How we work
Every step, in writing.
The Migration Agents Code of Conduct sets the order in which things must happen. We follow it, and we tell you at each step what happens next and what it costs.
The six steps
Enquiry or call back
You call, request a call back, book a free call or send an enquiry. An enquiry is not immigration advice, and it does not make you a client. Interpreters are available on request; you can also use TIS National on 131 450.
Free first 15 minutes, then a consultation
The first call of up to 15 minutes is free and general. If you need a longer consultation with Sukh Sandhu, Registered Migration Agent, MARN 1384130, we quote the fee in writing before it starts, you receive an invoice and a receipt, and we keep a written note of the advice given.
Service agreement and Consumer Guide
If you want us to act for you, we give you a written service agreement and the OMARA Consumer Guide. You and Sukh both sign the agreement before any further work starts. We do not take money for visa work before the agreement is in force.
Identity and documents
We verify your identity, and the identity of any sponsor or other person involved, as the Code requires. We give you a document checklist and check each document before it is used.
Preparation and lodgement
We prepare the application with you. You read and approve every form and statement before it is lodged. Nothing false or misleading goes in. If we think an application has little prospect of success, we tell you so in writing before you decide.
Decision and next steps
The Department of Home Affairs makes the decision. We tell you the outcome promptly, explain any conditions on your visa, and, if the decision is a refusal, explain your review options and their time limits.
Your service agreement
The agreement is a written contract between you and the agent. Under the Code of Conduct it must set out:
- your details, and the name, MARN and contact details of the agent signing it and of each agent expected to work on your matter;
- the work we will do for you;
- a statement that you have been given the OMARA Consumer Guide;
- our fees, as a fixed fee or an hourly rate with a reasonable estimate of time, and each likely disbursement with an amount or estimate (we are not registered for GST, so no GST is added);
- payment terms, our refund policy, and what happens to your file when the work ends.
OMARA publishes a Consumer Guide that explains what you can expect from a registered migration agent and how to complain. We give it to you before we give immigration assistance. You can read it now on the OMARA Consumer Guide page (in English and 38 other languages including Hindi; there is no Punjabi version, so we can arrange an interpreter) or as the English PDF.
Fees and client money
- Quoted in writing. The first 15 minutes are free. After that our professional fee depends on the visa and the work, so we quote it in writing first. See Fees for the approach and current government charges.
- Invoices and receipts. You receive an itemised invoice before we charge you, and a receipt after you pay.
- Client account. Money you pay us in advance for work not yet done, or for government charges, is held in a separate client account with a financial institution and only withdrawn as the rules allow.
- Refunds. Your agreement includes a fair and reasonable refund policy. Any refund that becomes payable is paid within 14 days.
- Conflicts and commissions. If we have a conflict of interest, or we or a related business receive a commission or fee from someone connected to your matter, such as an education provider, we tell you in writing before we act. The notice names the business that receives it and the amount or an estimate, and you sign a statement that you received it.
- Copies and documents. We tell you in writing when anything is lodged and give you a copy. If you ask in writing, we return your documents within 14 days.
- Ending the agreement. If the agreement ends, we give written notice of where your matter stands, account for any client money and tell the Department.
Records and privacy
We keep a written record of advice and instructions, including advice given by phone, email, web form or messaging app. Your client file is kept for at least 7 years after the last action on your matter, as the Code requires, and then securely destroyed. We keep your information confidential and do not disclose it without your written consent, unless the law requires it. We do not enter your personal details into artificial intelligence tools without your written consent, and Sukh remains responsible for all advice.
Read our Privacy Policy for how we collect, use, store and protect personal information.
Other countries
For Canada, the United Kingdom, New Zealand and the United States we give general information only. When you need advice, we refer you to a professional licensed in that country and give you their name and registration details in writing before you engage them. We charge no referral fee. If an overseas professional pays us anything, we tell you in writing first. The overseas professional's own terms and fees apply to their work.