Our Performance Guarantee
PROVIDED THAT you have agreed to our service terms and conditions and abide by them we are pleased to offer you this performance guarantee –
- We will at all times abide by the Migration Agent’s Code of Conduct
- We will handle your visa matter with our utmost care, diligence and professionalism.
- We will communicate with you efficiently to keep you fully informed of the progress of your visa application from the day you become our client to the day your visa application is finalised.
- We will treat you at all times like the valued client you are – politely and respectfully.
- Once we know what visa you are applying for and have received all of the instructions, information and documents we tell you that we need to complete your visa application we will give you a firm date by which we will lodge your application with DIAC (Department of Immigration and Citizenship).
- As long as the information you provide to us is correct and accurate we guarantee that your visa application will only have to be lodged one time by us in order for it to be processed and assessed by DIAC.
- We will advise you of the date on which your visa application is formally lodged with DIAC.
- Whilst we have no control over how long it takes for DIAC to process your visa application after the date of its lodgement we will make regular enquiries on your behalf and do all within our power to shorten the time it will take for DIAC to reach a decision.
- Once we are formally advised of DIAC’s decision to grant or not grant your visa we will inform you within 24 hours of knowing the decision.
- If, at the time we notify you of the lodgement of your visa application, you are unhappy or disappointed with our services for any reason whatsoever or you believe we have not adhered to this performance guarantee you should advise us of this in writing (by email is fine) within 7 days of the date of lodgement of your visa application with your reasons for dissatisfaction fully explained. If it appears to us that your complaint or grievance is genuine and not based on any misconceived facts or assumptions we will forgo our contract fee and return your moneys to you in full other than moneys paid to DIAC. In other words we are offering you a full money back guarantee on our own fees if we accept that we have not fulfilled this performance guarantee.
- If we don’t agree with you that we have failed to fulfil this performance guarantee we will, at our expense, refer the matter to an independent referee (another migration agent) nominated by the Migration Agents Regulation Authority (MARA) to examine your complaint and make an entirely neutral assessment of it. If the referee finds in your favour we will accept that and execute the money back guarantee.
