Login / Join
Australian Immigration Daily News
Breaking Australian immigration news brought to you by Migration Alliance and associated bloggers.
- Font size: Larger Smaller
- Hits: 32341
- 65 Comments
The anguish of being a registered migration agent
Nobody ever tells you how hard it is going to be when you first sign up to do the RMA course. At first it seems like a very cool and perhaps prestigious way of earning a living. Not only that but it seems like a living where helping others to achieve their dreams of a new life in a new country will also have an altruistic aspect to it.
Little does anyone know how hard it really is to be a registered migration agent.
Let me tell you a little bit about my suffering as an agent since 2001 so that somehow I might be able to comfort you in your time of grief. I am not sure how to write this other than to list the various client issues, OMARA complaints and other such things I have been through.
Firstly, I had a client once by the name of Rort (not his real name). Rort if you are reading this you will be able to identify yourself. Rort was referred to me by my father who sat on a board of executives with him. He was originally from South Africa and now in Australia. He had a daughter who he wanted to remain in Australia, but refused to get her a student visa because he didn't want to pay for it. Instead he kept flying her in and out of Australia on visitor visas. I told him to stop doing this as it was not the primary intention for his daughter to come here and study full time on visitor visas. He didn't listen. Eventually the DIMA (as it was called then) cancelled the daughter's visa and guess what? Rort blamed me. Not only that but he told my father that unless we did a MRT application for his daughter he would be very angry. He told my father 'I have had people kneecapped for less than this'. My father passed this message on to me and told me to be very careful. I considered going to the police. However as I was in Brisbane at the time and Rort was in Mosman, Sydney, I decided to leave it. I also didn't want to get dad into any serious social or business trouble.
Then there was a French client with a tattoo on his neck who wanted to see one of the agents who worked at Visacorp. He was not available to see the French client as he was on the phone and had not made an appointment. The French client walked into the agents office, past my desk and dragged him out of his chair and held him up against the wall by his neck. He wanted to talk about how to stay in Australia and he wanted to talk about it right now.
Then we had a client who wanted to see me because the DIMIA (then called) was taking too long to process his 457 visa. He had become overly frustrated and would not accept the advice we were giving him over the phone. He decided to come into the office and demand to see me and if I did not see him to tell him face to face that his visa was being processed, there was nothing we could do, that he would stay in the office until I came out and saw him and told him again. I had to walk out and tell him (and his friend) who decided to shout at me for the processing timeframes being my fault. Then they decided to start yelling at me because I am an agent and I am supposed to make everything go faster for the client. I told them to take a seat and that I would call the police who would be able to come and help them leave my office.
Then there are the clients that simply refuse to pay. Then they make up complaints when you ask for your final fee from them as if in some way to justify not paying a fee. Any complaint will do for these types of clients. Complaints range from 'lack of contact' or 'not responding quickly enough according to their exacting standards' or 'not telling me that I needed to do XYZ' despite them having been told plenty of times. These clients think that by taking their complaints to the Office of the MARA and dragging the complaints out that I will buckle in and give up as it is just too hard to deal with it all. The OMARA investigate heavily and come up with nothing each and every time. Never a suspension. Never a cancellation. Just hours of wasted time.
I have had plenty of complaints against me by clients over the years. Some have ended up with s308 interviews. One client in particular by the name of Peter, was not in fact a client. He decided to complain about me because he submitted his own application. Before he did this he came to see me and I gave him some advice and sent him a fee agreement to proceed with my services. Did he take up the services? No. He went on without me. He then accused me of being his 'agent' after it was refused. This dragged through the OMARA for about 12 months and wasted so much of my time. In the end, Peter was found to be the culprit for his own doomed application. I was left with two massive files of documents and hours upon hours of wasted time trying to prove my innocence to the OMARA.
For all those clients out there that think being an agent is a walk in the park, think again. We are dealing with a highly volatile set of variables when choosing to take on a client to prepare, present and submit a visa application to Australia. Variables such as DIBP personalities, bias of case officers, client personalities, their partner and that personality, anxious and irritable people who want everything done yesterday, demanding employers who generally want to do the bare minimum to achieve a great outcome as soon as possible and the list goes on. There are PAMs and legislation to consider and then health and character of not only the applicant but their family as well, if the applicant declares their whole family in the first place (long lost kids, a first wife who disappeared and missing brothers and sisters). Then there are the clients who tell you they have't got a character record. Their record is returned to you for inclusion on the lodged application and it is 3 pages long full of crimes and prison sentences. That is what I have dealt with before. Clients will lie to get into Australia. They will lie to you. They will lie to themselves. They will lie to the DIBP and the skills assessing authorities. But somehow under our code of conduct it is up to us to determine that they are telling the truth. What do I say about that chestnut in the code? 'WHATEVER!' How is that even enforceable?
Last year I was looking after a protection visa application. Fees all paid. Wonderful client. Great claim. Client was obviously killed or went underground to save his own life. I think the former. He was on the run in Afghanistan with his family. First, contact every single day. Then one day, no contact. No contact ever again. A life cut short. A future in Australia gone. A chance for me to help gone. Sometimes it does hurt.
Or the protection visa I did for a white South African 44 year old intellectually disabled female. The case officer interviewed her to determine her claim. The poor woman was so intellectually challenged she didn't fear for her life in South Africa, being on her own as a single white female with the intellectual capacity of a 4 year old child. This was a sad story which made me cry on more than one occasion. The client was bashed in-utero whilst her mother was pregnant which cut off the air supply to the baby. As a result the intellectual problems were created. I eventually got this client PR here through protection. There was a lot of pain and suffering as I put together the case and listened to her auntie tell me the stories of rape and violence. Sitting in the meeting room I was reduced to tears on more than one occasion. I just wanted to get her PR. And I did.
My favourite client, and I really mean this, was a guy called Matt (not his real name). Matt was a British wide boy from Essex. After submitting many 457s for him and various companies he worked for, he was on the path to a very successful career. A real wheeler and dealer with his nose in everything. Then one day he arrives in my office sweating, out of breath and asks me to help him. He told me that men were waiting for him outside his office dressed in black coats and that he could not go back there as they were going to kill him. I took him into my board room and locked the front doors to my immigration practice. he explained that he was frightened for his life and that a couple of deals had gone bad and that these men were after him. He was very twitchy ahd could not stop moving. I explained I was going to call the police to get him protection. I was not sure what to do other than to call the police. He agreed as he wanted help. They police arrived. Approximately half an hour later, Matt was sectioned and taken to a mental hospital, later diagnosed with bipolar and rapid cycling. He was dosed up to the eyeballs on drugs and was unable to see his son for a while. Matt is now out, married and has a new young son. It was anguish watching him being led away that day by the police.
If you have any similar experiences as an agent then please feel free to share them. I no longer take on clients because I am quite frankly sick of the anguish. I keep my registration simply out of some sick personal need to 'remain an agent'. Now it has become like a badge of honour. These days I prefer spending my time helping other agents.
Hats off to all RMAs who are able to battle on year after year with intolerable clients and case officers who seem to have developed an art form out of 'blocking' techniques. Is there some kind of manual in the DIBP called 'How to shut down communication with a RMA and deal directly with a client' with a subheading 'achieving the result you want by removing the agent from the equation'.
Yes, this is just a rant about the worst type of clients, and yes, there are awesome clients too. That will be a story for another blog.
By the way the Migraton Agents Section at DIBP in Canberra are decent human beings and I like them very much. That's probably because they aren't client facing.
Share your story.
Comments
-
Wednesday, 29 January 2014There are certainly many good parts to the job - always a great feeling when PR comes through for a client. However, our job can be very isolating, so it's also good to hear that other agents experience the same issues.
Wow Liana, this post has gone off haha
-
Wednesday, 29 January 2014
Great story, Liana. I am not sure that knowing others are doing it tough too is any relief, though. I try to avoid "potential problem clients" particularly those who want discounts [who will then proceed to phone you 3 times a day and bombard you will emails believing that they will get better value for their money if they can occupy as much of your time as possible] or those already know it all- "my friend was in exactly the same situation and he/she got a visa" I am also wary of people who are inclined to say "yes" before actually absorbing the question.
Migration Agents do not all have qualifications in behavioral science and even that would not guarantee that you might know when your client is lying or what adverse information may arise in future.
We may or may not be able to pick our clients but one thing is for sure, you can't pick [or shoot] your case officers. Some are great, some indifferent and some are grossly incompetent. DIBP is also so inconsistent with its processing standards as to make it very difficult to give a client accurate advice. I have had partner visas granted in 2 days and waited 15 months for others to be allocated, both lodged within days of each other, both decision ready. Clients are never thankful when they are required to pay to undertake new medicals and police checks, especially when the fees are increasing year by year.
One thing that has changed for the better since I first started out is that costs for Legendcom, CPD and Professional indemnity Insurance have all decreased [largely due to initiatives by MA] saving me around $1500 p.a.
I, like many agents, always struggle to meet costs, particularly for Registration fees which always seem to coincide with a lull in business activity.
My successes are personally very rewarding but always tempered by those people for whom no amount of help will achieve the desired results.
All those thinking of joining the profession should ask themselves these questions.
Do you like roller coasters - emotional, financial and that feeling you get in your tummy when you are believe you are going to crash? Do you want to live on one, day in-day out?
Do you understand that you get locked in because there are always ongoing cases?
Do you like holidays being interrupted by clients, case officers or concerns for cases?
If so, come along and play- you are sure to enjoy it!· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Too true Robert!
-
Wednesday, 29 January 2014
I am too busy to comment for too long as I need to ensure that I dedicate the most time for my beloved clients as well as comply with my code of conduct especially record keeping and file management. There was once, not even my client (as he was my colleague's client) was very aggresively stabbing his finger in the air pointing towards me and abusing me with his foul language due to long process of his partner permanent residency under family violance as he was abused by his Australian partner. I wonder if I am covered by my professional indemnity insurance if I am in hospitalised or even lost my life if something happened due to nature my work?
· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Hi Liana,
you are doing an excellent job helping people's dreams come true. In every profession you always find some challenging clients. However you see the nice ones as well which is a pleasure working with them. very well written statement and we need people like you in the profession at least to help those who are genuine clients with real needs to help them get to a safe heaven. Good luck with your decision· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
What a great post Liana! I have had those clients that call all day everyday just to be told the same thing over and over, I have had the non paying clients with whom i have gone over and beyond for that complain about finances (when i generally deal with medical practitiioners earning more than 250K+ a year) I have had sleepless nights where i am so stressed about a case/client that i do understand why you do not take on clients, however on the flip side, everytime i get an approval - i get so excited like it was my first approval and then i realise that my job eally does make a difference to people's future and that is what keeps me going!
· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
I still run a migration agency (which i will not advertise on here) but I don't take on matters. I support my agents with their work and direct the business. If any of you ever need a hand just email me help@migrationalliance.com.au
-
Wednesday, 29 January 2014
liana ,i am new to this industry but feeling very at home already ,i guess now i understand why you like a bottle of shiraz .James
· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
It's got to be good shiraz.
-
Wednesday, 29 January 2014
The henchmen from the gestapo (MARA) came for me one day (out of the blue, in writing) saying I had misled a person regarding a visa application. This person had been interviewed at my office regarding an application for a spouse refusal sub 309. I investigated whether or not to go to appeal with MRT, but the case had many problems, and I decided it would not win, also by the time it got to the MRT, a fresh application was a better option. I decided to help her with the forms and evidence rather than lodge the new application for her. This person would front my office demanding to be seen without appointments on two occasions. On the second occasion she marched into my office demanding to be seen. My office does not have a reception area and I don't have a secretary to guard me. I was working on a case for Rem / Rel at the time with docs and forms scattered on my desk she plonked her carrier bag and proceeded to take her forms out of the bag and spread them on my desk much to my protest. I told her she needs to make an appointment. She scooped up all her forms and with it the medical forms for the mother and daughter from the rem rel case. Of course I tried to get them back after I realised they were missing. She lodged a complaint to MARA saying I gave her these forms. This was the old days before HAPs and online stuff. The medical forms had my clients photo's on them. They clearly did not belong to her. why would I give her these documents was my initial plea to MARA. But no the gestapo threatened me and said I was not running my practice properly and not managing my clients files etc..etc.. the case dragged on for 12 months the file was bigger than any migration file I have ever managed. They threatened me with countless breaches of the code. I was worried sick and recruited help from two senior migration agents here in Perth to take on the MARA. Also I even asked my father for general advice. At the time I had been a migration agent for 10 years and considered seriously about leaving the industry. But you can't can you, once your in, your in for life because you need to stay registered for your other clients. They MARA dropped the case. I wish I could have 5 minutes in a room with the MARA man I dealt with at the time. That was 7 years ago. But you walk on a tight rope with clients that's for sure. Mostly clients are great. I had a RADO watch bought me this week.
· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
That's right. Spot on and great comment. My favourite was 'henchmen from the gestapo'.
-
Wednesday, 29 January 2014
Wonderful Piece Liana. It is a very stressful job without doubt. The only time you feel happy is when PR comes through for a client, especially for refugee clients.
· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Liana, I felt great reading your difficult situations. I was the social worker in a NGO and my first "client" was 64 year old semi skilled worker from Mainland China working in Christmas Island for many decades. He was single, could not speak a single word of English, shy, a lonely figure, without a days absence from work.. In 1987 he was being retired and wished to have his wife re united with him on retirement. He left her in China about 40 years ago and has not seen her since than and the communication between them hardly existed. I was given the task of bringing her to Australia an uniting the couple. In the late 70s the Immigration Department was run like a "Gestapo" style organisation ,totally discretionary on the part of the officers, not colour blind, I was not deterred received my ground work training how to deal with stubborn Departmental officers and after many months of to and from marching to their office I managed to get the wife in to Perth, Boy what abgrand reunion with the media and the works . The most beautiful sight was the quiet but internalised deep joy in the old couples' heart.
This was sharp contrast to my escape from the Punjab Mafia, assisted by the Australian government, when I had to jump bail and flee India in 2002.,· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Robert could you let us know more about your escape from the Punjab Mafia in 2002 when you jumped bail? What did the Australian government do to assist you? Were you a political refugee? This is an amazing success story in the making.
· Colin Soo likes this comment. -
Wednesday, 29 January 2014
Absolutely. The refugees represent the clients who have come the furthest. From absolute despair to absolute fortune. The amazing transformation of lives is what counts.
· Colin Soo likes this comment. -
Wednesday, 29 January 2014
Building trust and confidence between teh Agent and Client is paramount. If trust is not there then your role as agent is diminished. Thankfully I have not had any bad stories as those reported above. Although I have seen clients who are refugees going though pretty tough times trying to be reconciled with their family). As an agent we can not guarantee the outcome of any visa application. What we can do is ensure that they have the best chance of success and that relavant information is conveyed so as to no hamper or diminish that chance of success. You get to know your clients well and in many cases you become good friends. The period of waiting off shore is the worst part. An onshore application is not as bad as you are more often then not granted a bridging visa and allowed to stay in Australia while you application is assessed. the hard part is the insecurity that a client goes though waiting for a decision. You try to reassure them as best as you can based on the information provided. The greatest fear is the unknown. Not knowing if there are any issues that you should have been informed about. Frustrating moments as you wait for documents, and the deadlines are fast approaching.
I have a general rule I do not take on clients unless I think they have a responsable chance of securing a visa.
But the real reward comes when the system runs smoothly and you have played a significant role in a persons life changing moment.
I am reminded of a time I visited a school in Ukraine as part of a cultural exchange program and a young girl asked me (in perfect English) as I walked in how I was. Without thinking a replied good thank you and this young girl lite up with a huge smile which took me by surprise. It turned out I was the first foreigner she had ever met and this was her first experience in speaking another language to a foreigner. Her smile was the best reward I could ever had received and it reminded my of the first conversation In had in a foreign language. I too smiled on that day.· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
I have a family from near the middle east (disguising location ASIO) who I consider the clients from hell. Arrived on visitor visa, transferred to student guardian sc580, failed to meet conditions, had visas cancelled, didn't respond to DIBP correspondence, divorced, handed kids to other guardians, applied for care visa, refused a carer visa, applied MRT, guardianship not approved, husband with new partner and applying sc820/801, facing section 48 and condition 8534, waiver request refused, and now on sc866. The nightmare continues, however they are not giving up and nor am I.
Happy advising· Colin Soo and Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Dear Liana,
I understand your pain even though I have only been in this profession for a few years only. I will share more of my stories later however I would like to share my frustration with DIBP as yesterday I had sent a few follow up emails on couple of visas and magically one of them was approved within the hour. After 3 hours of my initial follow up email I received a response (not automated) that there was no case officer on the file which was already approved. Clients do frustrate me as I am sick and tired of the lies and the story changing every time and I land up losing time and money. However what frustrates me more is the delayed processing time and the lack of responsibility from DIBP. A case officer can purely take their sweet time and clients have to do medicals, police clearances again and again and worse even, I have had clients who had applied for a visa on their own and have had a valid visa application for months and have now been told that they had an invalid application with no MRT of course. How is this fair or reasonable for a Govt Department to do this. The least they can do is really check what a valid application is at the time of application. We are told to refer to the legislation and that we should know. How many of us are out there who know things do not work the way they should be? I am sick and tired of being at the knife point of the clients, MARA, DIBP and the challenges of the ever changing legislation. I sometimes do not know why I enjoy migration as a subject when I have to deal with all this. I must say it was easier working for the Govt than having to deal with them and their inconsistencies. I recently found out that one of my clients lied to me about their dependent child's health and now we have to do a waiver (more work). The client does not even want to pay additional for the work required and I feel impelled to do the work without getting paid or else my client would miss out on the last chance. Where does our responsibilities stop and where does the client responsibility (if any) start. I feel that I am only thinking about the client, MARA and DIBP and there is no consideration for me as professional at all.· Liana - Allan likes this comment. -
Wednesday, 29 January 2014
Question - why do the OMARA and DIBP make our jobs harder than they already are?
Immigration blog
James, I am about to write a sequel blog called 'the joys of being a migration agent'. There have been some awesome moments but most of them have been about helping my colleagues. I really love helping migration agents. That's my niche skill it would appear.