Perhaps I can start and ask Mr. Orr to fill in the details.
When individuals submit their paper applications, those are then sent to our case processing centre, located in Sydney, and the information is inputted into our global case management system. This is where we try to enhance the guidance and the instructions to staff on how to input information into the system, particularly around the issue of problem addresses, to try to make sure that we obviate any issues in how the addresses are entered. At that stage we can identify, through the system, if there may be multiple addresses. The system helps to facilitate whether, in fact, multiple addresses have already been identified at that particular address.
As I say, the information is inputted into the global case management system. There is a process of risk triage. We have risk triage criteria that have been identified, which we worked on some time ago to triage cases, to identify which cases are more complex and not routine, where more issues may be flagged, for example, if a problem address has been identified....
If it's a more straightforward case, then it can be referred back to the local office, and the local office then can go through the process. As you know, a knowledge test is administered, which an applicant has to pass in order to complete their application. There is also the language requirement. There is an in-depth interview that is also undertaken. In a straightforward case, the decision is then rendered.
In a more complex case, as I say, it will go to a higher level decision-maker in the local office, where there would be a more in-depth program integrity review. If an issue has been identified with, for example, a problem address, potentially it is referred to what we call our case management branch. They have an expertise in following up on problem addresses.