Rebecca Strange Licensed Immigration Adviser No 201300842
Helen Strange Licensed Immigration Adviser No 201601261
PO Box 48071 Blockhouse Bay Auckland 0644
If at any time you have a complaint about any of the services that we have undertaken to provide to you in accordance with our written agreement, you may make a complaint to us in person, by email or in writing.
We will send you an acknowledgement of your complaint in writing within two (2) working days of receiving it. If you wish to have a full and complete copy of your file at this time or at any time while we work to resolve this complaint we will provide this to you within two (2) working days.
We will endeavour to resolve your complaint as promptly and effectively as possible.
We will prioritise being available 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.
As in our previous meetings, we will take notes of our discussion and these are available to you at your request.
We would also be happy to arrange a mediator to attend a meeting if you wish.
If required by you, as in our other meetings, we can arrange for an interpreter to attend the meeting.
We will formally reply to your complaint within 10 working days of meeting with you, or receiving the full details of your complaint.
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 behaviour, or have breached the Licensed Immigration Advisers Code of Conduct – you may complain to the Immigration Advisers Authority (the Authority).
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.
We recognise that immigration matters are often of extreme importance to individuals and their families and we seek to ensure your complete satisfaction with our services at every level.
Refunds
Sometimes you can request a refund if you have changed your mind about applying for the selected visa or wish to cease our contract for services for another reason. You can request a refund by writing to us. We will not retain fees that we have not earned.
We will ensure that any refunds are fair and reasonable in the circumstances. This means that if you have paid in advance for work on your behalf and we have partially completed that work as agreed, we will refund you the full remaining funds after deduction of those completed service fees.
If we have completed work on any visa application which is unable to progress due to any government and/or legislation changes in response to Covid 19, no refund is applicable.
No refund is payable if you have breached your obligations to us, or to Immigration New Zealand.
Please refer to your Written Agreement for more information regarding refunds.
