如何對移民代理提出投訴

A problem with a migration agent usually starts with money, communication or missing work. The fastest way to move it forward is often to put the complaint in writing to the agent first, then take it to OMARA if the conduct is the issue, and to consumer affairs or a tribunal if the dispute is about getting money back.

清楚的書面紀錄很重要。請保留協議、發票、收據、電郵、截圖、檔案筆記，以及你交給代理人的任何文件，因為結果往往取決於能證明什麼。

先以書面聯絡該代理#

在找監管機構之前，先向代理發送書面投訴。根據 Migration Agents Code of Conduct 2021，註冊移民代理必須有投訴處理程序，並且必須在開始服務前向客戶提供 consumer guide，見 s38。

撰寫投訴時，要用日後可核查的方式表述。列出日期、已同意的內容、實際發生的事、哪些文件或款項已交付，以及你要求的結果，例如解釋、歸還文件、發票，或退還部分專業費用。

Attach copies, not originals. Useful attachments include the written services agreement, trust account records if money was held for future work, invoices, receipts, screenshots of text messages, and copies of forms lodged with the Department. If a registered migration agent acted for a client with the Department, there is often also a Form 956 on file, which is the appointment form under s312A of the Migration Act 1958.

給對方一個合理的回覆期限，並保留寄送證明。電子郵件通常最容易，因為它會留下時間戳記。如果該企業有投訴政策，也要遵循該流程。

要保留哪些證據#

投訴是否有力，往往取決於紀錄。從最初的廣告或報價，到最後一張發票或訊息，所有資料都要保留。

重要紀錄包括：

• 代理的全名、商業名稱及 MARN（註冊編號）
• 依據 s42 要求的書面服務協議
• 費用結構和任何收費表，見 s46
• 發票和收據，見 s49
• 如果代理代持未來工作的款項，請查看信託帳戶紀錄，見 s50
• 如果這一點有爭議，證明在協議之前不應收取款項，請參見 s51
• 表格、副本、陳述和支持文件的副本
• 附有日期和時間的電子郵件、訊息和通話紀錄
• 網站或社群媒體上的廣告或承諾，特別是如果其中暗示保證結果，而這是 Code 不允許的，見 s26
• 任何要求返還文件的請求及其回應，因為在有要求時，客戶的文件一般必須在 14 天內返還，見 s54

把簡短時間線整理在一頁內也會有幫助。按日期列出每個關鍵事件，包括何時簽署協議、何時付款、何時遞交表格、何時要求更新，以及何時關係破裂。

如果疑慮是該人沒有適當註冊，先查核該業者。MARN（移民代理註冊號碼）可透過官方名冊查核，VisaBid 也在以下位置說明要看什麼 我們的營運者檢查工具. 在 Australia 未註冊而提供移民協助（immigration assistance），可能構成 Migration Act s280 下的罪行，而就此收費則可能構成 s281 下的罪行。

何時向 OMARA（移民代理註冊管理局）投訴#

OMARA（移民代理註冊管理局）處理註冊移民代理的行為問題。如果投訴涉及專業行為、溝通不良、誤導行為、文件遺失、收費做法、利益衝突、保密問題或違反 Code，這通常是正確途徑。

Examples include not providing a written agreement, not giving proper invoices or receipts, taking money before a services agreement, failing to return client documents, using advertising without a MARN, or suggesting a visa grant is guaranteed. The Code sections that often come up are s25, s26, s42, s46, s49, s50, s51 and s54.

OMARA is not usually the forum that gets money back for a client. It can investigate conduct and take action against a registered migration agent, but refund disputes are commonly dealt with through state or territory consumer agencies or civil and administrative tribunals. That is why it is often useful to separate the conduct issue from the money issue.

When lodging a complaint with OMARA, keep the focus on facts that can be proved. State what happened, when it happened, which documents support it, and which Code obligations appear relevant. A well-organised complaint with dates and attachments is easier to assess than a long account without records.

If the person was not a registered migration agent or an Australian legal practitioner, the complaint path can be different because OMARA regulates registered migration agents. In that situation, evidence of the services offered, the money charged and any immigration forms handled is especially important.

如果爭議是關於費用或退款#

A conduct complaint and a money claim are not the same thing. If the main issue is getting professional fees back, or disputing charges for work that was not done, the practical next step is often the consumer affairs body in the state or territory where the business operated, or the local civil and administrative tribunal.

These bodies usually look at contract and consumer issues. The key documents are the written agreement, the fee structure, invoices, receipts, trust account records and proof of what work was or was not completed. The Code helps explain expected business practices, but the refund question often turns on the contract terms and the evidence of performance.

Professional fees vary widely. For some matters, disputes can be a few hundred dollars. For complex matters, the amount can be several thousand dollars or more. Before starting a tribunal claim, it helps to add up exactly what is in dispute and separate professional fees from Department charges, translation costs, health checks and other third-party expenses.

如果代理拒絕提供紀錄，請以書面要求副本。根據 s56，已註冊移民代理 (registered migration agent) 必須保存客戶紀錄七年。這本身不能決定退款問題，但如果之後對做了哪些工作有爭議，這可能很重要。

投訴中常見的警訊#

有些投訴模式會一再出現。它們本身不一定能證明有不當行為，但作為需要記錄的警訊很有用。

其中一種情況是在工作開始前沒有書面協議。另一種是儘管有 s51，卻在協議簽署前收款。還有一種是缺少發票或項目描述含糊，即使 s49 和 s46 要求提供適當的費用資訊。

廣告也可能很重要。註冊移民代理必須在廣告中包含其 MARN（註冊移民代理號碼），見 s25。聽起來像保證獲批的陳述也是警訊，因為行為守則禁止保證，見 s26。

文件處理是另一個常見問題。如果原始護照、證書或其他客戶文件被扣留，請記錄要求歸還的請求及回應。守則要求在被要求時於 14 天內歸還文件，但有有限例外，見 s54。

A more serious issue is false or altered documents. Supplying false documents or misleading information can have serious consequences under the Migration Act, including s234 and s245AR, and may also raise PIC 4020 issues in some visa contexts. If a complaint involves document tampering or false material, keep copies and independent source records, such as the version originally issued by the school, employer or bank.

如何整理投訴，以便可以被評估#

一份實用的投訴資料包通常簡短且有結構。先做一頁時間線，再做問題摘要，然後按日期順序附上文件。

一個實用的結構是：

1. 當事人是誰，包括代理人的姓名、商業名稱和 MARN（移民代理註冊號）。
2. 已同意的服務內容，以及協議日期。
3. 支付了什麼、何時支付，以及開出了哪些收據或發票。
4. 原本預期做哪些工作，結果實際發生了什麼。
5. 曾向代理要求什麼結果，以及對方回覆了什麼。
6. 目前正向監管機關或審裁處尋求什麼行動。

請為附件編號。並在摘要中引用，例如「附件 3，日期為 14 March 的發票」或「附件 7，要求歸還護照的電子郵件」。這會讓監管機構、審裁處成員或消費者案件承辦人更容易跟進投訴。

如果某人在爭議後想更換代表或尋找新的 registered migration agent（註冊移民代理），仔細比較資格和報價會有幫助。VisaBid 在以下位置有指南資料庫 我們的指南庫, 而且人們可以描述個案，並在此收到來自註冊移民代理和澳洲法律執業者的分項報價，網址是 我們的案件表格.

常見問題#

我如何在澳洲檢舉移民代理？#

對註冊移民代理行為的投訴，在先以書面向代理提出後，可以向 OMARA（移民代理註冊管理機構）提出。請保持投訴內容基於事實，並附上協議、發票、收據、電子郵件、截圖和簡短時間線。

OMARA（移民代理註冊管理機構）可以幫我向移民代理追回款項嗎？#

OMARA（移民代理註冊管理局）處理的是行為和紀律問題，通常不處理退款命令。如果主要問題是追回專業費用或爭議收費，更直接的途徑通常是州或領地的消費者事務機構或民事及行政審裁處。

如果幫助我的人不是註冊移民代理，怎麼辦？#

If the person was in Australia and gave immigration assistance without being a registered migration agent or an Australian legal practitioner, that can raise issues under s280 and s281 of the Migration Act. Keep records of the services offered, money paid, messages, forms handled and any advertising, then report the matter through the appropriate regulator or consumer channel.

對移民代理提出投訴，我需要哪些文件？#

The key documents are the written agreement, fee schedule, invoices, receipts, trust account records, emails, text messages, call notes, copies of forms and any proof of requests for updates or return of documents. It also helps to include a one-page timeline and copies of advertising or statements that appear inconsistent with the Code.

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關於本指南。 這是關於某項程序在澳洲如何運作的一般資訊。這不是 immigration assistance，也不是針對你情況的建議。根據 section 280 of the Migration Act 1958 只有註冊移民代理或澳洲法律執業者可以提供這項服務。政府收費會按指數調整，而且大多數會在 1 July 變更，所以請自行查核任何金額於 immi.homeaffairs.gov.au, 並在以下位置查核任何代理 OMARA（移民代理註冊管理局）名冊.