Reporting Problems with Migration Agents

If you are not satisfied with the service provided by your registered migration agent you can make a complaint to the Office of the Migration Agents Registration Authority (Office of the MARA). Further information is available on the Office of the MARA website.
See: Making a Complaint about a RMA

Obtaining a refund

The Office of the MARA does not have the power to order a migration agent to refund fees to a client.

To seek a refund from your agent you should raise your concerns with the agent or contact the consumer protection office in your state or territory.

Report an unregistered migration agent

If you want to report an unregistered migration agent please use the department's feedback form.
See: Feedback – About our Service

You may also contact the Immigration Dob-in Line.
Telephone: 1800 009 623

Your application will not be affected if you make a complaint

The processing of your visa application will occur separately from the investigation of the complaint. Any information will be treated confidentially.

To report problems with overseas migration agents

Overseas agents registered with the Office of the MARA

If their conduct is:

• illegal – report them to the local law enforcement authority and the local departmental office
• a breach of the Migration Agents Code of Conduct – report them to the Office of the MARA.
  Telephone: +61 2 9299 5341
  See: Office of the MARA

Overseas unregistered agents

If their conduct is:

• illegal – report them to the local law enforcement authority and the local departmental office
• unprofessional – report them to the local departmental office.
  See: Overseas Offices