Citizenship testing 005-01040000

The email will contain the Daily Attendees List, a list of all applicants expected for an appointment that day.

Access to the mailbox is for the Citizenship Service Desk and test administrators only. Test administrators must make sure they have access to their site positional mailbox and secure folder.

Staff can:

• apply for access via the ICT Security portal, or
• email Services Australia Citizenship testing service desk for assistance

See the Resources page for links to mySupport and for information about mailbox set up.

Before the first appointment

Test administrators must:

• check the iPad is charged, iOS updated and ready for use
• have the Department of Home Affairs Login ID and password is ready
• refer to How to log into a Citizenship Testing iPad, see the Resources page > mySupport
• check the camera is charged, operational, SD card inserted, set to the correct settings and tripod is set up, as per the Facial image capture checklist <camera model>. See the Resources page > Image Capture
• have the Services Australia Standard Operating Procedures (SOP) accessible. See the Resources page > Operational Guides
• have copies of the Australian citizenship appointments conducted by Services Australia fact sheet printed. See the Resources page > Operational Guides
• have the Assistance Information sheet and the Australian citizenship test, Rules of conduct displayed in the testing area. See the Resources page > Applicant fact sheets
• have headsets ready to offer to all applicants who wish to listen to the test using ReadSpeaker
• open the Daily Attendees List to see the appointments for the day

Pre- appointment administration

Open the service centre Citizenship testing positional mailbox, locate the email sent from the Department of Home Affairs that contains the Daily Attendees List.

Check the Daily Attendees List details, including:

• Name of applicant attending. Including their:
• age
• date of birth
• mobile phone number
• Appointment date and time
• Type of appointment:
• Standard test, or
• Assisted test
• Citizenship appointment ID (for each applicant)
• Password, used to log applicant onto the citizenship test

Note: children of the applicant are not required to attend the appointment.

Reception allocates the following queue/contact type to the appointment and books the customer into the virtual wait room with the Priority Flag:

• Queue: Appointment - F2F
• Contact Type: Dep of Home Affairs

Use the customer's full name and date of birth when booking into the FoH App. If no record is found, use UNID and note the customer's name and date of birth.

Services centres using Q-Flow must refer to their training material.

• CI assigns Customer in FoH App
• CI collects the customer from the wait room and presents in the FoH App
• CI completes requirements, see Table 1 > Step 2

After testing is complete, CI escorts the customer to the waiting area to exit the service centre.

• CI will then return to update the FOH App and move the customer into After Work
• CI will then complete any outstanding work and complete the appointment

If CI is not able to complete the outstanding work during the appointment they will Pause After Work for work to be actioned at a more appropriate time.

CI will resume After work for each customer when undertaking any additional work if not completed during the appointment. For example, downloading photos, finalising spreadsheets and actioning zipping files to email Department of Home Affairs.

After all work is finalised, CI completes walk-in.

Complete end of day processing. See Table 6.

Welcome the applicant and explain the appointment process.

Tell the applicant that it is a requirement that a photo is taken as part of the appointment process.

Does the applicant agree to have their photo taken?

• Yes, go to Step 2
• No, do not proceed:
• Record details in the Daily Attendees List, in the Services Australia comments section
• End the appointment. Tell the applicant the appointment cannot proceed, and the Department of Home Affairs will contact them

See the Resources page for links to the Quick Reference Guide (QRG) or Services Australia Standard Operating Procedures (SOP) for suggested script.

Ask the applicant to provide one original photo ID.

Check:

• applicant's details
• authenticity of the photo ID

If the applicant is changing their identity or contact details, tell the applicant to:

• update their ImmiAccount, or
• send an email to Department of Home Affairs Support Line

Record details of change in the Daily Attendees List, in the Services Australia comments section.

Did the applicant provide photo ID and was the photo ID verified?

• Yes, go to Step 3
• No, do not proceed:
• Record details in the Daily Attendees List, in the Services Australia comments section
• End the appointment. Tell the applicant the appointment cannot proceed, and the Department of Home Affairs will contact them

See the Resources page for links to the Quick Reference Guide (QRG) or Services Australia Standard Operating Procedures (SOP) for suggested script.

When undertaking a visual comparison:

• look at the applicant's facial characteristics
• compare the applicant to the photo ID
• confirm the person presenting the photo ID is the applicant as per the Facial image capture checklist <camera model>. See the Resources page > Image Capture

Does the applicant's identity match the photo ID?

• Yes, go to Step 4
• No, do not proceed. Applicant not the one pictured:
• Record details in the Daily Attendees List, in the Services Australia comments section
• End the appointment. Tell the applicant the appointment cannot proceed, and the Department of Home Affairs will contact them

See the Resources page for links to the Quick Reference Guide (QRG) or Services Australia Standard Operating Procedures (SOP) for suggested script.

Ask the applicant for their:

• first name
• last name
• date of birth

Check with the applicant, their name is:

• as it appears on the Daily Attendees List
• spelt correctly, as this is how it will appear on their citizenship certificate

Record any discrepancies in the Daily Attendees List, in the Services Australia comments section.

Each location offering citizenship testing has a camera to take photographs of citizenship applicants.

The applicant must have their photo taken in accordance with the Facial image capture checklist <camera model>.

For help to capture images that meet biometric standards, see the Resources page > Image Capture for links to:

• Facial image capture checklist
• Image capture video for Services Australia

The test administrator may provide help by reading the questions aloud and operating the iPad.

Print and display a copy of the:

• Australia citizenship test, Rules of conduct, and
• Assistance Information sheet

Give the applicant headphones, so they can listen to the test and activate the ReadSpeaker function on the iPad.

The test:

• can be submitted when all 20 questions have been answered
• result screen will display a 'Pass' or 'Fail' outcome

Applicants are to tell the test administrator when they have completed the test. They must not close the screen.

The test administrator must read the overall 'Pass' or 'Fail' result. Located at the bottom of the screen.

Tell the applicant:

• There are 20 randomly generated questions, with 3 possible answers
• They are not allowed to refer to any resources
• Mobiles should be on silent or switched off
• They have 45 minutes to complete the test
• They can review their answers by moving backwards and forwards in the test
• They need to achieve 75%, including correct answers for all 5 mandatory Australian values questions to pass the test
• Headphones are provided if they want to listen to the test questions
• The test administrator can help with using the iPad. The applicant must indicate the answer they think is correct
• Asked to stop immediately if they attempt to cheat. Do not proceed with the test
• They need to notify when the test is completed

Note: while the applicant is taking the test, the test administrator must supervise the test and not leave the room.

To log in to the citizenship test, the test administrator must:

• refer to How to log into a Citizenship Testing iPad on the Resources page > mySupport
• Log on to the Department of Home Affairs - Citizenship test
• The 'Legal Disclaimer' page will appear
• Select Accept

In the following screens:

• Test Administrator Login:
• Enter Logon ID and Password. These were provided by the Department of Home Affairs at the completion of the test administrator training
• Select Enter to continue.
• Client Login:
• Enter the applicant's Citizenship Appointment ID and Password, as provided in the Daily Attendees List
• Select Enter to continue
• Welcome:
• Select Start to commence the test
• Name Confirmation:
• The applicant must confirm their name on the screen is correct
• Select Submit

The test will commence after applicant has confirmed their name.

See the Resources page for links to the Quick Reference Guide (QRG) or Services Australia Standard Operating Procedures (SOP) for suggested script.

If the applicant attempts to cheat, tell the applicant to stop immediately and do not proceed with the test:

• Tell the applicant:
• to leave the test area
• that the Department of Home Affairs will contact them with further instructions
• Record details in the Daily Attendees List, in the Services Australia comments section

See the Resources page for links to the Quick Reference Guide (QRG) or Services Australia Standard Operating Procedures (SOP) for suggested script.

After the applicant has finished the test, check if they are happy with their answers and select Submit then OK.

Once the test is submitted, for marking the Result screen will appear with a Pass or Fail outcome.

Test results

• Pass:
• 75% and above
• Correctly answered the 5 values questions
• Conclude the appointment
• Fail:
• 75% or more and did not answer all mandatory questions correctly
• Below 75% and answered all mandatory questions correctly
• Below 75% and did not answer all mandatory questions correctly

The applicant must inform the test administrator when the Test results screen appears.

The test administrator will determine if the applicant needs to re-sit the test, only if time permits.

The results will display on the applicant's screen, select Finish. The results will be transmitted to the Department of Home Affairs. Record the result on the Daily Attendees List under the Services Australia comments section.

If the applicant fails the test, offer a resit if time and resources permit. Applicants can sit the test a maximum of 3 times at each appointment.

Failing the citizenship test does not affect their permanent residence visa or their ability to continue living in Australia.

See the Resources page for a link to the Services Australia Standard Operating Procedures (SOP) for examples of fail screen results.

Thank the applicant for their time and give the applicant a copy of the Australian citizenship appointments, Conducted by Services Australia fact sheet, see the Resources page.

Tell them to ring the Department of Home Affairs number, on the back of the fact sheet if they have any questions.

If the applicant fails the test:

• First or second appointment (as indicated in their appointment letter). Tell them they will be invited by the Department of Home Affairs to attend another test appointment
• Third appointment. Tell them the Department of Home Affairs will contact them to either schedule a new test appointment or make a decision on their application

Do not give any advice on how long it will take the Department of Home Affairs to:

• provide a decision, or
• when a conferral ceremony may be scheduled

Complete each column of Daily Attendees List and add an electronic signature by inserting the test administrator's name.

Compress applicants' photos and the Daily Attendees List into a zip file no larger than 15,000KB or 15MB.

Reply to the appointment email from the Department of Home Affairs by close of business of the testing day, 'reply all' and attach the zip file.

Update the AAA Attendance report with the number of attendees, save and exit the spreadsheet.

See the Resources page for links to the Services Australia Standard Operating Procedures (SOP) and Quick reference Guide (QRG) for more information on how to Zip files and send a reply email to Home Affairs.

Save the image to the folder created for the appointment day on the national secure drive. Use the following naming convention <<Given Name(s)>> <<Family Name>> - PHOTO

Example

• Amanda Jane BLOGS - PHOTO.jpg
• John CITIZEN - PHOTO.jpg

See the Resources page for a link to the Services Australia Standard Operating Procedures (SOP).

Test administrators must:

• destroy all printed personal and identifying information using the secure waste bin
• maintain a copy of all electronic documents and emails for a maximum of 90 days after the appointment date. Delete all files after 90 days
• photos are stored on the Secure Digital (SD) card for a maximum of 7 days. Delete all photos off the SD card 7 days after the appointment date

See the Resources page for a link to Services Australia Standard Operating Procedures (SOP).