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Australian Immigration Daily News
Breaking Australian immigration news brought to you by Migration Alliance and associated bloggers.
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RMA advised not to call DIBP main line 131 881
UPDATE TO THIS POST 09/04/2014: As a result of the negative feedback from many agents via this blog and other modes of communication a survey has been created on RMA satisfaction with DIBP service levels.
I have just received this email from a concerned registered migration agent:
"Hi Liana,
Can you please enquire if phone number 131881 is allowed for an RMA to call for enquiries?
I called 131881 and after being hold for 50 minutes, the telephone was answered by an officer called Sudeep.
The officer advised that an RMA should not call this number and forward enquiries to Agents Gateway.
I responded that I need to find out an answer to my question today and Agents Gateway took 3 weeks to get a response and I cannot wait for 3 weeks for an answer to my enquiries.
My question is I have a client who has a newborn and both parents are subclass 163 visa holders.
The client applied for the newborn's passport and has been requested a visa grant letter for the newborn in order for the Pakistan Embassy to issue the newborn with a passport.
I understand that a visa grant notification can only be granted if the newborn holds a valid passport and I wanted to confirm this.
The case officer responded that this time he will assist me but not in future. He put me on hold to find the answer for me.
After speaking with him, I asked for email address where I should send the newborn details.
He provided Adelaide Business Skills email address and I asked if he could transfer me to citizenship section.
He asked the reason why and asked for my MARN. He took down my MARN before transferring me to another 1 hour wait…"
Any migration agents with these problems please post them up here. I will be meeting with the Migration Agents Section in Canberra on Thursday this week along with Beatrice and Gary (Vice-Convenor and Treasurer of MA) and will be sure to put this on the agenda.
At last week's NSW CRG meeting the issue of 'not being able to phone anyone at DIBP' was raised and discussed heavily by David Prince, representing the NSW Law Society, and Beatrice Leoncini of Migration Alliance. At the meeting, DIBP were informed that whilst they are undergoing reforms and moving to online applications, e-lodgement, and drop-box visa applications, there is a huge problem where registered migration agents cannot get telephone numbers to contact the DIBP and email addresses are too generic to be of any use and often go unanswered.
The discussion covered issues that agents are now facing whereby they are using any DIBP telephone number they can find, sometimes resorting to calling previously forged contacts higher up the ladder in DIBP, in the vain hope that the person might be able to transfer them to the correct division and person. This is leading to agents 'wearing out their goodwill' with the DIBP managers and officers, persons whom they previously had good reason to call.
If there are any other cases like this one please post up here. Examples will be taken to DIBP. DIBP are interested in a relationship of trust with agents. The issue is it must be both ways and it must not be a DIBP management decision with no practical effect down the line, especially with public servants sitting on the 131 881 number. I think Sudeep at DIBP forgets that he is, in fact, a public servant. Our clients are to be treated fairly and with dignity, and more importantly Registered Migration Agents should be treated fairly and with dignity and respect.
Honestly I think it is pretty insulting to the RMA profession to be told by a public servant not to call DIBP's main number. It seems on the face of it that RMAs are treated worse than the public. At least the public are 'allowed' to call.
Comments
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Tuesday, 08 April 2014Poor Jennifer! I left the DIBP because I realised the maximum salary I was likely to earn was about $150K. Yes, DIBP loathe agents because we make them accountable. Agents know more than most case officers do which gives them the utter SH1Ts. I am now an agent and happily earning more than I ever would have working at DIBP in my dead end government job. Also internal politics are bad at DIBP. Not all officers have contempt agents. Just most. It's part of the culture of DIBP to have something to gossip about besides the visa applicants. That's usually how annoying an agent is.
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Tuesday, 08 April 2014Why call DIBP they don't know anything?
The advice they give you will not be in writing and if it is wrong then you take the rap for it.
If you make contact with them then they dob you in for failing to have sound knowledge.
Assume they hate you.
They are not interested in helping you help your clients.
If you want to know anything and you need independent expert and timely advice go to the Forum....that is where the experts are. they are your colleagues. They want to help you.
if they can't help you then ask me, I will help you.
Don't waste 50 minutes to speak to some bubble head at DIBP. -
Tuesday, 08 April 2014
For goodness sakes. The DIBP are wolves in sheeps clothing. Even a suggestion they want a relationship built on trust is a complete con job. The Office of the MARA is part of the DIBP. Agents are threatened and then reported to the OMARA by the DIBP for pretty much whatever a case officer would like to report them on. The regulator is there to strike us out of our profession and sanction us. If it is not clear enough read these words from the following link....
http://www.immi.gov.au/gateways/agents/contact/feedback/
As a registered migration agent, you must maintain a sound knowledge of migration law and procedure. You should consult the department's website, your colleagues or your professional library to answer basic queries. Otherwise, your action may be referred to the Office of the MARA for possible sanction.
Culture of trust and communication? Nope. Don't trust their lies. -
Tuesday, 08 April 2014
Jennifer Fong Tuesday, 08 April 2014
... "Will I risk the officer to lose his job while probably he has to feed his 2 offshore aged parents, wife and 5 children (He might once a migrant)?..."
I can understand your frustration (and even the aggressive tone) in your post, but there is no need to indulge in racist stereotyping because the call centre operator had an Indian name. You are only devaluing the justification of your complaint. Would it be okay for someone to make assumptions about you based on your name? -
Tuesday, 08 April 2014
Could we pleasepleasplease get that overused racist card out of a completely unrelated and otherwise interesting argument? Much appreciated!
For the rest of you, please go on and don't get derailed, I have just started to feel better for not being alone sucking up my bile on sooo many occasions for being held with contempt, or simply bluntly ignored by DIBP staff... -
Tuesday, 08 April 2014
Charu
Jennifer did not mention his nationality nor the word Indian. How do you know this person is Indian? My nephew has been given a name of Indian origin (Arjunna - Juna for short). He is a white Anglo mixed with Italian.
It is common for many people who live in Australia to be feeding aged parents, wives and children who live overseas irrespective of their nationality. I know that I have family overseas which I send money to myself. I am a white Anglo-Saxan with an illegitimate Jewish great grandmother. My nationality has nothing to do with it. Charu, Jennifer's 'tone' isn't aggressive for the following reasons:
1/ There is no sound so there is no real 'tone'
2/ Her posting is not aggressive but is considering the implications on this person's life if she is to lodge a complaint and he loses his job - I see it as compassionate.
Jennifer is Chinese Indonesian so she's also from part of Asia. I would like you to re-think what you have posted. I want you to consider whether it is you that has been aggressive and jumped to conclusions here.· Liana - Allan likes this comment. -
Tuesday, 08 April 2014
Was the person who answered the phone Indian?
Perhaps it was a call centre?
Does DIBP outsource to call centres? -
Tuesday, 08 April 2014
I also agree that the NZ approach should be adopted in Australia. NZ does not use the term agent either. I think the title doesn't help as well.
I had a similar contact problem this week when locked out of my Immiaccount for an inexplicable reason. There was a failure of the automated reset functions and the email for support aims to get back to you sometime in the next week (really helpful when you need to lodge urgently). There is also no published number to call. So the 13 number is the only option. After an hour and a half or so bouncing between people I was put through to a helpful officer who was able to reactivate the account. Its fine to have everything "automated" and "online" when its working but there are no contingencies for when it does not. By the way this officer also gave me the number 1800040070 for Immiaccount problems which may be useful to other RMA's who wish to avoid the 131 delay, of course if it was published in the first place....... -
Tuesday, 08 April 2014
Charu is this case officer your friend? How do you know they are Indian? Charu why is it bad if someone is sending money overseas to their family? And why would this be a bad thing if they are Indian like you point out? I send money to my parents and I am Indian. Who cares! The exchange rate is great and I need to look after them. I am not ashamed of my heritage or that I care for my parents. I care about being insulted on the phone by a DIBP case officer telling me not to call though.
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Tuesday, 08 April 2014
Charu,
Liana has jumped to my defence prior to me reading this post, but I would agree with Liana, I was not being aggresive and nor was I indulging in racial stereotypes. How can you assume that name of Sudeep belongs to a certain ethnic only? I take my post as compassionate as the case officer may be instructed by his supervisor to respond that way and this certainly is the management and training issues within DIBP. -
Tuesday, 08 April 2014
It is not unusual to hold on for an hour or two or an unfront message that the call cannot be taken. Emails are not addressed. I have sent several emails to Immigration about a partner visa lodged in December 2012, and have not had a single response to any of my emails.
Each time I had phoned 131881 I have always been asked for my Mara number and other details and assumed this was to validate who I am and my connection to the file.
I was asked this week whether I had emailed first and the officer spoke to me as if I was a child and in need of being disciplined. No I did not get his position number and cannot recall his name (my call related to a bridging visa not yet granted for an online application, leaving my client unlawful).
I also had a request for more information, but the email was not clear how the information was to be given (email to case officer or uploaded to ImmiAccount), and also no time frame to respond in. I emailed the CO to enquire re her preferred response and the time frame. No response to my email as yet.
As agents we should not be expected to phone the 131881 number and certainly holding on for an hour or two is not acceptable.
There should be greater feedback to agents re lodged applications. -
Tuesday, 08 April 2014
May I add to my previous post. Has anyone else lately experienced that Immi emails your client and not you in spite of a form956 uploaded to ImmiAccount and the lodged made via ImmiAccount? Some of my clients even get the visa decision email and then informs me!
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Tuesday, 08 April 2014
Guys keep the rage focused on the common enemy and the issue at hand not each other
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Tuesday, 08 April 2014
I am also frustrated with holding for long periods a dedicated line for migration agent would be great, Agents Gateway is not really a great tool when you need to find out something urgently.
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Tuesday, 08 April 2014
I think the whole story is rather sad for all concerned. I gave up ringing the department long ago and if in urgent need of advice I ring one of my friendly colleagues. If the matter concerns a case officer in particular section I try to ring or email him/her but if it fails the head of the section is my next port of call but only if the officer responsible is being obstructive rather than helpful. Mind you I find most sections in Melbourne as "good guys"" People our business is certainly not the logo for immigration department. I live in hope that RMA's will receive due respect one beautiful day.
Keep fighting fellows ! -
Tuesday, 08 April 2014
Liana, Rajesh and Jennifer,
The last time I looked out of the window, I thought I lived in a free country and was entitled not only to have an opinion but also to be able express it. I have absolutely no need to re-think my post. Furthermore, Liana, your ancestry is completely irrelevant to the issue here and lends no weight to your argument. I might add here that both my sons-in law are Anglo-Australians - is that relevant here? Definitely not. "Sundeep" - spelt anyway you like is an Indian name and regardless of whether the person is of Indian heritage or not, the issue for me the automatic linking of "feeding 2 aged offshore parents and 5 children". If this is not stereotyping, I don't what is!! In any event, as a person of Indian heritage, I perceived those comments insulting and I have the right to express my opinion. -
Wednesday, 09 April 2014
Charu
Comments on MY BLOG are moderated by me. In this case I thought it best to publish your comments. You are correct. You live in a free country and you are entitled to have an opinion and express it. The only person you hurt by writing these types of things is yourself. -
Wednesday, 09 April 2014
This has to be solved! Enough is enough. I am really sick and tired of this situation.
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Wednesday, 09 April 2014
I recently come accross this.
Department of Immigration and Border Protection
If you are dissatisfied about the service you have received from an officer of the Department of Immigration
contact the complaints officer to make a complaint.
Contact details are:
· Telephone the Global Feedback Unit during business hours.
Telephone: 133 177
· Write to:
The Manager
Global Feedback Unit
GPO Box 241
Melbourne Victoria 3001
Australia or visit:
http://www.immi.gov.au/contacts/forms/services/#f
Immigration blog
In all honesty, I have never come across DIBP staffers on 131881 line not prepared to give me, as an agent, advice- though sometimes it is less than adequate. I do note that now they offer a call back service which doesn't leave your land line tied up for an hour or so. This is an improvement that should be acknowledged. There will always be a huge gap in what is considered professional behaviour for agents and DIBP staff. After all, are they required to undertake continuing professional development? The agents gateway inquiries email service is a joke. Three weeks for a response is madness but worse is if your question is just a little tricky, you simply are ignored- three years and waiting for previous query. Changes in legislation and policy often mean that even 3 weeks will see your question being redundant, which just may be the aim.