Complaints Policy

Last updated: July 2026

We aim to provide honest, professional service on every matter. If something falls short, we want to know and put it right.

Step 1 — Tell us

Email info@novaimmigration.com.au with "Complaint" in the subject, or call 0410 628 728. Please include your name, the matter, and what went wrong.

Step 2 — Our response

We acknowledge complaints within 3 business days and aim to resolve them within 21 days, in line with our obligations under the Migration Agents Code of Conduct.

Step 3 — External review

If you are not satisfied with our response, you may complain to the Office of the Migration Agents Registration Authority (OMARA), which regulates registered migration agents: www.mara.gov.au. Complaints about registered agents can be lodged with OMARA free of charge.

Fees and refunds

Professional fees are set out in writing in our service agreement before work begins. Any fee dispute is handled through the process above.