If You Aren't Happy With Our Service...
Global Visas consultants are required to:
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Act competently, in a timely way, and in accordance with instructions received and arrangements made.
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Protect and promote your interests and act for you free from compromising influences or loyalties.
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Discuss with you your objectives and how they should best be achieved.
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Give you information about the work to be done, who will do it and the way the services will be provided.
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Charge you a fee that is fair and reasonable and explain how and when you will be billed.
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Give you clear information and advice.
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Protect your privacy and ensure appropriate confidentiality.
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Treat you fairly, respectfully and without discrimination.
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Keep you informed about the work being done and advise you when it is completed.
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Let you know how to make a complaint and deal with any complaint promptly and fairly.
How To Make A Complaint
If you are not satisfied with the way a Global Visas consultant has handled your application, we would like you to let us know and give us the opportunity to deal with your concerns.
Please start by communicating your concerns and the reasons why you are not happy. Please talk honestly and openly to your consultant: we all welcome the opportunity to put things right.
If you feel awkward raising the matter in person with your consultant please put your complaint in writing and post or email it to the consultant with a copy to info@globalvisas.co.nz
We will acknowledge receipt of the complaint within 24 hours. It will be reviewed by the consultant and by our Director who will give you an initial response within 7 days. When we have reviewed the case we will suggest a meeting to try to resolve the situation to your satisfaction. We’ll arrange further meetings as necessary and keep in touch until the situation is resolved. Our goal is to have any complaint resolved within 3 weeks of it being received.
What If We Can't Agree On A Resolution?
If the case is not resolved to your satisfaction you have a range of further options open to you including a complaint to the Immigration Advisers’ Authority, the government body that oversees all registered immigration consultants operating in New Zealand.
Their contact details are:
Immigration Advisers Authority
PO Box 6222 | Wellesley Street | Auckland 1141| New Zealand
Freephone (NZ only): 0508 422 422 Tel: +64 9 925 3838
Email:
info@iaa.govt.nz Web:
http://www.iaa.govt.nz
