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Complaints

How to make a complaint

You will not be treated differently for complaining, and it will not affect your application. That is a professional obligation, not a reassurance.

You can complain to us, or to the Authority, or both

If you are unhappy with immigration advice or service you have received from ProVisas, there are two routes and you do not have to use ours first.

You can go directly to the Immigration Advisers Authority at any time. It is the government body that licenses immigration advisers in New Zealand, it is independent of us, and it investigates complaints about a licensed adviser's conduct or competence.

Most people find it faster to raise it with us first, because if we have made a mistake we can usually put it right quickly. That is a practical point, not a requirement.

There are time limits

The Authority applies time limits to complaints. If you are unhappy, raise it rather than waiting to see whether things improve. A complaint made early can usually be resolved. One made after the limit has passed often cannot be considered at all.

If the person you dealt with was not licensed

Giving immigration advice in New Zealand without a licence or an exemption is a criminal offence, and it applies to people operating from overseas as well.

The Authority takes complaints about unlicensed people as well as licensed advisers, and you do not need to work out which category someone falls into before complaining. If you are not sure, you can search the public register yourself.

Complaints about this website

If a page here is wrong, out of date or unclear, that is a correction rather than a complaint, and it is genuinely welcome. Email contact@provisas.co.nz with the page and what is wrong with it. An error on a page like this can cost somebody money or a visa, so we would rather hear about it than leave it up.

Our process

What happens after you complain to us

  1. Tell us what happened

    In writing if you can, because it helps us get the detail right. Include your name, how to reach you, what happened, and what you would like done about it. Any reference number helps.

  2. We acknowledge it

    We confirm we have it and tell you who is looking into it. If your complaint is about a particular adviser, someone else handles it.

  3. We look into it

    We review the file and the correspondence, and we may come back to you with questions. If it is going to take longer than expected, we tell you why and when to expect an answer rather than leaving you waiting.

  4. We write to you with the outcome

    Including the reasons for it, and what we are doing about it if we got something wrong. If you are not satisfied with the outcome, the Immigration Advisers Authority route stays open.