Code of Conduct for Registered Migration Agents
Every registered migration agent in Australia works under a legally binding Code of Conduct. It exists to protect clients, and it is the standard you should hold us — and any other agent — to.
- Code of Conduct current from 1 March 2022
- Raju KC · MARN 1799073 · Status: Registered
- Regulated by the Office of the MARA
Immigration assistance is a regulated activity.
In Australia, only a migration agent registered with the Office of the Migration Agents Registration Authority (OMARA), or an Australian legal practitioner, may lawfully give immigration assistance. Registration is not a marketing badge — it carries binding obligations and a public register.
Those obligations are set out in the Code of Conduct for Registered Migration Agents, made under the Migration Act 1958 and current from 1 March 2022. Breaching the Code can lead to caution, suspension or cancellation of registration.
Before you engage anyone — including us — search the register. It shows current status, business name, registered address and registration history.
What the Code requires of us.
A summary in plain English. The Code itself is the authoritative document and is linked below.
Act lawfully and in your best interests
An agent must act in accordance with the law and in the legitimate interests of the client, and must not encourage or assist an application that is vexatious, grossly unfounded or based on false information.
Be competent and current
Agents must have sound working knowledge of migration law and procedure, maintain that knowledge through continuing professional development, and only act in matters they are competent to handle.
Give honest, realistic advice
Clients must be told the realistic prospects of success. An agent must not guarantee an outcome — visa decisions are made by the Department of Home Affairs, not by an agent.
Confirm services and fees in writing
Before starting work, an agent must provide a written statement of the services to be provided and the fees and disbursements payable, and must issue receipts for money received.
Handle client money properly
Money paid in advance for fees or disbursements must be held and accounted for in accordance with the Code, kept separate from the agent's own funds, and applied only as agreed.
Avoid conflicts of interest
Agents must identify conflicts of interest — including where the agent also acts for a sponsoring employer or a recruiter — disclose them, and not act where the conflict cannot properly be managed.
Keep records and communicate
Agents must maintain proper client files, keep clients informed of the progress of their matter, and respond to reasonable requests for information about it.
Protect confidentiality
Client information must be kept confidential and used only for the purposes of the matter, except where disclosure is required by law or authorised by the client.
Handle complaints and termination fairly
Agents must have a process for dealing with client complaints, and on termination must return documents belonging to the client and account for any unearned fees.
This is an indicative guide only. It is not immigration assistance and does not constitute advice about your individual circumstances.
How to make a complaint.
If you are unhappy with the service you have received from us, tell us first. Email info@koalaz.com.au or call (02) 9567 6045 and set out what has happened. Most issues are misunderstandings about scope or timing and can be resolved quickly.
If it is not resolved, you can complain to the OMARA about the conduct of a registered migration agent. The OMARA can investigate and take disciplinary action. Complaints about how your personal information was handled can also be made to the Office of the Australian Information Commissioner.
Unregistered operators are a real risk in this industry. If someone who is not on the register is charging you for immigration advice, report it to the OMARA.
Work with a registered agent.
Verify our registration, then start your pre-assessment. You'll know exactly who is handling your matter.