Complaints Procedure

Our Commitment

At Signature Migration, we are committed to delivering professional, ethical and client-focused migration and education support services. We value feedback from our clients and take all concerns seriously. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can review the matter and work towards a fair resolution.

Raising a Complaint

If you would like to submit a complaint, please provide the following information in writing:

  • Your full name and preferred contact details.
  • A detailed explanation of your concern.
  • Copies of any relevant documents or correspondence.
  • The outcome or resolution you are seeking.

Please send your complaint to:

Email: info@signaturemigration.com.au

What Happens Next

After receiving your complaint, we will:

  • Confirm receipt of your complaint within five (5) business days.
  • Review the information carefully and conduct an impartial assessment.
  • Contact you if additional information or clarification is required.
  • Provide a written outcome as soon as reasonably possible, generally within 20 business days after receiving all necessary information.

If the matter is particularly complex and requires additional time, we will keep you informed of our progress and advise you of the revised timeframe.

Our Approach to Complaint Resolution

Every complaint is handled with professionalism, fairness and confidentiality. We are committed to:

  • Treating all parties respectfully.
  • Reviewing concerns objectively.
  • Communicating openly throughout the process.
  • Seeking practical and reasonable solutions whenever possible.
  • Using client feedback to continually improve our services.

Making a complaint will not affect your rights under Australian law or your ability to seek independent assistance where appropriate.

External Review

If you are not satisfied with the outcome of our internal complaints process, you may refer your complaint to the Office of the Migration Agents Registration Authority (OMARA).

OMARA is responsible for regulating Registered Migration Agents and considers complaints relating to professional conduct and compliance with the Migration Agents Code of Conduct.

Further information about the complaints process is available from the Office of the Migration Agents Registration Authority (OMARA).

Contact Us

Signature Migration

Registered Migration Agent (MARN 2619207)

Email: info@signaturemigration.com.au

Phone: 03 9122 5207

We appreciate your feedback and are committed to continually improving the quality of our services and the experience we provide to every client.