OUR SERVICE PROMISE & YOUR RIGHTS
OUR SERVICE GUARANTEE
We commit to:
being honest, professional, diligent and respectful and conduct themselves with due care and in a timely manner in all our dealings with you; and
maintaining a relationship of full confidence and trust with you whilst providing objective advice; and
acknowledging openly the boundaries of our knowledge and expertise and referring you to specialist advice when required; and
obtaining and carrying out your informed lawful instructions relating to your immigration matter; and
acting in accordance with New Zealand immigration legislation, including the Immigration Act 2009, the Immigration Advisers Licensing Act 2007 and any other applicable regulations.
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In order to do this, we will:
not undertake any work without a signed agreement detailing your specific service requirements; and
not undertake any work without your acceptance of a detailed quote explaining all expected costs.
LICENSED IMMIGRATION ADVICE
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The risks of relying on illegal advice
Avoid the pitfalls of receiving illegal immigration advice:
Your visa application will be returned by Immigration New Zealand (INZ). INZ does not accept applications from unlicensed people acting illegally.
Unlicensed people may not be honest with you or INZ. Lying on your visa application is a criminal offence and dishonesty may affect your future visas or jobs.
Your application may be declined because the unlicensed person has no immigration knowledge or skills.
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Remember to stay away from anyone who:
refuses to put their name on your visa application
claims to have personal contacts at INZ
asks you to sign a visa application before it has been filled out. You should never sign a document you don’t understand.
CODE OF CONDUCT
As an accredited and licensed immigration advisory, we are committed to upholding the Immigration Advisers Authority's Code of Conduct.
The Code of Conduct directs our actions on important topics such as our professional responsibilities; exercising client care; maintaining confidentiality; adhering to legislative requirements; working within our limits of knowledge and experience; and operating a professional practice.
COMPLAINTS PROCESS
Your rights are protected via a robust two-level complaints process. If you feel that you have received poor service or advice, based on the grounds listed below, you should first lodge a complaint directly with us. Following that, if you feel that your complaint hasn't been properly addressed then you are free to lodge a complaint with the IAA.
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Grounds for complaint against an immigration adviser include dishonest or misleading behaviour, negligence, incompetence, incapacity, or breaching the Code of Conduct.
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Our complaints process follows the following steps:
The first step is to address the issue with your adviser directly and allow them the opportunity to correct it or to provide you clarity of the reasons thereof.
If you uncomfortable to discuss the issue directly with your adviser or you feel their response and actions have not fully addressed the issue, then you may lodge a formal complaint with us (see link below).
We will acknowledge receipt of your complaint in writing within two working days.
We will arrange a time to meet with you to discuss the full nature of the complaint in an attempt to resolve it fairly and promptly between ourselves. You may bring a support person should you wish and/or request a mediator.
We will formally reply to your complaint in writing within 10 working days of meeting with you and receiving the full details of your complaint.
If you are not satisfied with our response, and you feel that we have demonstrated one or more of the grounds for complaint (listed previously), you may complain directly to the Immigration Advisers Authority (IAA) (see link below).