Complaints Policy
How to raise a concern about our service, and how we handle complaints.
Last updated: to be confirmed before launch.
Our commitment
We aim to provide a professional, honest and respectful service. If you are unhappy with any part of our service, we want to hear about it and put things right where we can. As a registered migration agent, we are bound by the Migration Agents Code of Conduct.
How to make a complaint
You can raise a complaint with us in writing by email to contact@auzroo.com, or by phone on +61 450 313 245. Please include your name, contact details, a description of your concern, and what outcome you are seeking.
How we handle complaints
We will acknowledge your complaint, review it fairly, and respond within a reasonable timeframe. We will keep you informed and aim to resolve the matter as quickly as possible.
If you are not satisfied
If you are not satisfied with our response, you may lodge a complaint with the Office of the Migration Agents Registration Authority (OMARA), which regulates registered migration agents. Details are available at mara.gov.au.