A common cause of complaints is when registered migration agents do not communicate well with their clients. Use these tips to avoid misunderstandings with your clients.
Tips to succeed with clients
Follow these guidelines to keep clients informed and help avoid complaints.
Keep accurate records
Good records are important when resolving disputes. To help protect you and follow the
Code of Conduct:
- keep a copy of your contract (service agreement) signed by you and your client
- keep records of all advice you provide to clients
- send copies to your clients for their records.
Provide the right documents
You can avoid misunderstandings by giving your clients documents that show:
- how you assess their application's chance of success
- the contract you have agreed to which covers the service you want to provide and for what cost
- how they can access details about their visa matter, such as links to application processing times.
Tell clients what to expect
Clients need to know:
- what documents they need to provide and when
- how long it will take you to prepare a visa application
- how long it will take the Department to process their application after it is lodged.
Check in with your clients
It's not enough to just give clients information. You also need to check they understand it. Make sure you:
- check your client knows about all fees including your own and any other costs
- provide your client with regular updates about the progress of their application
- let your clients know if you will be away and how you will handle any deadlines during that time
- let your client know the outcome as soon as you do.
