Migration Agents
Code of Conduct
As a registered migration agent, we work under a legislated Code of Conduct. Here's what that means for you as a client, and how to read the Code for yourself.
What the Code Is
Registered migration agents in Australia are regulated and must follow a Code of Conduct set out in law, overseen by the Office of the Migration Agents Registration Authority (OMARA). The Code exists to protect people who use migration agents. We are bound by it on every matter we handle.
Our Registration
Visa Store Australia provides immigration assistance through a Registered Migration Agent, MARN 2217857. You can confirm any agent's registration at any time on the public Register of Migration Agents at mara.gov.au. Registration is verifiable, current and renewed annually.
What the Code Requires of Us
The Code sets out a broad range of professional obligations. Among the most important to you as a client:
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Act in your lawful best interests We must deal with you honestly and fairly, and act in your best interests within the law at all times.
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Maintain knowledge and skill We must have the competence to provide the assistance we offer, and keep our knowledge current as migration law changes.
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Be clear about fees in writing before work begins A written agreement setting out the services and fees must be provided before any work starts, and money must be accounted for properly.
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Keep your information confidential We must handle your information with care, avoid conflicts of interest, and disclose any referral arrangements in writing before they occur.
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Not make false or misleading statements We must not misrepresent our services, your prospects, or any matter relevant to your case - including promising an outcome we cannot guarantee.
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Keep you informed about your matter You are entitled to clear, timely information about the progress of your case throughout the process.
What This Means for You
You are entitled to competent, honest assistance from a registered agent. You are entitled to a written agreement that sets out our fees before any work begins. Your information is confidential. You will receive a realistic assessment of your prospects - we will never promise a visa outcome, because outcomes are decided by the Department or the Tribunal, not by us.
The Code sets the floor, not the ceiling. Our written quote before you commit, our practice of engaging directly rather than through juniors, and our commitment to telling you when a case is weak - these come from how we believe a migration agency should work, not just from what the Code requires.
Read the Code for Yourself
The full Migration Agents Code of Conduct is set out in the Migration Agents Regulations 1998. You can read or download the official copy from the OMARA website. You can also read a plain-English summary of your rights on our Consumer Guide page.
Download the Code of Conduct (PDF) →
If Something Goes Wrong
If you're unhappy with any part of our service, please raise it with us first through our complaints process. We take all concerns seriously and will work to resolve them fairly. You also have the right to complain to OMARA at any time - raising it with us first doesn't take that right away.
OMARA handles complaints about registered migration agents: mara.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.