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Complaints and Feedback

If something we have done has gone wrong, or has not been good enough, we want to know. This page sets out how to raise it, what helps us understand it, and what happens next.

Document SM-LEG-06 · Version 1.2 · Effective 13 September 2026

How to raise a concern

Write to mhamza@shorelinemigration.com.au and say that it is a complaint, so that it is handled as one rather than as ordinary correspondence. You can also raise it by telephone; if writing is difficult, say so and we will arrange a time to speak and put the complaint in writing for you to confirm.

A complaint can be about anything: advice, a delay, a fee, the way you were spoken to, or how your information was handled.

What helps us understand it

  • what happened, and roughly when;
  • who you dealt with;
  • what you would like done about it;
  • any document or message that shows it.

What happens after we receive it

We acknowledge your complaint in writing and tell you who is handling it. That is the Director, who looks into it himself: reading the file, reading the written record of what was said, and asking you for more detail where it is needed.

You receive our answer in writing: what we found, what we are going to do, and why. If it will take longer than you would expect, we tell you so and give you a date.

Raising a concern does not change how your matter is handled. We keep acting in your legitimate interests either way, and every complaint and its outcome is recorded on the file.

If you want to take it elsewhere

You do not have to accept our answer, and you do not have to come to us first. The Consumer Guide, which we give you before any assistance, explains where a concern about a registered migration agent can be taken. You are free to take your own legal advice at any point.

Feedback that is not a complaint

If something worked well, or something about the way we work would be better done differently, tell us that too. It is read by the same person and it changes how we work.

Your documents

Whatever happens with a complaint, you are entitled to ask in writing for the documents you gave us, and the Code of Conduct requires us to return them within 14 days of your request. We do not hold documents as security for unpaid fees.

About Shoreline Migration

Shoreline Migration Pty Limited (ACN 700 192 829, ABN 64 700 192 829) is an Australian proprietary company registered in New South Wales, Australia, and trading as Shoreline Migration. The practice operates from Sydney, New South Wales, Australia, and advises on Australian migration law only.

Immigration assistance is given only by a registered migration agent: an agent registered under Part 3 of the Migration Act 1958 (Cth), bound by the Migration (Migration Agents Code of Conduct) Regulations 2021, and subject to the Office of the Migration Agents Registration Authority. Under that Act, no one else may lawfully give immigration assistance. At Shoreline Migration that agent is M Hamza, Director, MARN 2619597.

Disclaimer

This document contains general information only. It is not immigration assistance, it is not legal, financial or taxation advice, and it does not take into account the objectives, circumstances or needs of any particular person. It is provided on the basis that no person should act on it without first obtaining advice about their own circumstances.

Migration law changes frequently and often at short notice. While care has been taken in preparing this document, no warranty is given that the information in it is accurate, complete or current at the time it is read, and none of it is a prediction or promise about the outcome of any application, assessment or decision, or about how long any of them will take. To the maximum extent permitted by law, Shoreline Migration Pty Limited, its officers and its personnel accept no liability for any loss arising from reliance on this document or from any error or omission in it. Nothing in this notice excludes, restricts or modifies any right or guarantee under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Intellectual property

Copyright in this document, in its written material and in the structure, arrangement and expression of everything set out in it, belongs to Shoreline Migration Pty Limited, as does the visual identity and design system in which it is presented. Shoreline Migration is the trading name and mark of the company. None of it may be reproduced, adapted, or used to train or develop any product without written permission.

Document SM-LEG-06 · Version 1.2 · Issued 13 September 2026 · Classification: Public

© 2026 Shoreline Migration Pty Limited. All rights reserved. No part of this document may be reproduced, distributed or used to train or develop any product without written permission.