Tools and resources

If you have not complained to the Department of Home Affairs, you need to do this first. We are more likely to investigate a problem if you have tried to resolve your complaint with the department.

Always:

• ask the Department of Home Affairs for a complaint reference number
• record the date you lodged your complaint.

We will ask you for this information and details of the response you received when you contact us.

You can contact the Department of Home Affairs in writing, online or by calling 131 881.

You can check the progress of your application to the Department of Home Affairs online using your ImmiAccount.

Timeframes for citizenship application processing will vary depending on demand and volume of applications. This affects all applications and means the Department of Home Affairs may not meet published processing timeframes.

The Department of Home Affairs has published its citizenship processing timeframes online. You can check the current processing timeframes here.

Extended processing times are affecting all applicants. This means, we generally will not investigate complaints about citizenship processing times.

We are aware there can be delays in the processing of visa applications. Because of this, the Department of Home Affairs may not meet published processing timeframes.

The Department of Home Affairs has published its visa processing timeframes online. You can check the current processing timeframes here.

As extended processing times are affecting some applicants, we generally will not investigate complaints about visa processing times.

If you are applying for a partner or a child visa, the Department of Home Affairs may prioritise your application if you can show compelling and compassionate circumstances. You can make the request to your case officer or you can submit a letter. For information on how to contact the Department of Home Affairs click here.

If the Department of Home Affairs refuses or cancels your visa, you might be able to have the decision reviewed by the Administrative Appeals Tribunal. The Department of Home Affairs will tell you in its decision letter if you are eligible for merits review by the Administrative Appeals Tribunal.

The decision letter will provide details of:

• the time limit for lodging your application for review
• where you must lodge your application for review.

You can apply for an Administrative Appeals Tribunal review online.

Where someone has the option to have a decision reviewed by the Administrative Appeals Tribunal, we generally will not investigate complaints about the department’s decision.

We are not able to investigate any actions or decisions taken by a Minister. This means that we cannot investigate complaints about the Minister declining to intervene on your behalf.

Details about how to make a request for Ministerial Intervention and the guidelines of the types of cases that might be referred for the Minister’s consideration are available here.

As a visa holder you can:

• use Visa Entitlement Verification Online (VEVO) available online, or
• download the myVEVO app to check your current visa details and conditions.

You can also have your visa details sent to any email address you choose.

If your visa has a No Further Stay condition you might be able to have the condition waived. Information about how to request a waiver is available here.

You might be able to have the re-entry ban set aside. Information about how to request to have a re-entry ban set aside is available here.

You can find information about how to get a copy of your International Movement Records on the Department of Home Affairs website.

You can find information about how to report suspicious or illegal:

• immigration
• visa
• customs
• trade activity.

Under the Privacy Act 1988, the Department of Home Affairs cannot provide you with information about the progress or outcome of any investigation. This means, we will not investigate complaints about reports of suspicious or illegal behaviour.

You can find information about how to withdraw your sponsorship here.

Under the Privacy Act 1988, we cannot provide you with information about your former partner. As such, we will not investigate complaints about your former partner.