18 August 2025
Immigration Trust
[FYI request #31030 email]
DOIA-REQ-0014503
Tēnā koe Immigration Trust
Thank you for your email of 20 May 2025 to the Ministry of Business, Innovation and Employment
(MBIE) requesting, under the Official Information Act 1982 (the Act), information regarding
Immigration New Zealand's operations in Hamilton.
On 18 June we advised that MBIE needed to extend the time available to answer your request as a
large quantity of information was in scope of your request and meeting the original time limit would
unreasonably interfere with our operations.
On 3 July we advised that MBIE had assessed and decided to grant your request and would provide
you the requested information as soon as it is ready and without undue delay. We noted that some
information would be withheld where necessary.
Our Response
Request: The latest organisation chart for Immigration New Zealand in Hamilton
Please find the organisation chart for the Hamilton Immigration New Zealand (INZ) visa operations
branch attached as
Appendix A. Details about roles outside the Hamilton-based visa operations team
are included in other sections of this response to ensure complete coverage of the Hamilton
operations.
Please note that, consistent with the Government’s Protective Security Requirements, we have
withheld the names of staff below Tier 5 under section 6(a) of the Act where information would be
likely to prejudice the security or defence of New Zealand or the international relations of the
Government of New Zealand. MBIE takes its protective security responsibilities seriously, which
includes protecting our people.
In determining our approach to the threats our people face, we are guided by information on New
Zealand's Security Threat Environment, which can be found on the following page:
New Zealand’s Security Threat Environment | New Zealand Security Intelligence Service
Request: Job description and requirements for each job position at Immigration New Zealand in
Hamilton
Please find the job descriptions of roles within the INZ Hamilton branch attached as
Appendix B.
Included in the appendix are position descriptions for the following roles:
•
Assurance Advisor
•
Senior Immigration Officer
•
Head of Operations Hamilton
•
Senior Resolutions Analyst
•
Immigration Manager
•
Senior Support Officer
•
Immigration Officer
•
Senior Technical Advisor
•
Practice Lead
•
Support Officer
•
Senior Administration Coordinator
•
Technical Advisor
•
Senior Business Advisor
•
Visa Operations Manager
Request: Training programme and material for each job position at Immigration New Zealand in
Hamilton
The Hamilton office includes a wide range of roles. Each of these roles has its own induction and
upskilling pathways, and the associated training materials vary significantly in format, content, and
delivery method. Given the volume and diversity of roles, compiling all training materials for every
position and the volume of material encompassed, this part of your request is refused under section
18(f) of the Act, because the information requested cannot be made available without substantial
collation or research.
Request: Key performance indicators for each job position at Immigration New Zealand in Hamilton
We do not use key performance indicators for understanding the success of individual performance
for INZ staff. Therefore, this part of your request is refused under section 18(e) of the Act, as the
information requested does not exist.
However, we do have a Success Measures Framework, which is designed to improve transparency for
staff and people leaders on what success looks like for certain INZ roles. MBIE has worked closely with
the Public Service Association on both setting performance expectations and monitoring them to
ensure staff have a level of input and ownership.
Individual productivity is always more than the numbers of decisions made– it covers several areas,
including quality, customer focus, behaviours and quantity. We are committed to maintaining a high
quality of decision-making and there are regular audits to ensure that happens.
This Success Measures Framework covers the following roles:
Visa Operations
Risk & Verification
• Support Officer
• Verification Officer
• Senior Support Officer
• Senior Verification Officer
• Immigration Officer
• Senior Immigration Officer
• Technical Advisor
• Senior Technical Advisor
The Success Measures Framework establishes seven core aspects:
1. Strong linkages to MBIE’s and INZ’s strategies.
2. The principles within which the framework should be applied.
3. The pillars that are important to our people and support achieving INZ’s objectives.
4. Integrating with new technology and ways of working.
5. Effective leadership to support the framework.
6. A mechanism for operational leaders to set Success Measures with their teams.
7. Frequent review periods of Success Measures.
Please refer to
Appendix C for the Visa Operations Success Measures. Please note that information
on products processed in INZ branches outside of Hamilton have been marked as out of scope.
Request: The internal checklists used by Immigration New Zealand officers when assessing various
types of partnership visa applications.
Please refer to
Appendix D for the information related to assessing partnership applications. Please
note some information is withheld under section 6(c) of the Act as making this information available
would be likely to prejudice the maintenance of the law, including the prevention, investigation, and
detection of offences, and the right to a fair trial.
Request: Pay range for each job position at Immigration New Zealand in Hamilton
Please refer to the table included in
Appendix E at the end of this response for the pay range of each
role in INZ’s Hamilton branch as at 21 July 2025.
Request: Staff turnover rate for each job position at Immigration New Zealand in Hamilton for the past
five years
Please refer to the table included in
Appendix E at the end of this response for the staff turnover rate
for each role in INZ’s Hamilton branch. Please note that data for the year 2021 is excluded from this
report due to the HR system transition during that period, to gather this information would require
manually collating and reconciling the data. As such, this part of your request is refused under section
18(f) of the Act, because the information requested cannot be made available without substantial
collation or research.
Throughout this response where information is withheld under section 18(f) of the Act, I have
considered whether the Ministry would be able to respond to your request given extra time or the
ability to charge for the information requested but I have concluded, in both cases, the Ministry’s
ability to undertake its work would still be prejudiced. These tasks would remove Ministry staff from
their core duties and therefore the greater public interest would not be served. I am also satisfied that
consulting with you would not allow the Ministry to fulfil any of the information that is refused under
section 18(e) or 18(f) of the Act.
You have the right to seek an investigation and review by the Ombudsman of this decision. Information
about how to make a complaint is available at
www.ombudsman.parliament.nz or freephone 0800
802 602.

If you wish to discuss any aspect of your request or this response, please contact
[email address].
Nāku noa, nā
Jeannie Melville
Deputy Chief Operating Officer Immigration
Immigration New Zealand
Ministry of Business, Innovation & Employment
Appendix E
Table: Pay range for each role in INZ’s Hamilton branch as at 21 July 2025.
Role
Pay range
Assurance Advisor
$75,114 - $88,266
Head of Operations Hamilton
$132,417 - $160,472
Immigration Manager
$90,995 - $107,369
Immigration Officer
$63,278 - $75,114
Practice Lead
$101,911 - $121,196
Senior Administration Coordinator
$55,624 - $65,829
Senior Business Advisor
$101,911 - $121,196
Senior Immigration Officer
$72,869 - $83,292
Senior Resolutions Analyst
$77,359 - $96,453
Senior Support Officer
$60,727 - $70,625
Senior Technical Advisor
$90,995 - $107,369
Support Officer
$55,624 - $65,829
Technical Advisor
$77,359 - $96,453
Visa Operations Manager
$118,390 - $143,639
Table: Staff turnover rate for each role in INZ’s Hamilton branch, broken down by year.
Please note that the roles filled by a small population can display a high turnover rate due to the
variance of annual headcount to annual exits. Additionally, there may be some variance in the roles
held within the office year on year.
As at June 2022
Job Title
Headcount*
Exits
Turnover
Assurance Advisor
1
0
0.0%
Compliance Officer
3
0
0.0%
Housing Team Leader
1
0
0.0%
Immigration Manager
11
0
0.0%
Immigration Officer
104
14
13.9%
Learning Facilitator
3
0
0.0%
Practice Lead
2
0
0.0%
Relationship Manager, Migrant Skills
Retention
1
0
0.0%
Resettlement Case Officer - Housing
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Compliance Officer
1
1
66.7%
Senior Immigration Officer
17
2
10.3%
Senior Investigator
1
0
0.0%
Senior Support Officer
3
0
0.0%
Senior Technical Advisor
8
0
0.0%
Support Officer
4
2
66.7%
Technical Advisor
10
0
0.0%
Verification Manager
1
0
0.0%
Verification Officer
6
0
0.0%
Visa Operations Manager
2
0
0.0%
As at June 2023
Job Title
Headcount*
Exits
Turnover
Assurance Advisor
1
1
100.0%
Business Coordinator
1
0
0.0%
Compliance Manager
1
0
0.0%
Compliance Officer
2
0
0.0%
Head of Operations Hamilton
1
0
0.0%
Immigration Manager
13
1
8.3%
Immigration Officer
120
15
13.4%
Investigations Manager
1
0
0.0%
Investigator
1
0
0.0%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Relationship Manager, Migrant Skills
Retention
1
1
100.0%
Senior Administration Coordinator
1
0
0.0%
Senior Business Advisor
1
0
0.0%
Senior Business Advisor Operations
1
0
0.0%
Senior Compliance Officer
3
0
0.0%
Senior Immigration Officer
25
1
4.8%
Senior Support Officer
3
1
33.3%
Senior Technical Advisor
15
0
0.0%
Senior Verification Officer
4
0
0.0%
Support Officer
2
0
0.0%
Technical Advisor
5
0
0.0%
Verification Manager
2
0
0.0%
Verification Officer
6
2
33.3%
Visa Operations Manager
2
0
0.0%
As at June 2024
Job Title
Headcount*
Exits
Turnover
Assurance Advisor
1
0
0.0%
Head of Operations Hamilton
1
1
100.0%
Immigration Manager
13
1
7.7%
Immigration Officer
106
13
11.5%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Quality Assurance Assessor
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Advisor System Action
1
0
0.0%
Senior Business Advisor
3
0
0.0%
Senior Immigration Officer
36
0
0.0%
Senior Resolutions Analyst
1
0
0.0%
Senior Support Officer
3
1
33.3%
Senior Technical Advisor
11
0
0.0%
Senior Verification Officer
5
0
0.0%
Support Officer
6
1
25.0%
Technical Advisor
10
0
0.0%
Verification Manager
2
0
0.0%
Verification Officer
6
1
16.7%
Visa Operations Manager
2
0
0.0%
As at June 2025
Job Title
Headcount*
Exits
Turnover
Assurance Advisor
1
0
0.0%
Border Officer
1
0
0.0%
Head of Operations Hamilton
1
0
0.0%
Immigration Manager
11
3
25.0%
Immigration Officer
80
13
14.0%
Learning Facilitator
1
0
0.0%
Practice Lead
2
0
0.0%
Quality Assurance Assessor
1
0
0.0%
Senior Administration Coordinator
1
0
0.0%
Senior Business Advisor
4
0
0.0%
Senior Immigration Officer
40
4
10.5%
Senior Resolutions Analyst
1
0
0.0%
Senior Support Officer
7
0
0.0%
Senior Technical Advisor
11
1
9.1%
Senior Verification Officer
5
0
0.0%
Support Officer
1
0
0.0%
Technical Advisor
10
1
10.0%
Verification Manager
2
0
0.0%
Verification Officer
3
1
22.2%
Visa Operations Manager
2
0
0.0%
*The Headcount in the table is a snapshot as at June of each year. Please note the calculation below
for the turnover rate.
The following staff changes have been included in the Exit numbers: terminated permanent staff,
those who left due to resignation, retirement, dismissal, death or unknown reasons. The number does
not include those who moved to other roles within INZ or wider MBIE.
Turnover Calculation: (total annual exits) / [(current year's permanent headcount + previous year's
permanent headcount) / 2] x 100