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Survey of New Zealand visa and permit applicants who have used an immigration adviser
Complaints
All applicants were asked if they knew how to make a complaint about an adviser. In total, thirty percent said they knew how to make a complaint. By status, 42 percent of licensed, 26 percent of unlicensed and 24 percent of exempt clients said they knew how to make a complaint.
All applicants were also asked if they had made a complaint. Four percent (n=47) of applicants had made a complaint (19 licensed and 26 unlicensed). The key reasons for making a complaint were:
- Adviser was not capable (n=22)
- Adviser was not competent (n=16)
- Adviser was dishonest or misleading (n=16)
- Adviser was negligent (n=14)
- Adviser breached the Immigration Advisers Code of Conduct (n=9)
- Other (n=10).
The 47 applicants that had made complaints had made the complaints to:
- Immigration adviser (n=22)
- Immigration Advisers Authority (n=6)
- NZ Law Society (n=2)
- Other (n=17)Of the 28 applicants that had made complaints to either their immigration adviser or the Immigration Advisers Authority, an equal number were satisfied as were dissatisfied.