Ombudsman calls for improvements to migration industry watchdog
Acting Commonwealth and Immigration Ombudsman, Dr Vivienne Thom, today released a report into the complaint-handling process of the Migration Agents Registration Authority (MARA).
The report sets out a number of recommendations aimed at improving MARA’s handling of complaints in the five key areas of consumer awareness, access to the complaints process, efficiency, fairness, and planning and risk assessment.
MARA is responsible for regulating the migration advice industry, including investigating complaints about services provided by registered migration agents. It has the power to take disciplinary action against migration agents, including cautions, suspension or cancellation of registration or barring a former agent from registration.
Dr Thom recognised that MARA’s complaint-handling processes have improved significantly over the last 12 months, especially with respect to the development of procedures and supporting documentation.
‘However, more needs to be done to ensure that the most vulnerable are aware of MARA’s complaint-handling system and have appropriate access to it. It is important that both complainants and agents can have confidence in the process and outcomes achieved’, Dr Thom said.
Both MARA and the Department of Immigration and Citizenship have accepted the Ombudsman’s recommendations. MARA has advised the Ombudsman that it is in the process of revising its complaint-handling processes to make them more user friendly and efficient.
The report is available at www.ombudsman.gov.au.