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RMA communication with Australian Post in New Delhi
I decided to share my experience of communication with Overseas Post in relation to few cases we are involve in on behalaf of Indian clients. Has anyone experienced being RMA ignored in communication by case officers? Not being notyfied about occured direct communication ? I have 5 cases where the RMA has been ignored, contact made by the officers directly to visa applicants or sponsors . When we brought the matter to feedback unit attention I got an answer saing it was our fault as we provided wrong e-mail adress in 956 form ( interesting as the form 956 is generated by Migration manger we use for all cases). After insisting on further action to avaid being ignored in the future I got 3 e-mails with assurance it will never happen again .... nex day the same issue ocured . Acording to my knowledge this sort of action is breach of the migration regulations . Anyone has an idea how to fight it ? I hate being informed by my client about progress of the case of documents requested.
See one of many e-mails assuring me that illegal activity of overseas mission will not occure : Normal 0 false false false EN-AU X-NONE X-NONE MicrosoftInternetExplorer4
From: Overall, Gus [mailto:This email address is being protected from spambots. You need JavaScript enabled to view it.
]
Sent: Wednesday, 4 September 2013 4:16 PM
To: Piotr Ferenc
Cc: Wilson, Tania
Subject: RE: : CASE- 2013/046860; Ms. …… Your Matter (Our ref: KA……) [SEC=UNCLASSIFIED]
Dear Mr Ferenc
My apologies that this has been occurring.
I have used your example to remind all my staff this morning that they are to ensure that when processing a Family Migration application that all contact is made through the legally authorised recipient for that application. For the occasional circumstance where there is direct contact made between the applicant and the department and this contact is unbeknownst to the authorised recipient, then the case officer is to notify the authorised recipient of that contact immediately after it has taken place.
Thank you again for bringing this to attention.
Gus Overall
Senior Migration Officer
Department of Immigration and Citizenship
Australian High Commission New Delhi
Comments
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Friday, 06 December 2013
Hello Meenu,
Thank you for your comments. I suggest to contact feedback@immi.gov.au instantly any time you experience such a arrogancy. We have to fight back to make a point we deserve respect as professionals in most cases better skilled and educated in migration matters than Decision makers. I lodged onother case to feedback unit yesterday - will keep you all posted. -
Saturday, 07 December 2013Thankyou
will definitely do this. -
Monday, 09 December 2013
This has happened to us as well. One rule for us and another for them.
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Monday, 09 December 2013
Hi Folks,
It is always the way that o/s posts will choose to contact the client onshore rather than RMA offshore. This has been going on for years and not just at New Delhi. Bangkok and Manila also proscribe to this course of action. The excuse [reasoning] is that only official correspondence is required to go to authourised recipient [such as refusal letters] and case officer has right to verify, from the client, any information they deem appropriate. This is obviously an issue because the case officers often intimidate the clients without the buffer of RMA knowledge and support. The fact that the Senior Migration Officer mentions that RMA will be notified after, and not before the event indicates the intention of intimidation. The fact that this still occurs indicates indifference, incompetence and/or intent. -
Monday, 09 December 2013
I also very ugly experience with New Delhi AHC in regards couple of applications. I agree to Meenu's comment that the person taking calls are very unprofessional, do not transfer to case officers and adamant.
a few issues from my past experience as listed ab below:
If you write any email they do not respond to you fior at least 72 hours or so.
Some case officers are there who do not even know the laws, just a mere Non-Genuine applicant is the reason in the response and he refuses the application without reading our submissions, supporting documents and the cases are closed with refusal note of Non-Genuine application.
I had this extreme experience with "Ajay Singh" "Bhavna Bhambry" and many more local Indian recruits.
I believe this attitude is maintained only to RMA's from Australia only and the local Visa brokers are given different treatment.
I request a survey must be conducted for refusal % of application submitted from Australia by RMAs.
Given me a choice I do not want to deal with any application AHC with New Delhi, because of 98% refusal chances with incorrect application of law; while our clients face prejudice of local staff working at AHC New Delhi. -
Monday, 09 December 2013
Same here......I am happy with this response.
Dear Ms Dickenson,
Thank you for your feedback provided to the Global Feedback Unit (GFU) regarding the incorrect entry expiry for your clients XXX and i XXX. I am responding in my capacity as Senior Migration Officer for the Visitors Team at the Australian High Commission, New Delhi.
Firstly, let me apologise for the imposition of the incorrect entry date in both applications. This was an oversight on the case officer’s behalf.
Today I have instructed the case officer to alter this date in line with your client’s request and the last day to arrive now stands at 28 May 2014. This should more than adequately meet your client’s requirements.
The notification of this decision was emailed to the nominated email address simdickenson@hotmail.com earlier this afternoon (New Delhi time).
In relation to the case officer not contacting you when talking directly with your client, I have counselled her about this. Unfortunately, the officer has been working in the team for only a short time and this was an oversight on her behalf.
I have reiterated the obligations we have under s494D to the case officer as contained within the Migration Act.
Lastly, in relation to the name of the officer, the name format is automatically generated via the department’s visa processing system. When the application has been finalised, with either a grant or a refusal, the officer can select the appropriate notification from the system itself.
This will then generate a word document (that you would be familiar with), which than then be emailed or posted (depending on the client’s preference).
I am more than happy to provide your feedback back to the systems people in Canberra that these documents should provide the full details of the case officer. I cannot guarantee that this will change in the future as all such forms of communication have been cleared by the department’s legal section.
However, it cannot hurt to ask.
I would once again like to apologise for the mistakes made in relation to your client’s visa applications and I trust that any future dealings you have with New Delhi will be more positive.
Regards,
David Simons
Second Secretary (Immigration)
Visitors Team
Department of Immigration and Border Protection -
Monday, 09 December 2013
Wow, if I ever got a reply like this to any of my grievances I'd frame it and hanged on the wall of my office to remember that decency is still alive!
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Monday, 09 December 2013
Simone,
I perfectly agree in regards to obligations under s494D. In my opinion intention of legislation was to channel all communication through authoised receipient - not inform RMA post factum after the contact has been made. It is overinterpretation of DIBP's .
I instruct all my clients to refuse any communication with overseas mission representatives on the grounds of 956 form being lodged . My clients are not suppose to answer any questions without proper notification being prepared to discuss often crucial matters to teghir case . I insist on that while dealing with overseas post and clients - get the name of the officer , contact details - RMA will contact them on your behalf. If the interview is required for purpose of decision making - the time and date must be set up in advance in my opinion. We, as RMAs have right to attend interview of our claint in person or over the phone . How can we do that without notification prior? -
Monday, 09 December 2013
very well presented Poitr
I know in the past they contacted my clients without any notification, sometime they were on the road where they can't takle mobile call still they were forced to do so.
Just an excuse of Non-Genuine does not make any sense, this happened to my recent client who applied for visitor visa while her husband is in Australia, this client visited Europe more than 10 times and returned however the AHC New Delhi case officer said I do not believe she has any reasons to return back home??? what is this, this is prejudice and incorrect assessment of application; incorrect application of law and create further frustration.
I believe I have been vindicated too because some cases I escalated to Global Feed Unit and concerned Managers in Australia.
I want DIBP / DFAT to publish statistics the cases were decided by local staff?
I believe the 2nd secretary and DFAT visa officers are not serious as what is happening at AHC New Delhi. -
Monday, 09 December 2013
I was happy and very shocked....I found global feedback to be great for me and the issues I have had...!
I am going to frame it..
Simone -
Monday, 09 December 2013
Here are his details for anyone who would like a positive experience or a whinge...
David Simons
Second Secretary (Immigration)
Visitors Team
Department of Immigration and Border Protection
Australian High Commission, New Delhi
Telephone: +91 11 4122 1000
Fax: +91 11 2688 7536
Email: david.simons@dfat.gov.au
Website: http://www.india.embassy.gov.au -
Tuesday, 10 December 2013
Respected Sir,
I am not sure what is happening to the Skilled – Regional Sponsored visa (subclass 475), I had applied for this VISA based on my Migration Agents advise and the priority moved from priority 4 to priority 5 and every year we were getting disappointed with the kind of responses we were getting from DIAC. We got confirmation that our application had been lodged in 2010 June and till now we have no signs of any movement with the processing as the status in the allocation table still states Allocation not commenced*. Please can you advise if there would be any progress and what is the normal wait time for processing a VISA in this category. Appreciate your response eagerly... -
Monday, 23 December 2013
Dear Gus,
I was assured that the measures to stop ignoring legislation that requires communication with RMA or notify us of intention to communicate, will not be breached .
Unfortunately it is still happening - already 6th time our clients have been approached directly without our knowledge by your staff:
Below information about phone call from Immigration in India directly to applicant
Visa application 457
Applicant KxxxxxxxA, Axxxxx vvvvvi (00/01/00,F)
TRN: EGxxxxxx1
I am really tired pointing out your mistakes constantly and being ignored on the matter .
Please explain whether breach of law by your office will be stopped or not .
I am prepared to escalate the issue to ombudsman .
Kind regards
Piotr Ferenc | Registered Migration Agent | MARN 0743766 -
Friday, 21 February 2014
My brother has submitted the application for visa processing.with his wife as an applicant and him as her dependent.his documents was forwarded on date 7th jan and his class starts on 18th april.sice he has nt been asked for medical has made both husband wife to worry.i knw the reason for delaying in visa these days.bt can u plz let me knw exactly when they will b askd to submit the medical report?
Hoping for your kind response... -
Saturday, 22 February 2014
Dear Prasansa
please contact me on advie@aussieimmi.com or call me +61288366305 and let me know if I can help you further. -
Friday, 21 February 2014feedback@immi.gov.au might be your best bet or ian.cheung@immi.gov.au who is the Manager of the Global Feedback Unit. Hope it works out Prasansa.
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Saturday, 22 February 2014
I am sick of it and given up for time being...
IO refer to my Student visa withdrawal dated 18/01/2013 and requested DIBP New Dehli to close the matter and advise me, I can only see an Indian staff Heman Raj and Jitin Kumar have read my email and till to date I did not received confirmation that visa applciation is withdrawn and client original documents are also not been returned.
although I do not have evidence, yet I feel like other Indians, it is another level of corruption where no wants to take responsibility to act according to Australian law.
Just imagine out of our busy schedule and over load of client's work, how much time we need to waste with Australian Indian mission and teach them as what they are supposed to do under Australian law....
The High Commission and 2nd Secretaries need to review the internal process and punish the local Indian temporary recurits if they do not keep SLA and deal accordance to Australian Laws.
I am still waiting to hear a suitable response from 2nd Secretary or responsible officer and not an Indian recruit. -
Tuesday, 25 February 2014
Hello, i am sujan neupane from.Nepal. I appiled student visa 573 with cqu coe to AHC new delhi and i already done emedical before i logged my application in jan 2. In jan 3 , i submitted my application to vfs kathmandu but till.now i don't get any response from.AHC. I already missed my class and orientation and i have provided extension until march 7. So i have vey limited time to reach university. My agent or i made lots of inquiry to AHC but they come up with yr application is underprocessing. How we can contact to case officer and i am confused about high commission assessment for visa.
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Saturday, 05 July 2014
Hi my name is kulwinder Singh I have put the application student visa 572on 29 Nov 2013.when my agent filled the form question 11 he claimed to be never married but I was divorced by my ex spouse.30nov I got married again. I had a interview with case officer neha kak she asked me when u got married she got 13 Nov instead of 30 Nov.my agent send the divorced certificate for my previous spouse.she got confused she write on the letter you are saying your current satus is married but your agent saying you are divorcedso I u are giving misleading information to department.she refused my application plz help me because I have not provide any misleading information thanks
Immigration blog
Hello Piotr Ferenc
Dear fellow Migration Agent, I have also experienced a similar incident when I called Australian High Commission call centre helpline regarding one of my cases. The front line staff that needs to be professional, ethical and helpful to answer my query but she was acting as a decision maker stage gate. She was Rude, UNapologetic, abusive in the manner she spoke to me where I was requesting and explaining the circumstances under which I am calling and want to have a word with Case officer. On my persistent request she was adamant not to put me through the team. And said to words " leave it to us where is your application stand" I requested something else and she responded back "dont you even know this" etc etc. I was shocked that being a representative of Australian High Commission someone can speak in such a belittling manner.
I has to changed the phone number I was calling from Australia to get through another Call centre support officer who actually put me through but it was too late for case officer to look at. My client had to change few things on his end which caused him additional AUD 357.
I explained to her - It is our duty of care toward people who submit their application that the request should be looked with sometime empathy and judgement has to be made. She was acting as a decision maker and arrogant and abusive in her tone even for the account she has nothing to do with.
I have the same question, how this can be addressed. Who will tell these call centre staff that they need to courteous and professional at all times and dont try to filter and thwart Applicants and RMA if they have made earnest request to speak to case officer. I am a practising RMA for last three years I have spoken to 100 of times with people in Australia. They have answered and addressed my requests to utmost professionalism, courtesy and respect.
My Gus Overall I would request you to monitor and correct such behavior. If it’s not addressed right now, it will creep to other members of team.
I did not know who to contact and luckily come across the with someone else with same issue. You can understand there will be lot of other people who would not know and would have left the idea to bring to your attention and just hoped they get someone better over the phone next time.
I would really appreciate if you need any more information from me to correct such issue if you like.