Complaints Policy

1. Commitment to Professional Conduct

OVAYO MIGRATION is committed to providing professional, ethical and transparent migration assistance services in accordance with the Migration Agents Code of Conduct, Australian Consumer Law and applicable Australian legislation.

2. Purpose of this Policy

This policy outlines the process for clients and website users to raise concerns, complaints or feedback regarding services provided by OVAYO MIGRATION.

3. How to Make a Complaint

Complaints should preferably be submitted in writing by email or other written communication and should include sufficient details regarding the concern, relevant dates, supporting documents and desired resolution.

4. Complaint Handling Process

Upon receipt of a complaint, OVAYO MIGRATION will attempt to acknowledge, review and respond to the complaint within a reasonable timeframe. Additional information may be requested where necessary to properly assess the matter.

5. Fair and Respectful Resolution

Complaints will be assessed fairly, respectfully and confidentially. Reasonable efforts will be made to resolve concerns through communication, clarification, corrective action or other appropriate measures where applicable.

6. Professional Obligations

OVAYO MIGRATION recognises professional obligations applicable to Australian Registered Migration Agents, including duties relating to professionalism, honesty, communication, confidentiality and client care.

7. External Complaint Options

If a complaint cannot be resolved internally, clients may seek independent advice or contact the Office of the Migration Agents Registration Authority (OMARA) regarding concerns relating to the conduct of Registered Migration Agents.

8. Record Keeping

Records relating to complaints and complaint outcomes may be maintained for compliance, professional obligations, quality assurance and risk management purposes.

9. No Retaliation

OVAYO MIGRATION will not unfairly disadvantage clients for making genuine complaints or raising reasonable concerns.

10. Contact Details

11. Changes to this Policy

OVAYO MIGRATION may amend this policy from time to time.