Our complaints process
We take concerns seriously. This page explains how to raise a complaint with us, and your right to complain to the regulator (OMARA).
As a registered migration agent, BIG STEP Migration and Education Consultants Pty Ltd is committed to high standards of professional service and is bound by the Migration Agents Code of Conduct (prescribed by the Migration (Migration Agents Code of Conduct) Regulations 2021). If something has gone wrong, we want to hear about it and make it right.
Step 1 - Talk to us
Most concerns can be sorted out quickly with a conversation. Contact your agent directly by phone or email and let us know what's wrong - we'll do our best to put it right.
Step 2 - Make a formal complaint to us
If you're still not satisfied, put your complaint in writing to us (by email or letter). Tell us what happened, when, and how you'd like it resolved. We aim to acknowledge your complaint in writing within 2 business days and to send you our full written reply within 10 business days. If your complaint needs more time (for example, because we have to review a long file), we will tell you why and when to expect our reply.
Step 3 - Contact the OMARA
If we cannot resolve your complaint, you have the right to complain to the regulator - the Office of the Migration Agents Registration Authority (OMARA) (opens in a new tab). The OMARA investigates complaints about registered migration agents and can take disciplinary action.
Contact us about a complaint
- +61 423 720 019
- hello@bigstepmigration.com
- 178 Corfield Street, Gosnells WA 6110
Making a complaint will never be held against you - it will not affect your migration matter or how we handle your case.
Complaining to the OMARA
The Office of the Migration Agents Registration Authority (OMARA) is the government body that regulates registered migration agents. You can make a complaint about a registered migration agent directly to the OMARA using their online complaints form. The OMARA will assess your complaint and decide what action, if any, to take. You do not have to use our complaints process first. While it is investigating, the OMARA may also refer you and us to a mediator to help resolve the matter.
Make a complaint at mara.gov.auThis page describes our complaints process in general terms. The contact details and the OMARA's process may change over time - please use the current details on the OMARA website. Nothing here limits any other rights you may have.