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Discussion Starter · #1 ·
I sent an e-mail to my CO last week requesting her to enquire about the progress of my application currently undergoing character assessments by ASIO. Although, she has always replied quickly and promptly to my e-mails, she has not replied this time. I have even called her and left her a message on her voice mail and still nothing. This is only the 2nd time I contacted her requesting a progress report. She even suggested in her initial e-mail 6 months ago that if I have not received any news that she will do a follow-up request to ASIO. So, I'm confused..... How do you know if a Case Officer is still working at an Australian Embassy offshore? I've read on this forum that sometimes people were re-assigned new COs or their files lost because they were not notified that their CO wasn't working at the embassy anymore. Should I contact the call center? I don't want to get her in trouble. She could just be sick. I read the Client Service Charter again and don't I deserve at least a confirmation that she has received my e-mail and that she will keep me updated of the progress of application????
 

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The times quoted in the CSC are based on previous years processing times data and with the ASIO checks I would be surprised if an Immi officer would say they would be checking up on ASIO given the times for their checks has likely been stretched of late with stretching of their resources because of an increase in asylum seekers.
Some COs may be liable to a slip of the tongue at times on what they can do or cannot do.
I think ignoring response to emails is just one way of saying nothing can be done to hurry a situation along and to discourage attempts to contact when all that will do will mean less time doing actual processing work.
 

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Pandora, I can empathise with you about not hearing back from a CO.

But I haven't heard of files being "lost" due to a CO leaving or being transferred. Hope that one is just an urban legend!

In our case, the CO we were assigned did leave soon after. Before she left she sent us a courtesy email informing us that shortly we will hear from our new CO.

We didn't hear anything for more than a month, so I sent an email to the general office and got just a general reply from them telling us our message was passed on to our CO and that he would contact us shortly.

Another month passed without hearing a word. I sent yet another email asking who our new CO is and how the case was going. I received a one sentence reply from our new CO, merely telling us his name, but no update info. Very frustrating.

We waited another month to send a further email. About 12 days later I finally got a satisfactory reply.

Yes, in the service charter it states that they will get back within three working days. I suppose it is up to the CO, on how well organised, and how overloaded with cases they are.

I wouldn't contact the call centre just yet, in your case. Why not try to reach her on the phone again?

Wish you all the very best.
 

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Discussion Starter · #4 ·
Pandora, I can empathise with you about not hearing back from a CO.

But I haven't heard of files being "lost" due to a CO leaving or being transferred. Hope that one is just an urban legend!

In our case, the CO we were assigned did leave soon after. Before she left she sent us a courtesy email informing us that shortly we will hear from our new CO.

We didn't hear anything for more than a month, so I sent an email to the general office and got just a general reply from them telling us our message was passed on to our CO and that he would contact us shortly.

Another month passed without hearing a word. I sent yet another email asking who our new CO is and how the case was going. I received a one sentence reply from our new CO, merely telling us his name, but no update info. Very frustrating.

We waited another month to send a further email. About 12 days later I finally got a satisfactory reply.

Yes, in the service charter it states that they will get back within three working days. I suppose it is up to the CO, on how well organised, and how overloaded with cases they are.

I wouldn't contact the call centre just yet, in your case. Why not try to reach her on the phone again?

Wish you all the very best.
Thanks to you both for your feedback. I did call the call center and asked to speak to my CO and they said that she was off this week and that she will be back on Wednesday. So, I'll just wait till she replies.
 
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