Durability of New Australian Passports

[JohnK]

Went to complete my passport renewal application online yesterday evening and entered all my details and then asked for my mother's maiden name? What? I have never used an online passport renewal/application before and they obviously have the details wrong as it rejected 3 times and locked me out.

Now I have to call Department of Foreign Affairs and Trade and see what is required. I would really like to get it done this week as there is only ~4 weeks left before the next trip.

 

[Bang4Buck]

Went to complete my passport renewal application online yesterday evening and entered all my details and then asked for my mother's maiden name? What? I have never used an online passport renewal/application before and they obviously have the details wrong as it rejected 3 times and locked me out...

I hear you. My passport didn't arrive today either, so I tried their "passport tracking service" and entered all the details (including my mother's maiden name) and at the end it simply said something like "we can't process your request". I haven't tried their hotline yet.

****e, I'm scheduled to travel tomorrow (albeit around midnight)!

 

[Voyages]

Malaysian passports are worse. My gf is a permanent resident with Malaysian citizenship and their chips are at the back of the passport. It's literally the back outer page so she cannot staple the old and new passports together. It's a bit annoying as her PR visa is on the old passport and has to carry both passports when she travels.

She can go to the Department of Immigration and they'll issue a new PR visa for free and evidence it onto her new passport.

 

[JohnK]

So I called the hotline and after listening to all this garbage and pressing a whole lot of useless buttons on the phonepad I got through to a human.

I explained the situation that I had been locked out and would like for it to be reset. The conversation was much longer although it went something like this

Passport Hotline CSA: Are you travelling in the next 3 weeks?
Me: No although I will be travelling in ~4 weeks time.
Passport Hotline CSA: Passport number and identify yourself.
Me: Identified myself and spelled out my mother's maiden name.
Passport Hotline CSA: That is not the same as the one on our records.
Me: (No kidding) OK. So what is my mother's maiden name on your records?
Passport Hotline CSA: I can't tell you.
Me: (Why or why am I getting into conversation?) OK. Is it this name? So I spell out another way it may have been provided 10 years ago.
Passport Hotline CSA: Not that is not it.
Me: (Huh!) Can you please change it to this name?
Passport Hotline CSA: OK although it can take up to 3 business days for it to process. Oh and I need a contact number in case it is rejected.
Me: You realise I am travelling in ~4 weeks? So can I access the online renewal by Friday? (And after a lot of toing and froing)
Passport Hotline CSA: You can probably check again Thursday afternoon (in 3 days time).

It is fun dealing with frontline staff reading from scripts! Why do I get the feeling that this is heading for an express delievery passport renewal?

 

[Bang4Buck]

So I called the hotline and after listening to all this garbage and pressing a whole lot of useless buttons on the phonepad I got through to a human...

I did too. That PO person I'd previously spoken about in this thread has [redacted] my application, by noting 2011 somewhere in it.

I should still apparently get it by 4pm tomorrow but now I've got to go to the consulate to collect it. Stupid [redacted]

 

[Bang4Buck]

An update.

Sure, I was angry last night but I've been suitably impressed since then. Although I won't speak for the PO service, the actual passport office has been very professional and accommodating.

When I called this morning 131232 (just press 0 and you'll get to an operator immediately) I was connected with someone who then patched me through to the passport office person responsible . She gave me her direct phone number, full name and position and assured me my passport would be ready.

Now, I haven't actually collected my passport yet but this person has been extremely efficient, and I now have no doubt my travel plans will be compromised.

Well done passport office! And Adios for a month or so.

 

[Bang4Buck]

i now have passport. well done.