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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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Wednesday, 29 April 2015Hi everyone. there is a stark difference when dealing with NZ to Australia. If you have query in NZ Immigration they are more than willing to discuss and guide you.
Whilst in a perfect world everyone would know everything about the visa applications assuming you are a migration agent, this in reality is not the case. Case officers more often than not, and I might add unknowingly, give out incorrect information to callers.
The Relationships between the Act and Regulations and Policy is extremely complex and some questions remain unanswered.
The wait time for 131881 is ridiculous. If ever I call I expect to wait for 1 hour plus and usually 1hr 15 to 1hr 30 mins.
Migration Agents should have a dedicated number to call BUT at the same time it should not be abused. If in emergencies we need numbers.
I had a Chinese granted a 457 with his wife and child and all was good until they arrived at the airport. This was just after they introduced linking the visa to the passport number and the wife's visa grant had the wrong passport number. Luckily I called a senior manager and it was dealt with swiftly and I might say very efficiently. Within 30 minutes the problem was rectified and my client's wife was allowed through Immigration.
Immigration and Migration Agents need to work together. We are considered to be responsible for the delivery of applications under the regulations and to scrutinise the clients. The case officers, on the other hand are not required to scrutinise and can just accept anything from the clients.
the model need looking at and has to be a co-operative agreement that is beneficial for all.
Quick Suggestion:
Have someone call and pretend to be the client if you are unsure. It is strange we need to resort to this but it works if you need it -
Tuesday, 12 July 2016
Hi Liana,
I have applied a SC190 for me and my wife for NSW on 14th April 2016. The Case officer asked for few docs on 24th May and we share the same by next day. Since then the status is Assessment in progress. Would you advise whether I should call the Case officer and ask for an update or wait and watch. -
Wednesday, 25 January 2017
I just want to speak with an officer about my wife's partner visa status but its no help calling 131881
what am I to do Centrelink want to know and I can't get on to a case officer through the normal channel. I am at the stage of contacting my local federal member or Pauline Hanson's office.
I will try again but I know it won't work
Immigration blog
I recently sent a strongly worded email to the Director of Temporary Business Entry re this and other topics. One thing I mentioned that the DIBP staff are breaching their own rules which is found in its Service Standards that they will identity themselves. They don't do that., occasional a letter from a first named person, probably an admin person. I said this was NOT identifying themselves. I mentioned that I had a 457 applicant who was requested to do another xray, but there was a 2 month delay in the letter being sent to me, only after I managed to talk to an officer who was very helpful (yes they do exist) and who told me of the fact that such a request had been made. That officer sent the relevant letter to me the same. Does my client believe that I didn't sit on the letter for 2 months? Would you?