• Complaints & Refund Policy

    Complaints & Refund Policy

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.


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.  

  • "Overall, my experience with NZ Visa Connections has been very pleasant and enjoyable. They provided me with the peace of mind and confidence that everything will be sorted, and that my visa application was in very good hands. The team was very efficient, organized, and “on-the-ball” on all immigration policies and requirements. The weekly video chats to check on the progress of my “paper trail” was very helpful. It was a very professional engagement with a personal touch. "

    Jessica Misa Baird, Work Visa Support

  • "My experience has truly been nothing short of easy and amazing. NZ Visa Connections has been thorough since the inception of our relationship. Understanding the ins and outs of the process has been overwhelming and not always easy to follow. But, they've been transparent, calming and honest during an otherwise difficult to navigate process. The team goes above and beyond and it's very evident they are passionate about the work that they do."

    Ashley Bent, Work Visa Support

  • "Outstanding work from NZ Visa Connections in regards to helping our company secure visas for two of our key staff members. These two wonderful ladies have gone above and beyond for our company. Rebecca was the case manager for two of our staff members and  she worked exceptionally hard to renew their visas on the 11th hour. I was so impressed with her amazing ability to make things happen with such a positive outcome. "

    Lee Dewerson, Employer / Business services

  • "We first meet NZ Visa Connections back in 2017 when we were looking for an advisor to apply for Reon's first work Visa, We have continued to work with NZ Visa Connection ever since. With that said we have found them to be very professional throughout this process and have been Successful with our application for Reon Visas. Reon and myself would have no problem with recommending NZ Visa Connection to any person who needed Visa advice. "

    Ross & Reon Laird, Work Visa Support

  • "I was very nervous about trying to employ an international applicant, but NZ Visa Connections helped me employ the perfect person for our team, even making suggestions so we could apply for a 3-year Visa straight away. They assisted and supported me every step of the way, from helping with the advertisement to preparing Visa application documents, through to procuring the visa’s required for our employee. They were knowledgeable and eminently capable, and I would have no hesitation referring them to any other business thinking about hiring internationally."

    Lisa Coleman, Employer / Business services

  • "NZ Visa Connections basically took the stress out of my work and residence visa applications. I honestly feel so lucky to have found them in the first place --through my sister's colleague's recommendation. They were as amazing to work with as what we heard about them. The whole process was already quite streamlined for us (my partner and I). We simply had to follow through a well-defined checklist with details like: the importance of a specific document, suggestions and prompts for letters and other write up. It was very clear to us that they are the expert we needed."

    Donna Dychinco, Residence Visa support