Making a complaint
Essential information you need to make a complaint about the IAA, its staff, the Immigration Services Commissioner or an immigration adviser or organisation.
Contents:
- Complain about the IAA, its staff, or the Commissioner
- Complain about an immigration adviser or organisation
- Complaints re-direction scheme for regulated organisations
- Accessible complaint forms
Complain about the IAA, its staff, or the Commissioner
If you feel we haven’t met a satisfactory standard of service, you should let us know.
First, try to resolve the issue with the person who initially helped you or their team leader. If this is not possible, or if you remain unhappy after discussing the matter with them, you should consider making a formal complaint.
If the matter remains unresolved, you can submit your complaint through the online portal , or you can submit a written complaint by letter or complete the paper based complaint form.
For more information on the process and to access the complaints form, visit the complaints procedure page.
Complain about an immigration adviser or organisation
The IAA takes action against registered advisers who do not comply with our requirements, as well as those operating illegally without regulation. If you have information about a registered adviser or suspect someone is working illegally, whether related to services you’ve received or those provided to a client, you can easily report it through our online portal.
For more information on our complaints scheme and tips for reporting an immigration adviser, visit the making a complaint about an immigration adviser page.
Complaints re-direction scheme for regulated organisations
The complaints re-direction scheme allows regulated IAA organisations to resolve complaints independently, without IAA involvement. The redirection of complaints page outlines the benefits of the scheme and provides details on the process.
Accessible complaint forms
Downloadable complaint forms are available if you’re unable to submit your complaint online, prefer to submit it electronically, or require the form in another language.