Has anyone had problems getting a passport? My partner and son sent away for their passports a couple months ago and my…

Has anyone had problems getting a passport? My partner and son sent away for their passports a couple months ago and my son's just got his but my partners has been declined. He sent away everything he needed and the lady in the post office even checked to see he had everything. They're asking for more proof of ID but he has nothing else to send... we're going to Australia in July so need them asap! 😵