Policy
Complaints and feedback
Effective 22 October 2026. If something has gone wrong, we want to hear about it, and we want to fix it.
- Tell us firstEmail info@caqa.com.au, call 1800 266 160, or write to 2/10 Lawn Court, Craigieburn VIC 3064. Tell us what happened and what you would like us to do.
- We acknowledge itWe confirm we have received your complaint within 5 business days.
- We respond in writingSukh Sandhu reviews the complaint and responds in writing, usually within 30 days, with what we found and what we will do.
- Still not satisfied? Contact OMARAYou can complain to the Office of the Migration Agents Registration Authority about a registered migration agent's conduct. The OMARA Consumer Guide explains how.
Complaining to OMARA
OMARA regulates registered migration agents. It can investigate complaints about an agent's conduct under the Code of Conduct. Use the OMARA "Make a complaint" page, which links to the online complaint form. The OMARA Consumer Guide explains the process. You do not have to complain to us first, but it is often the quickest way to fix a problem.
Other places that can help
- Privacy concerns: the Office of the Australian Information Commissioner, after you have contacted us. See our Privacy Policy.
- Fees, refunds and other consumer issues: Consumer Affairs Victoria.
- Decisions by the Department of Home Affairs: these are not complaints about us. Ask us about review rights, or see the Department's feedback page.
Compliments and suggestions
Feedback of any kind helps. We never offer incentives for reviews, and we publish client stories only with written consent.
Our promise
Making a complaint will not affect how we treat you or your matter. We keep a record of complaints and what we did about them.