Internal Complaints Policy

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Internal complaints handling procedures

The purpose of this factsheet is to assist members to implement internal complaints-handling procedures.

INTRODUCTION
 

In line with the recommendation by the Principal MARA Agent and Immigration Advisor, employees or any official of OBCO Migration & Educational Consultants located anywhere around the globe serving for the company must implement adequate procedures to handle client complaints in respect of fee, service and contractual disputes. Employees, Partners and Directors based elsewhere are highly recommended to implement such   procedures.

THE UNDERLYING PRINCIPLES

As in any organization which is people-based, occasional genuine errors or delays will inevitably occur. The principles and procedures set out in this factsheet are concerned with learning from experiences, and ensuring fair dealing with those with whom firms come into contact. In respect of all complaints about the firm, the staff should:

  1. focus on putting matters right wherepossible
  2. ensure that their legal company manager/partner/director is aware of the matter at the  earliest  possiblestage
  3. assess with their legal company manager/partner/director what lessons might be drawn from the situation in order to avoid any future repetition of the problem or issue
  4. Afterdiscussion with their legal company manager /partner / director, issue an apology to the affected party if appropriate in the situation.

In  most  cases,  the  client  (or  other  party  making  the  complaint) will be content that matters have been put right and an apology given. However, there will be occasions where clients (or others) will feel sufficiently strongly about an issue that they will want to take matters further. In such cases, it is important that the company or any of its employees doesnot, in any way, impede such further reviews. The stipulated company’s procedures should always allow for clients to take the matter up with OBCO Migration & Educational Consultants by making them aware of that possible course of action.

In line with the recommendation by the Principal MARA Agent and Immigration Advisor, employees or any official of OBCO Migration & Educational Consultants located anywhere around the globe serving for the company must implement adequate procedures to handle client complaints in respect of fee, service and contractual disputes. Employees, Partners and Directors based elsewhere are highly recommended to implement such   procedures.

OVERARCHING AIMS

The main aim of the procedures, which are set out in The Licensed Immigration Advisers code of conduct 2014, ensure:

  1. the proper handling of complaints from clients relevant to members’ and firms’ compliance with the regulatorysystem
  2. that complaints are acknowledged within a reasonable time of their beingreceived (i.e. 2 Working Days)
  3. where a complaint has been made orally, that the letter of acknowledgement states the member’s understanding as to the nature of the complaint being made, and invites the complainant to confirm in writing the accuracy of that statement
  4. that complaints are investigated by a person of sufficient experience,  seniority  and  competence  who,  where  possible, was not directly involved in the particular act or omission giving rise to the complaint
  5. that any appropriate remedial action on those complaints is promptlytaken
  6. Where a complaint is not promptly remedied, that the client is advised of any further avenue for complaint available to him or her.
THE PROCEDURES

Many complaints can be resolved satisfactorily by following the procedures set out below. In this way, the level of ‘client care’ is improved and issues of ‘poor service’ may be resolved without the need for matters to be taken further.
The purpose of this process is to focus on the issues that gave rise to the complaint. Further, it is taken as read that OBCO Migration & Educational Consultants will, at all times, be professional and courteous in their dealings with clients andothers.
The procedures to be followed include:

  1. completion of the complaint notification form
  2. acknowledgement of the complaint within, 2 working days of   receipt
  3. Where the complaint was received by telephone, making   a telephone attendance note and sending a letter of acknowledgement outlining the understanding as to the nature of the complaint being made, and inviting the complainant to confirm in writing the accuracy of the letter.
  4. taking any appropriate remedial action as soon as possible
  5. where  the  complaint  cannot  be  promptly  remedied,  advising the complainant of this and setting out the proposed time frame
  6. if the complainant is not satisfied, advising that he or she may take the matter up with Immigration Advisors Authority IAA (or other regulator if appropriate)
  7. Filing the completed complaint notification form and related correspondence.
INFORMATION FOR CLIENTS
  1. OBCO Migration & Educational Consultants and its employees aim to provide a high quality of service at all times. If you would like to discuss with us how our service could be improved or if you are dissatisfied with the service that you are receiving please letusknowbycontacting: 0470182828
    1. the licensed immigration adviser handling your immigration matter; or
    2. if you would prefer to discuss the complaint with someone other than your licensed immigration adviser, you may contact Mr. Harpreet Singh Oberoi at our office with urgent appointment. Alternatively He may be contacted by email at harpreet_oberoi@obco.com.au, by telephone at +91 998 850 0038 in India or at +61 4 6910 9734 in Australia, or in writing at OBCO Migration Office.
  2. We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you. If we do not answer your complaint to your satisfaction you may take up the matter with the Immigration Advisors Authority (IAA).
  1. We would be happy to meet with you at any time to discuss the nature of your complaint, so that we can attempt to resolve it fairly and promptly between ourselves. You can bring any support person you wish to such a meeting.
  2. We would also be happy to arrange a mediator to attend a meeting if you wish.
  3. We will formally reply to your complaint within 10 working days of meeting with you, or receiving the full details of your complaint.
  4. If you are not happy with our response to your complaint, and you feel that we have demonstrated one or more of the following grounds for complaint - negligence, incompetence, incapacity, dishonest and misleading behavior, or have breached the Licensed Immigration Advisers Code of Conduct  - you may complain to the Immigration Advisers Authority (IAA).
  5. A complaint made to the Authority must be in writing and specify the ground or grounds that form the basis of your complaint. You can use the Complaint Form which, together with other information on the complaints process, is available on the Immigration Advisers Authority website, at www.iaa.govt.nz, where you will also find the Authority’s contact details as well.

Complaint Notification Form

PRIVATE AND CONFIDENTIAL

Circulation of this form should be restricted to:

  1. principals of the firm
  2. personneldirectlyinvolvedinthecomplaintandtheirlinemanagers
  3. Legaladvisers,professionalindemnity, IAAandotherregulators(whereappropriate).

Date  of complaint

 

  1. Letter  (attachcopy)
  2. Telephone  call  (attach  filenote)
  3. In person (attach meeting note)
  4. Email (attachcopy)

 

Person against whom complain is lodged

 

Department

 

Complainant

 

Brief  description  of complaint

 

Date of letter acknowledging   complaint

 

Date matter resolved

 

Details of how it was   resolved

 

Proposed courses of  action

 

Additional change in  quality control   system after this complaint resolved

 

Date of letter to client summarizing outcome

 

Date discussed with person against whom complaint was made

 

Date discussed with staff

 

Signedby:                                                                                                                                                  (person against whom complaint was made)

                                                                                                                                         (Partner managingcomplaint)