Guidance

Investigating client's complaints: OISC practice note

OISC practice note for registered organisations when investigating client’s complaints.

Document

Detail

This practice note from the Office of the Immigration Services Commissioner (OISC) identifies points for a registered organisation to consider, when they receive a complaint from a client.

It includes a template letter to send to complainants and information on:

  • investigating a complaint
  • evaluating your complaint
  • alternative dispute resolution