Independent Chief
Inspector of the UK Border Agency publishes report on the Visa
Section in Kuala Lumpur
A report published
today by the Independent Chief Inspector of the UK Border Agency
(UKBA) found that the Visa Section in Kuala Lumpur was
well-managed however there were considerable delays in dealing
with administrative reviews of points-based applications.
The report "Inspection Report of the Visa Section in
Kuala Lumpur" reviewed UKBA processes and procedures
including the quality of decision-making and consistency of
approach, customer service at the Kuala Lumpur and Singapore visa
application centres as well as management and leadership within
the Visa Section.
Independent Chief Inspector, John Vine CBE QPM, said,
"This was the first time we examined cases where visas
had been granted and I was pleased to find that all cases in our
sample had been issued correctly. However I also found that there
were considerable delays in dealing with administrative reviews of
points-based applications. This is particularly important in Kuala
Lumpur and Singapore, where many of the customers are students who
have a relatively short period of time to take up their place of study."
For the first time, the inspection team looked at the effect of
the UKBA’s 'hub and spoke' model which sees visa
applications made at the collection point (the spoke – Singapore
in this case), being sent to a processing point (the hub – Kuala
Lumpur), where entry clearance decisions are made. It was also the
first inspection where the team examined cases where visas had
been granted and the first time the Independent Chief Inspector’s
core inspection criteria were used to assess the effectiveness and
efficiency of the UKBA’s overseas operations .
The Independent Chief Inspector added, "I saw strong
evidence of effective joint working with stakeholders and delivery
partners to manage the high volume of student applications during
the summer period. However, I was disappointed to find that
interim casework instructions of the points-based system relevant
to overseas decisions had been issued in the United Kingdom but
not disseminated to overseas posts. This meant that applications
were refused when they could have been deferred and potentially granted."
In Kuala Lumpur, the inspection team sampled 200 randomly
selected files, drawn from a list of decisions made in Kuala
Lumpur since 1 March 2009. These included 100 refusal decisions
including Tier 4 student visa applications, 50 cases where a visa
was issued and 50 cases that had attracted an administrative
review. The files were examined to assess the quality of decision
making and whether correct procedures were used to reach balanced
decisions.
The inspection found that entry clearance staff in Kuala Lumpur
were experienced and committed. Customer service was good with
prompt responses to complaints at both visa application centres
and posts. The Independent Chief Inspector commented favourably on
the local development of a document checklist which had been
designed to clearly set out the documents required for different
visa applications and in what format they were acceptable.
However, the inspection did uncover some areas that need
improvement. There were considerable delays in dealing with
administrative reviews of points-based applications. The team also
found that a revised interim casework instruction on the
points-based system, encouraging staff to contact customers and
sponsors to clarify minor errors or omissions, had not been
circulated to posts overseas. The team considered this to be an
organisational failing which impacted negatively against customers
in Kuala Lumpur and Singapore. The team also highlighted the need
for the visa application centres' telephone helpline
service to be monitored and have service standards set.
The report on Kuala Lumpur and Singapore is the third to be
published on visa posts overseas by the Independent Chief
Inspector, following formal assessments of the Visa Sections in
Rome and Abuja in 2009. The inspection took into account the remit
of the former Independent Monitor in considering cases where
Refusal of Entry Clearance carries limited rights of appeal.
The full inspection report on the Visa Sections in Kuala
Lumpur and Singapore can be viewed alongside previous inspection
reports at www.ociukba.homeoffice.gov.uk.
To view the report that accompanies this press
release, please follow the link below:
http://nds.coi.gov.uk/ImageLibrary/detail.aspx?MediaDetailsID=1291
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Notes to Editors
1. The Independent Chief Inspector of the UKBA publishes
inspection reports on his website at www.ociukba.homeoffice.gov.uk
2. The Office of the Independent Chief Inspector was created
by the UK Borders Act 2007.
3. The appointment of John Vine
CBE, QPM was announced in Parliament by the Home Secretary in
April 2008. He took up his post in July 2008.
4. The Chief
Inspector is independent of the UKBA. The Inspectorate is required
to report annually to the Secretary of State. The Inspectorate’s
reports will be laid before Parliament.
5. The Independent
Chief Inspector’s core inspection criteria is published on his
website at www.ociukba.homeoffice.gov.uk
6. The purpose of inspection of the UKBA is to provide
assurance to Ministers, Parliament and the public about the safe,
proper and effective delivery of immigration and nationality
services.
7. Administrative review is the mechanism for
reviewing refusal decisions made under the points-based system,
where the customer believes an error has been made in the
decision. Administrative review replaced full appeal rights, where
the customer had the right for their case to be heard by an
independent adjudicator in the United Kingdom.
For further information please contact:
Patricia Macready
Contacts:
NDS Enquiries
Phone: For enquiries please contact the above department
ndsenquiries@coi.gsi.gov.uk
Patricia Macready
Phone: 0207 084 8125
patricia.macready@homeoffice.gsi.gov.uk