Consumer Guide
Your rights when you use a registered migration agent - drawn from the official consumer information for the Australian migration advice profession.
The Migration Advice Profession Is Regulated
In Australia, registered migration agents are regulated by the Office of the Migration Agents Registration Authority (OMARA). Regulation exists to protect consumers and to keep standards high. This page summarises your rights under the official consumer guide - you can also read the full guide, published by OMARA.
Check That Your Agent Is Registered
Only registered migration agents and Australian legal practitioners may lawfully give immigration assistance for a fee. Before you pay anyone for migration help, check they are registered. You can search any agent on the public Register of Migration Agents at mara.gov.au.
Our registration: MARN 2217857. Verifiable on the public register at any time.
What You Are Entitled To
When you use a registered migration agent, you have the right to:
Honest, competent assistance
An agent bound by the legislated Code of Conduct, with the knowledge and skill to help with the matter they've taken on.
A written agreement before work begins
A written services agreement setting out what will be done and what it will cost - before any fees are paid or work starts.
Confidentiality
Proper handling of your personal information, and protection from your information being used against your interests.
Clear information about your matter
Timely, honest updates on what's happening with your case and what decisions have been made.
A realistic view of your prospects
An honest assessment of your situation - no guaranteed outcomes, no false hope, no promises that immigration decisions are the agent's to make.
Proper handling of your money
Fees accounted for correctly, with government charges clearly distinguished from professional fees, and money held appropriately.
Fees and Agreements
We set out our fees in writing before we start, so you know what you're agreeing to. Government application charges - which go to the Department of Home Affairs - are separate from our professional fees, and we explain which is which before you commit to anything.
If you ask for a service and we give you an estimate, that estimate is in good faith but subject to change if the scope of work changes. We'll tell you if that happens before incurring additional costs on your behalf.
You Decide
You can choose whether to use a migration agent at all. You can deal with the Department of Home Affairs directly if you prefer - the Department's website provides information and forms. Using a registered agent is about getting experienced, compliant help - not a requirement for lodging a visa application.
You can also change agents at any time. If you do, your file belongs to you and you're entitled to copies of the documents we've prepared on your behalf.
Read the Full Guide
You can read or download the official consumer guide for the migration advice profession from the OMARA website. It explains, in full, your rights when using a registered migration agent.
Download the Consumer Guide (PDF) →
If You Have a Concern
Please raise any concern with us first through our complaints process. We aim to resolve concerns fairly and promptly. You can also complain to OMARA at any time - raising it with us first doesn't limit that right.
For privacy matters, you can also contact the Office of the Australian Information Commissioner at oaic.gov.au.
Written and reviewed by Brian Chan, Registered Migration Agent (MARN 2217857)
Visa Store Australia, Perth · Last reviewed June 2026 · Verify on the MARA register · General information only, not personal migration advice.