Our Complaints Process
If something is not right, we want to hear about it. Here is exactly how to raise a concern, and what happens next.
Last updated June 2026
We take complaints seriously
As a registered migration agent we are committed to a high standard of service. If you are unhappy with any part of our work, telling us is the fastest way to put it right, and it helps us improve.
Step 1: Raise it with us
Contact us by email at [email protected], by phone on 08 6289 1410, or in writing to 36/328 Albany Highway, Victoria Park WA 6100. Please tell us your name, your matter, what has gone wrong, and what you would like us to do.
Step 2: We acknowledge it
We will acknowledge your complaint promptly, usually within a few business days, and let you know who is handling it.
Step 3: We look into it
We will review your file and the issues you have raised, ask you for anything we need, and aim to give you a considered response within a reasonable time. If it will take longer, we will tell you why and keep you updated.
Step 4: Our response
We will explain our findings and what we propose to do. If we have made a mistake, we will say so and put it right where we can.
If you are still not satisfied
You can complain about a registered migration agent to the Office of the Migration Agents Registration Authority (OMARA) at any time, through mara.gov.au. If your concern is about privacy, you can contact the Office of the Australian Information Commissioner at oaic.gov.au. Complaining to us first does not take away your right to go to these bodies.