Complaints Policy

How to Make a Complaint

If you wish to make a complaint, please contact us in writing with:

• Your full name and contact details;
• A clear description of your concerns;
• Any relevant documents or correspondence; and
• The outcome you are seeking.

Our Complaints Process

Once we receive your complaint, we will:

• Acknowledge receipt within 5 business days.
• Conduct a fair, impartial and confidential investigation.
• Contact you if further information is required.
• Aim to provide a written response within 20 business days of receiving all relevant information.

If additional time is required due to the complexity of the matter, we will keep you informed and provide an updated timeframe.

Our Commitment

We are committed to resolving complaints respectfully, transparently and in good faith. Wherever possible, we will work with you to achieve a fair and reasonable outcome.

Lodging a complaint will not affect your legal rights or any rights available to you under Australian law.

External Complaints

If you are not satisfied with the outcome of our internal complaints process, you may lodge a complaint with the Office of the Migration Agents Registration Authority (OMARA).

OMARA regulates the conduct of Registered Migration Agents and investigates complaints relating to professional conduct and compliance with the Migration Agents Code of Conduct.

For more information or to lodge a complaint, visit: https://www.mara.gov.au