»  Visa Bureau Complaints

Visa Bureau Complaints

Visa Bureau is not affiliated with the Australian Government but is an independent UK company. Australian visas are available from the Australian Government at a lower cost or for free when you apply directly. Our comprehensive visa and immigration services include immigration advice from registered migration agents, an exceptional success rate, document checking and visa processing.
Visa Bureau is regularly reviewed by migrants as one of the best providers of skilled migration services and much of our business comes from word of mouth and personal referrals. 

You can read reviews from some of our clients on Migration Agent Reviews, an independent website where clients can rate and review their experience with a migration agent.

We're consistently rated as one of the best migration agencies online, and we pride ourselves on providing exceptional customer service, so it's unusual that we get complaints. However, when it does happen, we take it very seriously as we're proud of our reputation and want to do everything we can to maintain it.

Have you had an issue with the service you've received from Visa Bureau?

If you have a complaint, please let us know! The best way to address it is by speaking directly to your personal caseworker and they'll work diligently to address it with you. Alternatively, if you don't already have a direct contact for someone at Visa Bureau, please get in touch with us via our online contact form.

We'll work with you to help resolve any issue you have with the service you've received from Visa Bureau, and if necessary, the matter will be escalated to our Managing Director. It's very rare that this is required as our caseworkers are trained to help resolve any problems and provide complete satisfaction, but we'll do all we can to help.

Which migration authorities are Visa Bureau registered with?

We are registered with all the necessary authorities to provide migration service - you can read more about those authorities and how Visa Bureau is regulated by them below:

Australia - Migration Agents Registration Authority (MARA)

The Office of the MARA is attached to the Department of Immigration and Border Protection (DIBP) and administers the functions of the Migration Agents Registration Authority, which is set out in s316 of the Migration Act 1958 (the Act).

Agents registered with The Office of the MARA operate under a strict Code of Conduct. Click here to view the Code of Conduct, and for more information on The Office of the MARA please visit http://www.mara.com.au/.

If you do not have Adobe Reader to read .pdf files, it can be downloaded free here from the Adobe website. You can find more information on our MARA page.

New Zealand - Immigration Advisers Authority (IAA) 

Visa Bureau's New Zealand Casework Department Manager is registered with the Immigration Advisers Authority (IAA). The Immigration Advisers Authority is responsible for the regulation of the immigration advice industry.

The IAA's role is to administer the licensing regime, maintain a public register of licensed immigration advisers and help with the education and professional development of immigration advisers.

The IAA is also responsible for handling complaints and anyone can make a complaint about a licensed immigration adviser or a former licensed immigration adviser.  The IAA investigates and takes enforcement action in relation to offences under the Immigration Advisers Licensing Act.  To see the IAA's Code of Conduct, please click here. You can find more information on our IAA page.

UK - Office of the Immigration Services Commissioner (OISC)

The OISC (Office of the Immigration Services Commissioner) is led by the Immigration Services Commissioner and is responsible for:

  • Regulating immigration advisers in accordance with the Commissioner's Code of Standards and Rules;
  • Processing applications for registration or exemption from immigration advisers;
  • Maintaining and publishing the register of advisers;
  • Promoting good practice by immigration advisers;
  • Receiving and handling complaints about immigration advisers; and
  • Taking criminal proceedings against advisers who are acting illegally.

As an independent migration consultant, the UK Visa Bureau is regulated by the OISC (registration no. F200600117). You can find more information on our OISC page.