撰寫符合第 42 條要求的服務協議

A service agreement is one of the first documents a client sees after the consumer guide. If it is vague, out of order or missing required points, it creates problems about fees, scope and complaints later. Section 42 of the Migration Agents Code of Conduct 2021 sets the minimum content for a written agreement, and related sections affect when money can be taken, how fees are described and what happens if the client asks for documents back.

先從文件開始，並按 Code 預期的順序安排#

在註冊移民代理提供移民協助（immigration assistance）之前，必須依據法規 s38 向客戶提供消費者指南。書面協議是在這一步之後。依據 s51，在協議生效前不得收取款項。

For a practitioner drafting the paperwork, the safest approach is to use one clear sequence every time. A practical order is: scope, fee basis, disbursements, exclusions, termination, then complaints. That order matches the issues clients usually care about and helps show that the agreement is transparent.

Section 42 is about what the written agreement must cover. Sections 46, 49, 50, 51, 54 and 56 then shape how the agreement works in practice. If the practice also uses a standard intake form, authority form or portal terms, those documents need to match the service agreement so there is no conflict about what work is included and what costs are payable.

If the practice is using staff, outsourced drafting support or a corporate trading name, identify the registered migration agent clearly. Advertising and public-facing materials must show the MARN as required by s25. If another person in the business is not a registered migration agent or Australian legal practitioner, care is needed because giving immigration assistance while unregistered can raise issues under s280 of the Migration Act 1958, and charging for that assistance can raise issues under s281.

範圍優先，而且需要明確界線#

第一個實質條款應清楚寫明包含哪些工作。這是協議的核心承諾。如果範圍含糊，之後每一項爭議都會更難解決。

Describe the service by task, not by aspiration. For example, the agreement can list steps such as initial document review, preparation and lodgement of an application, correspondence with the Department, and one response to a standard request for further information if that is included. It can also identify the matter by application type, stage and decision-maker.

It helps to state the start point and finish point. The agreement can say the service begins when the signed agreement is received and any agreed upfront amount has cleared, and ends on lodgement, on a specified post-lodgement milestone, or on finalisation of that stage. If post-lodgement monitoring is included only for a set period, say so.

A good scope clause also states client responsibilities. The client can be required to provide complete and truthful information, provide documents by stated deadlines, review drafts promptly and tell the practice about changes in address, relationship status or family composition. This is not case advice. It is a process statement that helps the file run properly and reduces later arguments about delay.

避免使用像 "all work necessary for your visa" 這樣籠統的說法。這些措辭難以定價，也容易引起爭議。較好的做法是使用較狹窄的描述，任何額外工作則依變更條款或新的協議處理。

如果客戶委任執業者與 Department 交涉，協議可以提及 Migration Act 下 s312A 和 Form 956 的授權程序。該協議不能取代法定表格。它只是說明可能需要另外的委任文件。

以客戶可比較的方式列出收費基礎#

在範圍之後，說明專業費用如何計算。Code 的 Section 46 要求清楚列出收費結構。客戶必須能看出費用是固定、分階段、按小時、設上限，或其組合。

If the fee is fixed, state what stage the fixed fee covers and what triggers the next stage. If the fee is hourly, state the hourly rate, who is billed at that rate, the billing unit and whether there is an estimate or cap. If the practice uses stages, list each stage in order, with the amount or the method of calculation for each stage.

在公開發布的指引中，專業費用可以用大致的市場區間來描述。在實際協議中，實際費用和付款條件需要明確具體。協議也可以說明何時開立帳單、何時到期付款，以及帳單逾期時工作是否暫停。

Keep Department charges separate from professional fees. Do not roll them into a single figure described as "government and professional costs". Department charges change and are better identified as separate third-party charges payable at the time of lodgement or when requested. A comparison tool such as 我們的費用估算工具 可以幫助客戶了解費用類別，但協議本身應區分該事務所的費用與其他收費。

If money is received, sections 49 and 50 matter as well. The agreement should say when an invoice and receipt will be provided, and whether money is to be held in a client account before being billed. Terms about refunds also need to match the fee model. For example, a staged fixed fee usually works better with refund language linked to completed stages than with a broad "non-refundable" label.

不要加入任何暗示結果是可以出售的陳述。第 26 條禁止對結果作出保證或誤導性陳述。費用條款應為工作定價，而不是為核准定價。

將代墊費用作為單獨類別處理#

代墊費用應有自己的標題。客戶常把代墊費用與專業費用混淆，而當第三方費用在案件後期才出現時，爭議就開始了。

List the usual categories relevant to migration work. These may include translation, interpreting, medical examinations, police certificates, expert reports, courier charges, tribunal or court filing fees where relevant, and document procurement charges. Department charges should also be listed as separate third-party charges, without stating indexed amounts in a general guide article.

接著說明代墊費用（disbursements）如何核准和支付。一個簡單模式是，小額例行代墊費用可在發生時列帳，而重大外部費用則需要事先書面批准。另一個常見模式是，由客戶直接支付主要第三方提供者。

請說明該執業機構是否對代墊費用加收任何行政附加費。如果沒有附加費，請直接說明。如果某些項目有處理費，應清楚列明，而不應隱藏在辦公室間接費用中。

This section is also the right place to explain that false or altered documents cannot be used. If a client provides false documents or information, that can raise serious issues under ss234 and 245AR of the Migration Act and may engage Public Interest Criterion 4020. The agreement does not need to give advice about those consequences, but it can make the practice's position clear: documents believed to be false will not be lodged or relied on.

把不包含的事項寫清楚，以便及早控制範圍擴張#

明確的排除條款可保護雙方。它會告訴客戶報價服務不包含哪些內容，也讓事務所在之後為額外工作訂價時有清楚做法。

Common exclusions include merits review applications, judicial review, ministerial intervention requests, character issues, responses to allegations of bogus documents or false information, Schedule 3 arguments, complex health waivers, sponsorship monitoring issues, and extensive requests for further information beyond an agreed number. Another common exclusion is work arising from facts not disclosed at intake.

Exclusions should be tailored to the matter type and the pricing model. If a service is advertised as "application preparation and lodgement only", the agreement should say that interviews, site visits, post-lodgement strategy work and appeal work are not included unless later agreed in writing.

它也有助於說明如何加入原本排除的工作。協議可以寫明，額外工作只有在書面變更或新協議列出新增範圍及收費基礎後才會進行。這可使服務內容符合 s42，並使收費結構符合 s46。

對於透過市集或比價平台接案的事務所來說，一致性很重要。報價、接受訊息和服務協議（service agreement）應描述相同的包含工作內容。如果客戶想核實誰有權提供移民協助，提及 我們的營運者檢查工具 在協議之外及入門資料中很有用。

終止條款應說明誰可以終止協議，以及之後會發生什麼#

終止條款常被留到起草最後才處理，但它們在實務上作用很大。它們會列明執業者何時可以停止代理、客戶何時可以終止、已完成工作的應付費用，以及文件如何返還。

State the grounds for practitioner termination in neutral, process-based language. Examples include non-payment, failure to provide instructions, loss of confidence based on incomplete or inaccurate information, abusive conduct, conflict issues, or an ethical inability to continue. The clause can also reserve the right to terminate if continuing would risk a breach of law or the Code.

Then cover the financial consequences. If the fee is hourly, unpaid time to the date of termination can be invoiced. If the fee is staged, the agreement can state which completed stages are payable and how partly completed work is assessed. This needs to be consistent with any upfront amount held in client account and the practice's invoicing process under ss49 and 50.

Document return is important. Section 54 requires documents to be returned within 14 days if the client asks for them, subject to lawful exceptions. A termination clause should reflect that obligation and explain the practical method, such as secure electronic return, collection from the office or courier at the client's cost.

也可以簡短提到文件保存和結案。Section 56 要求紀錄保存七年。協議可以說明，在終止或完成後，該事務所可為合規目的保留檔案副本。

最後要有清楚的投訴部分，不要帶防衛性#

最後一節應告知客戶如何投訴，先向該執業機構投訴，再向外部投訴。這是 s42 要求的內容，而且當關係破裂時，這往往是客戶會找的部分。

先列出內部程序。說明接收投訴的人員或職位、電子郵件或郵寄地址、客戶應提供的資訊，以及確認收件和回覆的目標時限。語氣保持平和且務實。

Then give the external pathway. A complaint about a registered migration agent can be made to the Office of the Migration Agents Registration Authority. If the practice is an incorporated legal practice or an Australian legal practitioner, there may also be a state or territory legal services complaints body. The agreement should identify the relevant channel accurately for the practice type.

這也有助於讓投訴用語與入門資料保持一致，例如 consumer guide 以及任何執業政策頁面。如果有公開說明投訴途徑，一般性提及 我們的投訴資訊 可在合約本身之外支持一致性。

常見問題#

根據第 42 條，移民代理服務協議中必須包含哪些內容？#

At minimum, the agreement needs to set out the services to be provided, the fees and other charges, and the client's right to make a complaint. In practice, it works best when it also states exclusions, termination rights and the process for document return, because those points connect with ss46, 49, 50, 54 and 56 of the Code.

移民代理可以在協議簽署前收款嗎？#

第 51 條規定，在書面協議生效前不得收取款項。根據 s38，也必須先提供 consumer guide，因此接案流程的先後次序很重要。

代墊費（disbursements）是否需要與專業費用分開列出？#

是的，這是最清楚符合 Code 透明度要求的方式。第三方成本，例如翻譯、體檢和無犯罪紀錄證明，應與執業者本身的費用分開，並說明核准和付款方式。

移民案件中的終止條款應該寫些什麼？#

內容應說明誰可以終止協議、基於哪些理由，以及終止後未付費用、文件和檔案紀錄如何處理。也應反映 s54 的 14-day 文件返還規則，以及 s56 的 seven-year 保存規則。

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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.