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AU & NZ Migration Academy Pty Ltd is committed to professional, competent and reliable CPD services. This is the process for addressing concerns effectively and promptly.
Contact the CPD provider or the provider’s administrative staff to discuss the matter. Concerns may result from misunderstandings or assumptions that can be readily addressed.
If the matter is not sufficiently addressed, make a formal written complaint to AU & NZ Migration Academy. Include “Complaint” in the heading or subject line, the main applicant’s name, date of birth, full details of the concern and the specific issue. Include or cite supporting documents where applicable.
The CPD provider or its representative will acknowledge the complaint in writing within 3 business days.
The provider investigates and sends an initial response within 5 business days of acknowledgement. The response will either give an approximate timeframe for additional information or research, or explain the matter and, where applicable, suggest a resolution and timeframe for implementing actions.
The client is welcome to contact the provider or its administrative staff to arrange an in-person meeting to discuss the matter and/or response.
After the provider responds, the client is asked to confirm whether the matter has been resolved. The client is requested to respond within 5 business days.
If the client confirms satisfaction with no further action required, or does not respond, the matter is treated as satisfactorily resolved. The complaint is closed with no further action.
If the client accepts the response but recommended actions remain, both parties agree a timeframe to complete them. Within 5 business days of final completion, the parties review the outcome and, if satisfied, agree in writing that the complaint is resolved and formally closed.
If the client is dissatisfied with the response or with the outcome of actions, the provider repeats step 4: investigation and an initial response.
If consensus cannot be reached, or the procedure breaks down and cannot be completed, external mediation under standard consumer practices in Victoria, Australia will be sought. The academy and client share mediation costs equally. Consumer Affairs Victoria (CAV) manages consumer guidance and dispute support in Victoria. With all parties’ agreement, another jurisdiction may be used.
If mediation is unsuccessful 28 days after referral (or longer where all parties agree), the dispute may proceed to the Victorian Civil and Administrative Tribunal (VCAT).
This standard procedure does not preclude either party from taking other steps to facilitate a successful, satisfactory outcome.
Its intention is an effective, prompt and minimal-cost resolution that avoids undue impact on everyone involved.
Procedure v1.1 · AU & NZ Migration Academy Pty Ltd