This page explains how to raise a complaint with us, what happens after you do, and where you can take things if you're still not satisfied.
Raising a complaint with us first
The quickest way to resolve a problem is to tell us directly. You can contact us by phone, email, or in writing, and let us know what happened and what outcome you're hoping for. If you can, include your name, the best way to reach you, any file or reference number, and the details of your concern.
If you'd feel more comfortable explaining your complaint in Hindi or Punjabi, that's fine. Let us know and we'll make sure someone can speak with you.
What happens after you complain
When we receive your complaint, we'll acknowledge it and let you know who is handling it. We'll look into what happened, review the relevant records, and speak with the people involved where needed.
We aim to resolve complaints as quickly as we reasonably can. If we need more time to look into something properly, we'll tell you and keep you updated on where things stand. Once we've reviewed your concern, we'll explain our findings and what we propose to do about it.
If you're still not satisfied
If we can't resolve your complaint to your satisfaction, you have the right to take it further, and doing so won't affect the service we provide you.
Immigration assistance in Australia is regulated. Where your complaint relates to immigration advice or assistance provided by a registered migration agent, you can contact the Office of the Migration Agents Registration Authority (OMARA), which handles complaints about registered migration agents and administers the Code of Conduct that agents must follow. Their contact details and complaint process are published on the OMARA website.
Our registered migration agent holds MARN 1794201. You can verify this registration on the OMARA register.
Depending on the nature of your complaint, other bodies may also be able to help, such as your state or territory consumer protection or fair trading office for general consumer matters, or the relevant education authority for concerns about education services. We're happy to point you in the right direction if you're unsure who to approach.
Our commitment
We treat every complaint seriously and confidentially, and we won't disadvantage you for raising one. Feedback, even when it's hard to hear, is how we improve.