Client Complaints & Dispute Resolution

Complaints Handling Procedure

Danfe Consulting is committed to providing professional, transparent and ethical services. We value client feedback and take complaints seriously. This procedure explains how complaints are received, investigated, managed and resolved.

Policy Type Complaints Handling Procedure

Last Updated 1 June 2026

Applies To Clients, students, applicants and website users

1. Our Commitment

Danfe Consulting aims to deliver services professionally, fairly and respectfully. We encourage clients to raise concerns as early as possible so issues can be reviewed and resolved efficiently.

Making a complaint will not affect your ability to continue receiving services from Danfe Consulting. We are committed to treating all complainants fairly and respectfully.

2. What Can Be Complained About?

Complaints may relate to:

Customer service issues.
Communication delays.
Professional conduct.
Advice or information provided.
Billing or fee concerns.
Application support processes.
Document handling concerns.
Privacy or confidentiality concerns.
Website, forms or online service issues.
Any other concern relating to Danfe Consulting services.

3. How to Lodge a Complaint

Complaints can be submitted through any of the following channels:

Directly to your consultant or case manager.
Through Danfe Consulting's official email address.
Through our online feedback form.
In writing by letter.
In person during a scheduled appointment.

Feedback Form: Submit Client Feedback

4. Complaints Resolution Process

Complaint Received

The complaint is recorded and acknowledged by Danfe Consulting. We may request additional information if required.

Initial Review

The complaint is reviewed to determine the nature of the issue, urgency and appropriate staff member responsible for investigation.

Investigation

Relevant records, communications, agreements and documentation are reviewed. Staff members involved may be consulted.

Outcome Determination

Danfe Consulting determines whether the complaint is upheld, partially upheld or not upheld and identifies any corrective action required.

Written Response

The complainant receives a response outlining findings, actions taken and any proposed resolution.

Closure

Once resolved, the complaint is formally closed and retained in accordance with record-keeping requirements.

5. Target Response Timeframes

Stage	Target Timeframe
Acknowledgement of Complaint	Within 2 business days
Initial Review	Within 5 business days
Investigation & Assessment	Usually within 10–20 business days
Final Written Response	As soon as reasonably practical

Complex matters may require additional time. Where delays occur, clients will be informed of the progress of the investigation.

6. Possible Outcomes

Depending on the findings, Danfe Consulting may:

Provide an explanation or clarification.
Correct inaccurate information.
Review internal procedures.
Provide additional support or assistance.
Offer an appropriate remedy where justified.
Implement staff training or process improvements.
Take any other reasonable corrective action.

7. Complaints Relating to Registered Migration Agents

Where a complaint relates to migration advice or immigration assistance provided by a Registered Migration Agent, clients may also refer to information published by the Office of the Migration Agents Registration Authority (OMARA).

Consumer Information: View MARA Consumer Guide

Danfe Consulting encourages clients to first raise concerns directly with us so we can attempt to resolve the issue promptly and professionally.

8. Confidentiality

Complaint information is handled confidentially and only shared with individuals who need access to investigate, manage or resolve the complaint.

Complaint records may be retained in accordance with legal, regulatory and business record-keeping requirements.

9. Continuous Improvement

Complaints and feedback are regularly reviewed to identify trends, improve service quality, strengthen internal processes and enhance the client experience.

Danfe Consulting values constructive feedback and uses it to continually improve our services.

Contact Danfe Consulting

If you wish to submit a complaint, concern or service feedback, please contact Danfe Consulting using the official contact details published on our website.

Client Feedback Form: https://danfe.agentcisapp.com/online-form/client-feedback-form

Frequently Asked Questions

Education, Visa & Migration FAQs i Disclaimer: This FAQ provides general information only and does not constitute migration advice. Information may change and may not reflect the latest updates. Please consult a Registered Migration Agent or refer to the Department of Home Affairs before making any decision.

Answers to common questions about studying in Australia, student visas, skilled migration, employer sponsored visas, PR pathways and Danfe Consulting’s support.

What services does Danfe Consulting Education and Migration Mel offer?

Danfe provides education counselling, student recruitment support, student visa assistance, migration consultation, PR pathway guidance, OSHC and OVHC support, skills assessment assistance, and EOI/ROI guidance.

Why is Danfe Consulting considered a trusted migration agency in Melbourne?

Danfe is led by a Registered Migration Agent and supports students, graduates, skilled workers and migrants with personalised guidance based on their visa history, qualifications, skills, English level and migration goals.

How can Danfe Consulting help international students in Australia?

Danfe assists with course selection, admissions, scholarship guidance, student visa applications, visa extensions, college or course changes, COE support and PR pathway planning.

Do I need a Registered Migration Agent to apply for a visa?

It is not compulsory, but a Registered Migration Agent can help ensure your application is valid, properly prepared, compliant with visa requirements and supported by suitable documentation.

Is Danfe Consulting registered with OMARA?

Danfe’s migration services are handled by a migration agent registered with OMARA. Clients should always confirm registration before receiving migration advice.

What are the requirements for a student visa in Australia?

Common requirements may include a valid COE, OSHC, English test evidence if required, financial documents, genuine access to funds, Genuine Student documents and other supporting evidence depending on your circumstances.

How do I change my course or education provider?

Danfe reviews your visa conditions, current course level, principal course status, completed study period and whether a release letter is required before guiding you through the next enrolment steps.

How can Danfe assist with the PR points test?

Danfe helps calculate points, review EOI/ROI details, reduce overclaiming risks and identify possible gaps that may affect skilled migration options.

What is a skills assessment?

A skills assessment is an evaluation by an Australian assessing authority to confirm whether your qualifications and experience match your nominated occupation.

Which occupations are commonly in demand?

Demand can change frequently. Common areas include construction trades, health, allied health, teaching, engineering, IT and selected hospitality occupations for regional pathways.

How do I apply for a 190 visa?

Danfe can guide you through occupation selection, skills assessment review, EOI/ROI preparation, state nomination requirements and visa application steps depending on your eligibility.

Can I apply for a 491 visa while living in a metropolitan area?

Requirements differ between states and may change. Some states may have location-based criteria or exemptions, so it is best to check current state guidelines or speak with a Registered Migration Agent.

Who pays the SAF levy for a 482 sponsorship?

The Skilling Australia Fund levy must be paid by the employer by law and should not be recovered from the visa applicant.

What is the easiest way to get PR in Australia?

There is no guaranteed PR pathway. Common options include skilled visas, employer sponsored visas, partner visas and other family pathways depending on personal circumstances.

Can I apply for PR after two years of study?

Completing two years of study does not automatically make you eligible for PR. You must meet the requirements of a relevant visa, including English, skills, occupation, employment, health and character criteria.

Does Danfe help with state nomination applications?

Yes. Danfe assists with eligibility review, document preparation, EOI/ROI support and state nomination processes where applicable.

Need personalised education or migration guidance?

Book an appointment with Danfe Consulting Education and Migration Mel.

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