Complaints Policy

1. How to raise a complaint

Contact us using the details in the site footer and tell us you'd like to make a complaint.

Please include your name, how to reach you, a reference to your matter, and a clear description of what went wrong and what outcome you're looking for. The more detail you give, the faster we can look into it.

2. We acknowledge it

We'll acknowledge your complaint promptly — normally within a few business days — so you know it's been received and who is handling it.

3. We investigate

We look into what happened fairly and thoroughly, review your file, and speak to the people involved. If we need more information from you to do that properly, we'll ask.

4. We respond

We aim to give you a full written response within a reasonable timeframe — ordinarily within a few weeks — explaining what we found and what we'll do about it. If a complex matter needs longer, we'll tell you and keep you updated.

5. Escalating to the regulator

If you're not satisfied with our response, you have the right to escalate to the authority that regulates the licensed practitioner on your matter:

CICC — the College of Immigration and Citizenship Consultants (Canada).

MARA — the Office of the Migration Agents Registration Authority (Australia).

IAA — the Immigration Advisers Authority (New Zealand).

You can identify your practitioner's regulator, and verify their registration, on the public registers linked in the footer.

6. Before a chargeback

If your complaint involves a payment, please raise it with us through this process first. A card chargeback started before we've had a chance to look into it can delay a resolution and complicate your matter. In most cases we can resolve payment concerns directly and more quickly.

7. Our commitment

We treat every complaint seriously and use them to improve. Raising a complaint will not affect how fairly we handle your immigration matter.