When your agent stops answering

When a migration agent goes quiet, the stress usually comes from not knowing what has happened. The application may still be moving, or it may be waiting on something important, but without updates it is hard to tell. The first step is to move from phone calls and verbal promises to a clear written record.

Start with the service standard the agent is meant to meet#

Registered migration agents must follow the Migration Agents Code of Conduct 2021. Section 45 says an agent must keep a client properly informed and give timely advice about the progress of a matter.

That does not mean an agent has to reply instantly to every message. It does mean there should be reasonable communication, updates about important steps, and responses within a sensible time. If weeks have passed without a reply, or deadlines are close and no update has been given, it is sensible to start documenting the issue.

Before doing anything else, gather the key papers. That usually includes the written services agreement, invoices, receipts, Form 956 if one was signed, emails, text messages and any screenshots showing attempts to contact the agent. The written agreement matters because the Code also requires a written contract, see s42, and the fee structure should have been explained in writing, see s46.

If the person is not a registered migration agent or an Australian legal practitioner, there is a separate issue. Giving immigration assistance in Australia without being properly authorised can breach s280 of the Migration Act 1958, and charging for it can raise s281 issues. A quick check can be done before spending more time on follow-up, see Check an operator.

Send a written request and set a clear deadline#

If contact has only been by phone, move it into writing straight away. Email is usually the simplest option because it creates a dated record. If email is bouncing back or going unanswered, a message by text and a letter sent to the business address can help show that contact was attempted through more than one channel.

The message should be practical and specific. It should ask for a status update, copies of any recent correspondence from the Department, confirmation of any deadlines, and a time by which a reply is expected. A short deadline is usually better than an open-ended request, for example asking for a response within five business days.

The point of the deadline is not to threaten. It is to create a clear next step. If there is a genuine reason for delay, a professional response should usually explain it and say when a full update will be provided.

It also helps to ask direct factual questions. Examples include whether the application has been lodged, the date of lodgement, the transaction reference number if available, whether any request for further information has been received, and whether the Department has sent any notices. These are process questions, not legal advice questions.

If money has been paid, ask for an itemised account if one has not already been provided. Under s49 of the Code, an agent must give proper invoices and receipts. If funds were held in a client account, s50 is relevant as well.

Check the application yourself through ImmiAccount#

A silent agent does not always mean nothing has happened. Many applicants can verify basic progress by checking the Department system directly. If access was set up from the beginning, ImmiAccount may show whether an application has been lodged, whether health or biometrics have been requested, and whether the Department has sent messages.

Access depends on how the application was prepared and lodged. Sometimes the applicant has their own ImmiAccount login and the agent is linked as the authorised recipient through Form 956. In other cases, the application may have been lodged through the agent's account, which can make visibility more limited.

If Form 956 was used, it is worth checking whether the authorised recipient details are current. Form 956 is the form used to appoint or end an authorised recipient or migration agent, and it matters because the Department may send correspondence to the person listed there. The legal framework for this sits alongside s312A of the Migration Act, which recognises approved forms such as Form 956.

Checking ImmiAccount does not replace professional communication. It is simply a way to confirm basic facts. If the system shows a request from the Department with a deadline, that is important information to have before deciding what to do next.

Keep screenshots of what appears in the account. If a complaint later becomes necessary, a dated screenshot can help show whether a request or notice was visible and when it was seen.

If there is still no reply, make a formal complaint#

When the written request deadline passes with no proper response, the next step is a formal complaint. Start with the business itself if there is a practice manager, director or principal migration agent. Some problems are caused by staff absence, turnover or disorganisation, and an internal complaint may get the file moving quickly.

If the issue is with a registered migration agent, a complaint can also be made through the official complaints pathway. VisaBid has a plain-language overview at our complaints guide. A complaint is more useful when it is organised around documents and dates rather than broad statements about poor service.

The complaint can set out the timeline: when the agreement was signed, what fees were paid, when the last update was received, how many attempts were made to make contact, and what deadlines may now be affected. Attach copies of the agreement, payment records and the unanswered written request.

Where relevant, refer to the Code sections that deal with the conduct in question. For communication problems, s45 is the obvious starting point. Depending on the facts, s42 on the written agreement, s46 on fee structure, s49 on invoices and receipts, and s54 on returning documents within 14 days may also matter.

A complaint is about conduct, not the result of the visa application. The fact that an application is delayed or refused does not by itself prove misconduct. The focus is whether the agent communicated properly, handled money properly, and dealt with documents and authority properly.

Replacing the agent without losing control of the file#

Sometimes the relationship can be repaired after a complaint or a firm written request. Sometimes it cannot. If confidence has broken down, the practical question becomes how to change representatives without losing access to papers or missing a Department deadline.

The first issue is control of documents. Under s54 of the Code, an agent must return documents to the client within 14 days of being asked, subject to limited exceptions. That can include passports, identity papers and other originals. The agent may keep copies for record-keeping, and under s56 they must retain certain records for seven years.

The second issue is authority to deal with the Department. If a different agent is appointed, a new Form 956 is normally used so the Department knows who is authorised to receive correspondence. If an appointment is ended and no new representative is put in place immediately, it is important that the Department has up-to-date contact details for the applicant.

The third issue is fees. Agents often charge fixed fees, staged fees or hourly rates. A replacement agent may charge to review the file before quoting for future work, especially if they need to assess what has already been lodged and whether there are outstanding requests. General professional fees vary widely, so it can help to compare itemised quotes side by side through VisaBid's posting page or use the cost estimator for broad expectations.

A replacement agent is not automatically responsible for fixing everything that came before. In practice, they usually need the full file, the written agreement, payment history, Department correspondence and access details before they can explain their scope of work and fees.

Protect deadlines and avoid new problems while the file is in limbo#

The biggest practical risk when an agent disappears is a missed deadline. Department requests often come with a set date, and missing that date can create serious problems for the application process. Even while waiting for the agent to respond, it is sensible to monitor any direct messages from the Department and keep contact details current.

Another risk is panic-driven action. When communication has broken down, people sometimes turn to unregistered advisers, friends or online templates for help. Immigration assistance in Australia is a regulated service, and unregistered assistance can raise legal issues under s280 and s281 of the Migration Act.

Accuracy matters as well. False or misleading information, or documents that are not genuine, can lead to major problems under s234 or s245AR of the Migration Act, and Public Interest Criterion 4020 can also become relevant in some cases. That is one reason why file control and proper records matter so much during a handover.

If there is time to pause, read the Consumer Guide and compare it against what happened. The guide explains what a registered migration agent is expected to provide at the start of a matter, including clear agreements, fee information and communication standards.

Common questions#

My migration agent is not replying, how long should I wait?#

There is no fixed number of days in the Code for every reply. The key point in s45 is that a client must be kept properly informed and given timely advice about the progress of the matter. If there has been silence for weeks, or a Department deadline is close, it is sensible to send a written request with a firm short deadline.

Can I check my visa application without my agent?#

In many cases, basic progress can be checked through ImmiAccount, especially if the applicant has direct access or receives Department messages. Visibility depends on how the application was lodged and whether a Form 956 appointment is in place. Screenshots of any requests, notices or status updates are useful to keep.

How do I complain about a registered migration agent in Australia?#

Start by making a written complaint to the business and asking for a response by a set date. If the issue is not resolved, use the formal complaints pathway and include the agreement, invoices, receipts, emails and a timeline of unanswered contact attempts. Complaints are stronger when they point to specific conduct, such as s45 communication failures or s54 delays in returning documents.

Can I change migration agents after my application is lodged?#

A lodged application can usually continue with a different representative if the authority arrangements are updated. In practice, the handover often involves getting the file documents back, checking any Department deadlines and submitting a new Form 956 if a new representative is appointed. The outgoing agent's duty to return documents within 14 days may be relevant under s54.

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About this guide. This is general information about how a process works in Australia. It is not immigration assistance and it is not advice about your situation. Under section 280 of the Migration Act 1958 only a registered migration agent or an Australian legal practitioner can give you that. Government charges are indexed and most change on 1 July, so check any figure at immi.homeaffairs.gov.au, and check any agent on the OMARA register.