Making a Complaint about a Migration Agent
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If you feel that you have not received the service your agent agreed to provide, you may wish to raise your concerns with the agent and seek an explanation or a refund.
Making a complaint to the Office of the MARA
If you are not satisfied with the service provided by your migration agent, you should complain to the Office of the Migration Agents Registration Authority (Office of the MARA).
The complaint must be made in writing using the complaint form.
See: The Office of the MARA website
You can write a letter in your own language if this is easier for you, and send this with the complaint form.
The Office of the MARA website contains detailed information and a booklet How to Make a Complaint.
See: The Office of the MARA website
What happens after I complain to the Office of the MARA?
After investigating the complaint, the Office of the MARA may decide to discipline or sanction the agent. This may affect the agent's ability to continue to work as a migration agent.
No civil action for damages can be taken against a person who makes a complaint against a registered agent to the Office of the MARA in good faith.
The Office of the MARA website contains full details of the complaints process.
See: The Office of the MARA website
Obtaining a refund
The Office of the MARA does not have the power to order a migration agent to refund fees to a client.
One way for you to seek a refund from your agent is to raise your concerns with the agent or the consumer protection office in your State or Territory.
Details of the Offices of Fair Trading or Consumer Affairs in each State or Territory that may be able to assist you.
See:
New South Wales Office of Fair Trading
Queensland Government - Office of Fair Trading
ACT Office of Fair Trading
Northern Territory Government - Consumer and Business Affairs
Tasmanian Government - Consumer Affairs and Fair Trading
Government of South Australia - Office of Consumer and Business Affairs
Government of Western Australia - Consumer and Employment Protection
Note: Consumer Affairs Victoria does not offer assistance in complaints against migration agents.
Making a complaint to the department
The department has the power to investigate allegations of criminal conduct by both unregistered and registered agents.
No civil action for damages can be taken against a person who reports on unregistered migration practice to the department in good faith.
Please contact the nearest departmental office with any such allegations.
See: Australian Offices
Will my application be affected if I complain?
Not at all. The processing of your visa application will occur separately from the investigation of the complaint.
The department encourages you to complain if you believe you have been unfairly treated by an agent.
Return to: Using a Migration Agent Registered with the Office of the MARA