Our Mission, Values & Service CharterLearn about what VisAssist stands for and what you can expect from us.

Our Mission Statement

Our mission is to accurately guide you through the complexities of Australian migration law, policy, and administrative procedure and process so that you achieve the best possible immigration outcome without unnecessary delay, expense or worry. We work in your best interests, helping you to make informed decisions and provide peace of mind with our professional, personal and comprehensive service.

Optimising your chance of success with expertise, insight and experience.

Our Values & Service Charter

Our core values are: Integrity, transparency, quality, compassion and accessibility.

In providing our services, we value:

Your immigration objectives and what is important to you – we actively listen to what you tell us and do what is in our power to develop a migration strategy to assist you to achieve those goals.
Your time – we appreciate that you are busy and we will deal quickly and efficiently with your matter to ensure that you get the fastest possible outcome.
Your privacy – all documents and information you give us will be treated in strict confidence in accordance with our Privacy Policy.
Your decision to entrust us with your immigration affairs – we understand how important it is to get things right the first time.

Our clients can expect:

Value-added service – We will consider all possible ways for you to achieve your immigration objectives and explain in writing how our expert knowledge of Australian migration law, policy, procedures and process can add value to your application.
Service excellence – We aim to exceed your expectations in the delivery of our service by providing caring, personalised attention and staying focused on your case.
Regular, direct and timely communication – You will have a single point of contact while you are our client and we will inform you of your rights and obligations and communicate all requests or invitations that are relevant to your application in a timely manner.
Clear information – We will avoid the use of legal jargon and when it is necessary to use a technical word or phrase (for example a term in the Migration Act 1958) we will explain it in plain English.
Non-judgemental advice – We respect diversity and provide advice that is in your best interests for immigration purposes.

Help us to help you by:

  • being honest and forthcoming with information and documents that are relevant to your matter;
  • keeping us informed of any changes to your circumstances, including any change to your address or contact details;
  • asking questions if you do not understand any written or verbal communication from us, the Department, the tribunal or a third party;
  • notifying us immediately if you cannot meet a deadline set by us, the Department, the tribunal or a third party;
  • giving reasonable notice when you are not able to keep an appointment.

Compliments and Complaints

When you are satisfied with the service you receive, please let us know. If you are not satisfied with the service you receive, please contact us so we can help resolve any issues. Your feedback helps us to improve our services.

If you have concerns, we will do what we can to resolve any issues to your satisfaction. If we are not able to do so, you have the right to make a complaint to the Office of the Migration Agents Registration Authority. Contact details are available at www.mara.gov.au.

Wish to know more?

Contact visAssist for an obligation free initial appraisal.Get A Quote

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