Our Complaints Process
If something isn't right, we want to hear about it. Here's exactly how to raise a concern - and what happens next.
As a registered migration agent we're committed to a high standard of service. If you're unhappy with any part of our work, telling us is the fastest way to put it right - and it helps us improve. Here's our four-step process.
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01 First
Raise it with us directly
Contact us by email, phone or in writing. Please include your name, a brief description of your matter, what you feel has gone wrong, and what you would like us to do to resolve it.
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02 Promptly
We acknowledge your complaint
We'll acknowledge receipt of your complaint promptly - usually within a few business days - and let you know who is handling it and what to expect from the process.
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03 Fairly
We review the matter carefully
We'll review your file and the issues you've raised, ask for anything we need from you, and aim to give you a considered response within a reasonable time. If it's going to take longer than expected, we'll let you know why and keep you updated throughout.
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04 Clearly
We give you our response
We'll explain our findings and what we propose to do. If we've made a mistake, we'll say so and do what we can to put it right. We aim to treat every concern with the same care we'd want if the roles were reversed.
You have the right to go further.
Raising a concern with us first doesn't limit your right to contact external bodies. You can approach any of the following at any time - before, during or after raising it with us.
Office of the Migration Agents Registration Authority (OMARA)
Handles complaints about registered migration agents, including misconduct, code of conduct breaches and professional standards matters.
mara.gov.au →Office of the Australian Information Commissioner (OAIC)
Handles complaints about privacy - how your personal information has been collected, used, disclosed or stored.
oaic.gov.au →