POL00028038
POL00028038
MISC2027 Dec 2020 1 Section 17 Passport V1.1
FSR 197/20 Review date: 15/10/2021
Passport Check & Send
1. Accept the completed application form, 2 photographs, the
handling charge and any accompanying documentation from the
customer
+ Ask the customer when are they travelling. The usual timescale
for receiving a passport is 3 weeks for a renewal and 6 weeks
for a first time passport
+ Explain to the customer that the Check & Send handling r = =) i do = =i
charge is payable even if the application is rejected due to , Accompanying documentation
errors. However if there are errors they can return within 30 I
days with their receipt and they won't be charged again to You can find out which documents
check their application Tare needed for each type of passport
Lapplication by going to:
2. Check the customer has provided the correct accompanying I Horizon Online Help Home page
sinh ces rs) ayy es) st Ts ve,
documentation I. Horizon Help F7
+ Travel F4
+ Fora first passport, have they provided their birth certificate? ; * Her Majesty's Passport Office
+ If they were born after 31.12.1982, have they provided a full I (HMPO) FS
birth certificate? + Check & Send Service
1.G Unf ition F2
+ Fora name change, have they provided a change of name iz Page down oration
deed or marriage certificate? j * Documents supporting customers’
+ Fora renewal, have they provided their old passport? i applications F4
+ If they have lost their passport, have they notified Her
Majesty's Passport Office (HMPO)?
3. Check the form for errors
+ Has the form been filled in black ink and with CAPITAL
LETTERS?
+ Use Horizon Online Help to find errors that are acceptable and
those that are not
+ Are the signatures within the boxes?
4. Check the photographs using the photograph templates
+ Are the 2 photographs identical?
+ Are they full colour and is the individual on their own in the
photograph?
+ Have the photographs been taken in front of a light grey or
cream screen?
+ If there is a countersignature, have they written exactly what it
states in section 10 on the passport application form?
5, Attach a Post Office Use white barcode sticker over the barcode on
the passport application form
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted
POL00028038
POL00028038
Section 17 Passport V1.1 2 MISC2027 Dec 2020
FSR 197/20 Review date: 15/10/2021
6. Complete the ‘Office Use only’ section of the passport application
form
+ Complete the PT boxes with the number and type of each
document produced e.g: 1 FBC, which stands for Full Birth
Certificate, and, 2 photos (don’t make any entries in the OB/
EX boxes) I Document abbreviations
+ Datestamp the Counter/Partner acceptance box
+ Write your branch [FAD] code in the ‘Partner Ref. Boxes’ ; Marra ile out separ the abbreviations
: a : are for documents being input into the
+ Putaccross (X) in the appropriate ‘Payment type’ box I ‘Office Use only’ section by going to:
Horizon help home
Horizon help F7
Travel F4
Place a sheet of carbon between two copies and write the following Her Majesty's Passport Office (HMPO)
7. Complete the Passport Application Receipt P4921 (see numbered i
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details on the receipt: ; F5
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image)
Check & Send Service
Checking the Application F4
+ Post Office Use Only Box FIl
+ Page down to find abbreviations
The total amount collected bee eee ee ee
The Check & Send handling charge
The passport fee you have accepted
Ese See eS et a
The applicant's name (initial and surname)
yep ern e
The number on the barcode sticker you affixed to the
application form
6. Datestamp and initial both roundels on the top and under copy
of the Passport Application Receipt (one is for checking the
form and one is for acceptance of the form).
Place the top copy of the receipt in your till and keep it in your 0 xa
branch for 2 years ‘hah yu eg wr Che See Sev
‘meet Svea nnn mem Ts tenga ny mn
TERNS Roe ES ere
Sleiman Damcom weinatnawes aeaata cae
8. Place the accompanying documents, photos and form in the
Transaction Envelope SP431
9. Process the transaction through Horizon Online
+ From the ‘Home screen’ select ‘Travel’, then ‘Identity and ees epee era porerntrerony
SL
Passport Service’
+ If the application is successful, select option 42, Application
Successful and follow Horizon prompts
+ If the application is unsuccessful, select option 21 Rejection
Fee which will add the handling charge to the basket
10. Daily Accounting and Despatch
+ Fill out the Daily Despatch Schedule P5035
+ Send the yellow copy with the application forms to the Her
Majesty's Passport Office using a Passport Service Despatch
Pouch
+ Process the despatch pouch through Horizon Post Mail Items
+ Retain the white copy in branch for 2 years
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted