Policies
Complaints and feedback
If we get something wrong, we want to hear about it. Effective 21 October 2026.
Step 1: tell us first
This process applies to The Immigration Worldwide (theimmigrationworldwide.com) and to the services of The Immigration Worldwide Pty Ltd and Sukh Sandhu, Registered Migration Agent, MARN 1384130. You can complain in any way that suits you:
- info@caqa.com.au (subject: Complaint)
- Phone
- 1800 266 160
- Post
- 2/10 Lawn Court, Craigieburn VIC 3064
Tell us what happened, what you would like us to do, and how to contact you. You do not need to use any special form, and making a complaint will not affect how we treat your matter.
Step 2: how we respond
- We acknowledge your complaint within 5 business days.
- Sukh Sandhu reviews it personally, looks at your file and, if needed, speaks with you.
- We aim to give you a written response within 30 days, explaining what we found and what we will do. If we need longer, we tell you why.
If the complaint is about fees, we explain how the fee was worked out against your service agreement. Any refund that becomes payable is paid within 14 days.
Step 3: complain to OMARA
If you are not satisfied with our response, or you would rather not come to us, you can complain to the Office of the Migration Agents Registration Authority (OMARA). OMARA regulates registered migration agents and can investigate complaints about their conduct, including breaches of the Code of Conduct.
The OMARA Consumer Guide, which we give every client, explains how to complain. You can find the complaint process and the Consumer Guide on the OMARA website.
Other bodies
- Privacy. For complaints about how we handle personal information, see our Privacy Policy. You can also contact the Office of the Australian Information Commissioner.
- Visa decisions. We cannot review a decision of the Department. Review rights are set out in your decision letter.
- Overseas professionals. A complaint about a professional in another country goes to their own regulator, which we will help you identify.
Feedback and compliments
Feedback helps us improve. Send it to the same email address. We will not publish anything you send as a testimonial unless you agree in writing.