1. Policies and Directives Any DFAT or Australian Passport Office (APO) policy, directive, instruction, guideline, or procedure relied upon in London to require re-sighting an original Australian…

1. Policies and Directives Any DFAT or Australian Passport Office (APO) policy, directive, instruction, guideline, or procedure relied upon in London to require re-sighting an original Australian birth certificate where a prior Australian passport was issued on full evidence. 5. Training and Service Standards All training or service-standard materials used or referenced by APO London staff concerning escalation to a manager, customer-conduct expectations, and the handling of distressed applicants at the counter