Working with the Department

The department recognises that registered migration agents play an important part in delivering our programs.

We are looking to strengthen our working relationship with migration agents, with a view to improving visa processing times for clients.

The most important way that you can assist the department is by lodging complete, 'decision-ready' visa applications. This significantly helps us to process applications quickly and efficiently and benefits our mutual clients.

Improving processing times

When lodging applications agents should be aware of the following.

• The preferred method of lodgement is online through the department’s website. Applications should be lodged online unless a legislative requirement restricts doing so.
• Departmental case officers are required to consider complex legislative, case law and policy requirements before making a decision.
• Departmental case officers are obliged to be consistent in decision making, regardless of where an application is lodged or who it is lodged by.

Lodging ‘decision-ready’ applications

Lodging ‘decision-ready’ applications can help reduce processing times as they require less follow up. It is important that applications are submitted with all relevant information and required supporting documentation.

When lodging an application, agents can ensure it is decision-ready in the following ways:

• include all requirements for making a valid application – for example, by paying the correct amount for the Visa Application Charge
• use the appropriate checklists to ensure that all required information and documentation is included.

Exception: General Skilled Migration applications do not need to be ‘decision ready’ at time of application.
See: Working with the Department - the General Skilled Migration (GSM) Program

Tell us what is outstanding

If the application is not ‘decision-ready’, you can assist the department by including a cover letter on paper applications that details:

• the outstanding information and/or documentation
• the reason(s) it is outstanding
• the date we can expect to receive the additional information.

This will assist the case officer processing the application.

If the application is not ‘decision-ready’, the deparment may invite agents to submit further information in support of an application. The request will:

• clearly inform agents of what is required
• specify the timeframe within which we can expect to receive information.

Meeting timeframes for requested information

It is important that agents meet the timeframes for providing the requested information. When the timeframe has passed, if the information has not provided, a departmental officers can make a decision without taking any more action to get the information.

We are seeking agents help to ensure our decision makers have all the relevant information on hand to make informed, fair and reasonable decisions.

Other ways agents can help

Agents can help us in the following ways:

• for answers to basic questions, please refer to sources such as LEGEND and the departmental website, in the first instance
• avoid submitting excessive or irrelevant information with applications
• avoid requesting regular updates about the progress of an application
• approach departmental staff in a respectful, polite and professional manner
• discourage clients from lodging vexatious or grossly unfounded applications (for example, applications that have no hope of success).

There are two documents that have prepared to assist agents and the department to work together.
See:
Working with the Department – the 457 Program
Working with the Department - the General Skilled Migration (GSM) Program