Prompt reporting also enables the Department to provide guidance on policy or operations to ensure casework consistency.
Alerts should only be used for casework reporting when the cable network is not working.
Documents such as letters to the post, Third Person Notes and press cuttings, should be scanned and attached into CIS.
Documents too big to scan should be copied and forwarded to the Department in the next available airfreight bag.
The Department aims to give humanitarian assistance to Australian citizens and permanent residents whose welfare is at risk abroad, while respecting their rights to privacy. Those more frequently experienced are covered in this handbook as it is not possible to cover all possibilities.
Part 3 provides details on financial assistance for welfare and repatriation cases.
Consular officers seeking guidance on a case that is not specifically dealt with in this handbook should seek advice of more senior consular officers at post, or refer the matter for advice to the desk/case officer in Consular Operations or the Consular Emergency Centre after hours.
Posts are required to report to the Department significant casework that involves Australian citizens and Australian permanent residents in their consular district.
While there are no specific guidelines on the term significant, posts are expected to exercise judgment and sensitivity in deciding whether a case needs to be reported.
When in doubt, staff should refer their concerns to more senior staff members at post and, should the doubt remain, report the case to the Department.