How to make a complaint
Email info@visaprolink.com.au with the subject “Complaint – VisaProLink”. Please include:
- Your name and the email address associated with your account.
- The inquiry or business involved, relevant dates and a description of the concern.
- Any relevant screenshots or correspondence, with unrelated personal information removed.
- The outcome you are seeking and any communication assistance you need.
Do not send passwords, passport copies or other sensitive documents unless we explain why a specific document is needed and how to provide it appropriately.
What happens next
We will acknowledge your complaint, review the available information and seek clarification where necessary. We aim to respond within a reasonable time, explain our findings and any action we can take, and provide an update if the review needs more time.
We handle complaints respectfully and limit sharing to people who need the information to assess or respond to the issue, or where the law requires it. We may need your permission to share relevant details with a business. Raising a complaint in good faith will not itself lead to a penalty on your account.
Complaints about a professional
VisaProLink can review platform conduct, misleading profiles and inappropriate use of shared information. We do not decide professional negligence claims, resolve visa applications or replace a professional regulator. Where appropriate, raise service or fee concerns directly with the business first.
For a registered migration agent, contact the Office of the Migration Agents Registration Authority . For a lawyer, contact the legal services regulator in the relevant state or territory. For consumer matters, your state or territory consumer protection agency may assist.
If you are not satisfied
Reply to our response and ask for a review, explaining what you believe remains unresolved. For privacy concerns you may contact the Office of the Australian Information Commissioner , subject to its complaint requirements. This process does not limit your right to obtain independent advice or use any remedy available under law.