Complaints procedure
If something has gone wrong, we want to hear about it directly and fix it. This page sets out exactly how to complain, what we do with it, and where to go if our response does not resolve the matter.
- Raju KC · MARN 1799073 · Status: Registered
- Required under the Code of Conduct for Registered Migration Agents
- You can complain to the OMARA at any time
Five steps, in writing.
Complaining does not affect the work we are doing on your matter, and it does not affect your visa application. Nothing on this page limits your right to go straight to the OMARA, the OAIC, a court or a tribunal.
If your complaint is about a fee, please include the invoice or receipt and the written services agreement you were given before we started work. If it is about advice, include the date and the document or email in question.
How we handle a complaint.
We keep a written record of every complaint, our investigation and the outcome, as our professional obligations require.
Tell us in writing
Email info@koalaz.com.au with "Complaint" in the subject line, or post a letter to Suite 308/288 Forest Rd, Hurstville NSW 2220. Set out what happened, when it happened, who you dealt with, and what outcome you are seeking. If you would rather speak first, call (02) 9567 6045 and we will confirm the discussion in writing.
We acknowledge it
We aim to acknowledge every written complaint within 5 business days, confirm our understanding of the issue, and tell you who is handling it. Complaints about immigration assistance are handled by the principal registered migration agent.
We investigate
We review the client file, the written services agreement, our correspondence and any fee records, and we ask you for anything else we need. We may ask to meet or speak with you so that we understand the concern properly.
We respond in writing
We aim to give a written response within 30 days of receiving the complaint, explaining our findings, the reasons for them, and what we propose to do. If the matter is complex and needs longer, we will tell you why and give you a revised date.
If you are still not satisfied
You can complain to the Office of the Migration Agents Registration Authority (OMARA) about the conduct of a registered migration agent, at any time and without going through us first. Complaints about how your personal information was handled can go to the Office of the Australian Information Commissioner.
This is an indicative guide only. It is not immigration assistance and does not constitute advice about your individual circumstances.
Where else you can go.
The OMARA regulates registered migration agents and can investigate conduct and take disciplinary action, including caution, suspension or cancellation of registration. You do not need our permission or agreement to make that complaint, and you do not need to wait for our response.
If your concern is about privacy - how your personal information was collected, used, disclosed or stored - you can complain to the Office of the Australian Information Commissioner after giving us a reasonable opportunity to respond.
If someone who is not on the OMARA register has charged you for immigration advice, report it to the OMARA. Providing immigration assistance without registration is unlawful.
Raise it with us directly.
Email info@koalaz.com.au or call (02) 9567 6045. We would rather fix it than have you live with it.