Policy · Last updated 5 May 2026
Complaints Procedure
We are committed to providing a high standard of professional migration assistance. If something has gone wrong, or you are not satisfied with our service, we want to hear about it and put it right.
Complaints to us
You can complain to us by:
- Email: info@widen.com.au — please use "Complaint" in the subject line
- Phone: 02 8188 1887
- Post: Dynamic Consultancy Pty Ltd, Office 6, 2-16 Anglo Road, Campsie NSW 2194
Please include:
- Your full name and contact details
- A description of what went wrong
- When the issue occurred
- What outcome you are seeking
Our commitment to you
We will:
- Acknowledge your complaint within 3 business days of receipt
- Investigate the complaint fairly and thoroughly
- Aim to resolve the complaint within 21 business days of acknowledgment
- Communicate with you in plain language and keep you updated on progress
- Treat your complaint confidentially, sharing information only with people who need to know to resolve it
If a complaint requires more time, we will tell you why and give you a revised timeframe.
Escalating to MARA
If you are not satisfied with how we have handled your complaint, you can escalate to the Office of the Migration Agents Registration Authority (OMARA), the regulator of registered migration agents.
OMARA can investigate complaints about migration agents' professional conduct, including breaches of the Migration Agents Code of Conduct.
- Website: mara.gov.au
- Complaints page: mara.gov.au/complaints
- Phone (within Australia): 1300 226 272
You can complain to OMARA at any time. You do not have to complain to us first, although we encourage you to do so to give us the chance to put things right.
Other avenues
Depending on the nature of your concern, other bodies may also be able to assist:
- Office of the Australian Information Commissioner (privacy concerns) — oaic.gov.au, 1300 363 992
- Australian Competition and Consumer Commission (consumer law issues) — accc.gov.au
- NSW Civil and Administrative Tribunal (consumer disputes in NSW) — ncat.nsw.gov.au
Contact
Dynamic Consultancy Pty Ltd, t/a WIDEN — Migration Experts
ABN 19 167 039 250
Email: info@widen.com.au
Phone: 02 8188 1887
Migration assistance: Keshab Chapagain, MARN 1576536. Verifiable at MARA.