Queensland health authorities have automatically cancelled some long-running applications for compassionate and medical exemptions to enter the state, including cases where people had waited more than five weeks with no formal response.
Last week, Queensland’s health directions exemption service wrote to a number of people who had been seeking to cross the state border, advising that their cases had taken so long to assess they would now be “closed”.
The email, seen by Guardian Australia, advises people they have seven days to advise whether the exemption is still required.
Health authorities have been overwhelmed with border exemption applications – including 5,000 processed in the past month. Relatively few have been granted entry, and only in very limited circumstances.
The closed border regime is popular in Queensland. But as the state takes its first steps towards reopening, the strict application of rules continues to create instances where hardline bureaucracy trumps compassion.
This week, Queensland hit the milestone of 70% of the population having received two doses of a Covid-19 vaccine. In the process, the state will now allow people from Covid-affected areas to enter. People must arrive by air, provide evidence of a negative test, and quarantine at a residence for 14 days.
But authorities admit that, with so many strings attached, the arrangement is not likely to be taken up by many of the thousands attempting to enter the state.
“I think a lot of people are going to wait,” the premier, Annastacia Palaszczuk, told reporters on Monday.
Palaszczuk said Queensland was on track to reach its 80% double-dose vaccination target – and the full opening of the state borders to vaccinated travellers – a week ahead of the 17 December target.
With the border changes imminent, the exemptions unit wrote to applicants apologising for long delays.
People were initially advised they would hear back in three business days. Guardian Australia is aware of applicants who have been waiting longer than five weeks with no response.
“We apologise for the delay in contacting you,” the email says.
“As it has been some time since you lodged your request, can you please advise if you still require this exemption.
“If we do not hear from you within the next seven days, we will assume your request is no longer required and will close this request on your behalf.”
In a statement, Queensland Health said its exemptions team was contacting applicants to advise them that they may now be eligible for home quarantine.
“This does not mean they are automatically cancelling applications,” the statement said.
“In fact, they are managing every exemption request on a case-by-case basis and either calling or emailing the applicant to inform them they may be able to bypass the exemptions process and return to Queensland sooner.”
The applicants who spoke to Guardian Australia said they had not been called prior to receiving the email.
Health said its exemptions team had granted approval for 700 people to visit a dying relative between August and mid-November, 2021.
“The Queensland Health exemptions team works incredibly hard, seven days a week, processing hundreds of applications every day, with priority always given to time-critical compassionate and medical exemption requests.
“Today alone, they have resolved around 250 applications, many of which were no longer valid because the applicant was eligible for home quarantine.
“We are doing everything possible to process exemption requests as quickly as we can.”
• This story was amended on 16 November 2021. It previously stated “hundreds” of emails had been sent to people seeking exemptions. Queensland Health disputes “hundreds” were sent but has not provided Guardian Australia with a figure.
