Clients can contact Migration Centre of Australia (MCA) by any means such as telephone, email, written document or face-to-face contact to make a complaint or provide any feedback. Complaints are addressed by the Corporate Services Manager and responded to within 48 hours of receipt. Complaints are handled in a fair and reasonable way. Each complaint is reviewed by the Management and dealt with in confidence. Solutions are suggested to address the issue in the most effective way by keeping a focus on high customer service standards. MCA ensures that all complaints are resolved as quickly as possible. All complaints and solution provided are recorded.
In event of complaint not been resolved, we will arrange for mediation by appointing a mutually agreed mediator to resolve the complaint. If the complaint is still not resolved, you can either contact the Office of MARA to get your complaint resolved or take it to the Court or Tribunal.