refugee Status Unit and refugee and protection officers adhere to timeframes set out in the Refugee Status Unit Practice Note [A16.4]. Where timeframes cannot be met or an extension is needed, the officer must write as soon as practicable to the claimant, advise of the delay or agreed extension period, and provide a new due date [A16.4].

Timeframes for claimants in immigration detention (including those released on conditions or reporting agreements) may be expedited in accordance with the Practice Note [A16.4]. The refugee and protection officer may set timeframes for claims identified as priority or cohort claims under section 149(1)(a) of the Act [A16.4].

On decisions, the officer will notify the claimant in writing within six weeks of the final date that responses and submissions are received, or, if not received, after a period reasonable in the circumstances has been allowed for submission [A16.4]. If a claimant fails to attend an interview or to respond to an interview report or letter within agreed timeframes, the officer may proceed to a decision based on the available information [A16.4].

The Refugee Status Unit will not issue decisions or procedural documents from the third Friday of December to the third Friday of January, unless otherwise agreed by the officer and the claimant or representative [A16.4].

Discretion and non-reviewability [C4.35]

Subject to Part 5 of the Immigration Act 2009 and to the Immigration (Refugee and Protection Status Processing) Regulations 2010, and any general instruction by the chief executive, officers may determine the order and manner of processing claims. [C4.35]

A refugee and protection officer may decide the order in which claims are to be handled, subject to any instructions from the chief executive. A refugee and protection officer processing claims or matters of persons who are in detention should take into account the information in C4.70. [C4.35]

The question of whether a claim is processed in an order and manner consistent with any general instructions is a matter for the discretion of the refugee and protection officer concerned. No review proceedings and no appeal, whether to the Minister, the Tribunal, a court or otherwise, lie against that decision. [C4.35]

Application in decisions

For visa applications, immigration officers must follow both the order (A16.1) and manner (A16.3) instructions unless a specific instruction provides otherwise. For business immigration applications, BA3 additionally requires priority processing and determination by business immigration specialists, with a limited exception for Investor Category applications [BA3]. Officers accept and process activities as they appear in the anonymised dashboard, focus on the isolated task, record outcomes, and escalate when necessary. At the final assessment stage, the officer applies fairness and natural justice, may request further information, and can consider a different visa category before recording the final decision [A16.3].

For refugee and protection status claims, officers follow the order and manner set out in A16.4. Detained claimants receive first priority, and the Refugee Status Unit may expedite or adjust timeframes for defined categories. Subsequent claims may be decided without an interview if manifestly unfounded or abusive. All decisions must be issued within the statutory timeframes, and the Unit observes the annual holiday non‑issue period unless otherwise agreed [A16.4].

Interpretation & edge cases

• The general instructions do not override specific immigration instructions that set out a different order or manner for a particular category [A16.1][A16.3].
• The median wage reference in the order instruction is as set out in applicable immigration instructions at the time of application; the figure mentioned is indicative and may have changed [A16.1].
• Individual urgency does not create a precedent and is exercised on a case‑by‑case basis [A16.1].
• Grouping decisions must be transparent, with details and rationale published on the INZ website [A16.1].
• The activity‑based processing design anonymises pending activities; officers must not attempt to identify the applicant while accepting work [A16.3].
• An officer may be assigned to multiple virtual teams based on capability and workload [A16.3].
• If an activity requires escalation, the manager may re‑allocate the entire application to a single officer, moving away from the activity‑based model for that case [A16.3].
• Quality checks occur before finalisation; officers must genuinely engage with the quality feedback and document how it was acted on [A16.3].
• Refugee and protection claim prioritisation under A16.4 is mandatory for detained claimants; other categories may be expedited at the Unit's discretion, but the reasons and any publication are internal [A16.4].
• The six‑week decision notification period runs from the final receipt of responses; if the claimant fails to respond within the allowed time, the officer may decide on the information held [A16.4].
• The no‑issue period over Christmas/New Year (third Friday of December to third Friday of January) is a blanket rule for refugee/protection decisions, subject only to mutual agreement [A16.4].
• Subsequent claims are subject to possible summary dismissal if they are manifestly unfounded or abusive, and the officer may bypass an interview in such cases [A16.4].
• Business immigration applications receive priority processing and must be determined by business immigration specialists under BA3; the only exception is that Investor Category applications may be determined by other immigration officers when directed by the Chief Operating Officer Immigration or an Operations Director [BA3].
• Officers' discretion on the order and manner of processing refugee and protection claims is final; no review or appeal lies against a decision on whether processing is consistent with general instructions. [C4.35]

Citations

• A16.1 — General Instructions for the order of processing visa applications
• A16.3 — General Instruction on manner of processing visas
• A16.4 — General Instruction for the order and manner of processing of refugee and protection status claims
• A16.5 — Groups of residence class visa applications
• BA3 — Streamlining
• C4.35 — Officer may determine procedures on claim