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REFORM:
OUTCOMES OF THE REVIEW RECOMMENDATIONS
Development of a comprehensive communications strategy
A comprehensive communications strategy with a focus on consumer protection was developed in consultation with the advisory board and other stakeholders. Specialist multicultural communications advice was received. As recommended by the review, the communications strategy has been published on the website.
While the communications strategy provides a program for the future, some elements were commenced in 2009–10.
The Office of the MARA’s communications emphasis is on more extensive user-friendly material for culturally and linguistically diverse consumers. Research conducted during development of the communications strategy found that the website was popular with consumers, who use it to find registered migration agents. Consumer needs are catered for on the website with brochures in 15 community languages, including a list of agents registered by the Office of the MARA, an explanation of fees and what to expect from an agent.
The Office of the MARA has enhanced the website with improved security and privacy features and provision for partial online re-registration for migration agents. The agents’ section of the website also includes a full set of fact sheets, the migration agents graphic, and other topics such as the requirements relating to the maintenance of a professional library by registered migration agents and available CPD activities.
A CEO’s newsletter is presented regularly on the Office of the MARA website and is emailed to registered migration agents to provide targeted client service. Some topics covered in 2009–10 were an update on the Office of the MARA Integrity Unit, Privacy Awareness Week, and registration of New Zealand licensed immigration advisers under the Trans-Tasman Mutual Recognition Act 1997.
Improved complaints handling
Submissions to the review expressed dissatisfaction with the handling of complaints against registered migration agents. Resulting recommendations were aimed at making the process of assessing complaints more transparent for both consumers and agents. During 2009–10 the Office of the MARA developed and implemented reforms to increase confidence in the integrity and transparency of complaint handling. These were published in the Policy and Procedures Manual in August 2009. The new procedures were implemented through staff induction and training.
Consumers who make complaints are provided with increased transparency. If the Office of the MARA decides not to go ahead with an investigation following a complaint, the complainant receives an explanation.
