MARYROSE02 Posted March 5, 2013 Share Posted March 5, 2013 Why haven't people been posting the details of their problems with DIAC? We need dates, times, questions, answers. I am a man on a mission! Link to comment Share on other sites More sharing options...
Petals Posted March 5, 2013 Share Posted March 5, 2013 Good luck with that one, the people who have problems obviously do not complain enough, the squeaky wheel gets the oil. Kick up an almighty fuss be obnoxious, yes they hate it, but it gets to the top of the list. Learned this dealing with banks at work lol Link to comment Share on other sites More sharing options...
Parley Posted March 5, 2013 Share Posted March 5, 2013 Why haven't people been posting the details of their problems with DIAC? We need dates, times, questions, answers. I am a man on a mission! What is your problem with DIAC ? Link to comment Share on other sites More sharing options...
Guest GeorgeD Posted March 5, 2013 Share Posted March 5, 2013 Why is it DIAC provide bad service? If it's because they give false and inaccurate information then the quickest and easiest fix for this is to reduce the number of people answering the phone and stop giving any information about specific circumstances! Why is it when people want tax advice they are happy to pay an accountant? When they want legal advice they are happy to pay a lawyer? When they want medical advice they are happy to pay a doctor? But when they want migration advice they want DIAC to give it to them for free when tehre are plenty of registered Migration Agents trained to help people professionally? So DIAC should increase their staff training and possibly increase staff numbers to help answer questions from non-Australians all over the world who may or may not ever move to Australia? How does that provide good value to Australian taxpayers? If they clearly tell you not to use them or even their website for migration advice and direct you to a registered migration agent, why don't people do that? Link to comment Share on other sites More sharing options...
VERYSTORMY Posted March 5, 2013 Share Posted March 5, 2013 One of the guys that works with me wanted to ask a few questions about a pr application he is planning. He phoned the telephone number and after waiting for half an hour, gave up and went to the office in Perth. They refused to help and told him to call the phone number. He has tried with further waits of up to an hour but no luck. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 What is your problem with DIAC ? I don't have a problem with DIAC, which you would know if you read most of my other posts. I got the ****s with a constant flow of questions from people on here, whom I thought should have approaced DIAC in the first place. Then some people replied with posts explaining that DIAC is unhelpful, unaccountable and confusing, so I asked 'why don't you complain to DIAC then?' And then I thought 'why don't I pass on their complaint myself and see what happens?' And then I remembered my democratic rights, viz. to complain to the ombudsman/write to the Minister for Immigration & Citizenship (or his shadow)/write to my MP. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 One of the guys that works with me wanted to ask a few questions about a pr application he is planning. He phoned the telephone number and after waiting for half an hour, gave up and went to the office in Perth. They refused to help and told him to call the phone number. He has tried with further waits of up to an hour but no luck. Normally, I would click the 'like' button, but people might then construe that I approved of DIAC! Sure there are lazy, public servants who forget that they are employed to SERVE the public, not ENFORCE their will on them. You workmate SHOULD complain to DIAC, then the Ombudsman/Minister/write to his/her MP in this case. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 Why is it DIAC provide bad service? If it's because they give false and inaccurate information then the quickest and easiest fix for this is to reduce the number of people answering the phone and stop giving any information about specific circumstances! Why is it when people want tax advice they are happy to pay an accountant? When they want legal advice they are happy to pay a lawyer? When they want medical advice they are happy to pay a doctor? But when they want migration advice they want DIAC to give it to them for free when tehre are plenty of registered Migration Agents trained to help people professionally? So DIAC should increase their staff training and possibly increase staff numbers to help answer questions from non-Australians all over the world who may or may not ever move to Australia? How does that provide good value to Australian taxpayers? If they clearly tell you not to use them or even their website for migration advice and direct you to a registered migration agent, why don't people do that? Is the migration process so difficult and complicated that you cannot do it on your own? Why pay large fees if you don't need to? Why would you need to engage an agent for your dealings with ANY Government Department? Do you need an agent to help you apply for a drivers' licence? Make a claim on Medicare? Come to think of it, perhaps I SHOULD be looking for an agent to see if I can make a claim on Centrelink. I have always understood that because I have assets and income, I am not entitled to 'dole' or a health card but I keep meaning to investigate it further. People can and do submit their own tax returns but the tax laws are notoriously difficult to understand and if you do use a tax agent/accountant, then his/her fees are tax-deductable, and there are other advantages. eg. They are not subject to the same cut-off dates, they have special access to ATO computer systems, and they can often find you extra ways to claim/reduce your tax. You don't NEED to consult a lawyer but who but the very few have the necessary legal knowledge? Similarly, you COULD research your medical problems yourself, and many do, but it is generally better to consult a doctor first. If public servants in ANY Government Department are failing to do their jobs, then 'we' should be complaining about it. Link to comment Share on other sites More sharing options...
Parley Posted March 5, 2013 Share Posted March 5, 2013 I don't have a problem with DIAC, which you would know if you read most of my other posts. I got the ****s with a constant flow of questions from people on here, whom I thought should have approaced DIAC in the first place. Then some people replied with posts explaining that DIAC is unhelpful, unaccountable and confusing, so I asked 'why don't you complain to DIAC then?' And then I thought 'why don't I pass on their complaint myself and see what happens?' I shouldn't have to background research all your posts and threads to know what you are talking about in a new thread. A thread should standalone and be self explanatory, so an intro blurb on what the issue is would be helpful. I have read a lot of your posts as you know but not all. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 I shouldn't have to background research all your posts and threads to know what you are talking about in a new thread. A thread should standalone and be self explanatory, so an intro blurb on what the issue is would be helpful. I have read a lot of your posts as you know but not all. Sorry, you are right, I was off on a 'stream of consciousness' rant, jumping about from one subject to another! Link to comment Share on other sites More sharing options...
Guest GeorgeD Posted March 5, 2013 Share Posted March 5, 2013 Is the migration process so difficult and complicated that you cannot do it on your own? Why pay large fees if you don't need to? Why would you need to engage an agent for your dealings with ANY Government Department? Do you need an agent to help you apply for a drivers' licence? Make a claim on Medicare? Come to think of it, perhaps I SHOULD be looking for an agent to see if I can make a claim on Centrelink. I have always understood that because I have assets and income, I am not entitled to 'dole' or a health card but I keep meaning to investigate it further. People can and do submit their own tax returns but the tax laws are notoriously difficult to understand and if you do use a tax agent/accountant, then his/her fees are tax-deductable, and there are other advantages. eg. They are not subject to the same cut-off dates, they have special access to ATO computer systems, and they can often find you extra ways to claim/reduce your tax. You don't NEED to consult a lawyer but who but the very few have the necessary legal knowledge? Similarly, you COULD research your medical problems yourself, and many do, but it is generally better to consult a doctor first. If public servants in ANY Government Department are failing to do their jobs, then 'we' should be complaining about it. The key thing though is...it's not DIAC's job to give advice! Some migration matters are simple and people can do their own research. Some legal issues are simple and people can do ther own research...same with financial and health matters. But if you want advice or assistance, there is a route to go down for each of these...and in the case of Migration Advice, it is a RMA...not DIAC. Strictly speaking, you might as well ask DIAC about your upcoming divorce, tax return and the itchy patch on your elbow, because it isn't their job to give you advice about any of these either! If anything, they shouldn't give people any information at all as they aren't qualified to do so and any advice they give you isn't binding. Agreed, people should do their own research, and very often don't, hence the same questions here over and over again...that actually isn't DIAC's fault...but contacting/calling DIAC shouldn't be the only action either for the above reasons. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 'RMA!?' More jargon! What does that mean!? I can't find anything relevant on Google, when typing in 'RMA?' except maybe Regional Migration Agreements but that IS part of DIAC??? [h=3]Regional Migration Agreements[/h] http://www.immi.gov.au/skilled/regional-migration-agreements.htmCachedShareShared on Google+. View the post. You +1'd this publicly. Undo The RMA program is a new temporary skilled migration initiative to help address the acute skill and labour shortages facing parts of regional Australia. Link to comment Share on other sites More sharing options...
Guest GeorgeD Posted March 5, 2013 Share Posted March 5, 2013 'RMA!?' More jargon! What does that mean!? I can't find anything relevant on Google, when typing in 'RMA?' except maybe Regional Migration Agreements but that IS part of DIAC??? Regional Migration Agreements www.immi.gov.au/skilled/regional-migration-agreements.htmCachedShareShared on Google+. View the post. You +1'd this publicly. Undo The RMA program is a new temporary skilled migration initiative to help address the acute skill and labour shortages facing parts of regional Australia. Umm...RMA = Registered Migration Agent Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 Umm...RMA = Registered Migration Agent' But my point was that you do not have to use an RMA. You can just contact DIAC direct. Using an RMA has no bearing on whether you will get a visa or not and neither do you HAVE to use one! Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 The key thing though is...it's not DIAC's job to give advice! Some migration matters are simple and people can do their own research. Some legal issues are simple and people can do ther own research...same with financial and health matters. But if you want advice or assistance, there is a route to go down for each of these...and in the case of Migration Advice, it is a RMA...not DIAC. Strictly speaking, you might as well ask DIAC about your upcoming divorce, tax return and the itchy patch on your elbow, because it isn't their job to give you advice about any of these either! If anything, they shouldn't give people any information at all as they aren't qualified to do so and any advice they give you isn't binding. Agreed, people should do their own research, and very often don't, hence the same questions here over and over again...that actually isn't DIAC's fault...but contacting/calling DIAC shouldn't be the only action either for the above reasons. Looking at your post again, you are being ridiculous! How can it NOT be DIAC's job to give you advice about migration and citizenship when that is what the deparment is - Department of Immigration & Citizenship. It's like saying that you don't go to the Australian Tax Office for advice about your tax and you don't go to the Dept of Human Services (which controls Medicare & Centrelink) for advice about your health and benefits. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 [h=3]Visas, Immigration and Refugees[/h] For people who want to visit, work, study or live in Australia. Includes details of Australia's Refugee and Humanitarian Program. Includes information for employers about sponsoring skilled people to work in Australia. [h=3]Citizenship[/h] How to become an Australian citizen, as well as information on special events and resources. Link to comment Share on other sites More sharing options...
Guest GeorgeD Posted March 5, 2013 Share Posted March 5, 2013 Looking at your post again, you are being ridiculous! How can it NOT be DIAC's job to give you advice about migration and citizenship when that is what the deparment is - Department of Immigration & Citizenship. It's like saying that you don't go to the Australian Tax Office for advice about your tax and you don't go to the Dept of Human Services (which controls Medicare & Centrelink) for advice about your health and benefits. Just because they are a Government Department doesn't mean they should give free advice. They provide basic information which may or may not be up to date. If you want specific advice on your situation they advise you to go to a Registered Migration Agent.. What's wrong with that, and why is it ridiculous? Again...if DIAC were to give migration advice...and let's for a second assume it is free...there are 65,000 or so members of this forum, many of whom have never set foot in Oz, but DIAC should train their staff and have resources available to provide all this advice to people who may never actually apply for a visa, never mind set foot in Oz. Multiply this many times over for all the other would be migrants and actual migrants around the world. The ATO provides advice but they are set up completely differently, and no doubt have funding to support them. They still advise you to go to a Tax Advisor for advice specific to your situation. Generally speaking if you want to make a request to the ATO or Centrelink it's because you are Australian or in Australia...not some random from anywhere in the world who is several years from ever being in a situation where they will ever have any need to do a tax return or claim benefits. By all means campaign to have DIAC give free migration advice to all who need it. Who is going to pay for it? DIAC provide Information. They don't provide Advice. Link to comment Share on other sites More sharing options...
Rupert Posted March 5, 2013 Share Posted March 5, 2013 One of the guys that works with me wanted to ask a few questions about a pr application he is planning. He phoned the telephone number and after waiting for half an hour, gave up and went to the office in Perth. They refused to help and told him to call the phone number. He has tried with further waits of up to an hour but no luck. Well he is going to the wrong place. They are not there to help with queries on a PR application. They are there to administer, some of them try to be nice and will occasionally give out advice but sadly it is often wrong. Your friend wants a migration agent, not DIAC. Link to comment Share on other sites More sharing options...
cathyjoy Posted March 5, 2013 Share Posted March 5, 2013 Another option (if u reside in australia) is to approach your Federal Member of Parliament. Your Federal MP can help you. Just google federal member & take it from there. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 I think some of you need to research what DIAC actually does and start by looking through its website. Here's just one page of interest. [h=1]About the Department[/h][h=1]Our Service Standards[/h]On this page: Processing applications Telephone Service Centres Contact in person Written communication Translating and Interpreting Service (TIS) National Freedom of Information Our service standards describe the level of service excellence we aim to deliver. When we serve you, we will: identify ourselves treat you with courtesy and respect be fair, open and reasonable give you clear, accurate and timely information or help you to find it collect, store, use and disclose your personal information in accordance with relevant Australian law. These will be measured through regular client surveys and by monitoring the feedback you provide. We will regularly publish the results on our website and in our annual report. At many of our office locations overseas, we manage lodgement and enquiry services in partnership with organisations that specialise in delivering such services. If you are overseas and need to access our services through a Service Delivery Partner, the service standards outlined in this charter will also apply. [h=2]Processing applications[/h]Information on the time required by the department to process different applications is available on our website. See: Processing Applications [h=2]Telephone Service Centres[/h]We will answer 85 per cent of calls to our national contact numbers (131 881, 131 880 and 133 177) within two minutes. [h=2]Contact in person[/h]We will see you within: 10 minutes of your arrival if you have an appointment 20 minutes of your arrival if you do not have an appointment You will be attended to within 30 minutes of joining the passport-processing queue at an Australian airport. [h=2]Written communication[/h]We will acknowledge emails and provide a likely timeframe for our response within one working day of receipt of your email. Within seven working days of receiving your application, we will: acknowledge receipt of the application advise you with reasons if your application is invalid (for example, incorrect application form or fee). Within seven working days of receiving advice from a Court or Tribunal, we will acknowledge receipt of the decision or information and advise you if there are any further requirements. [h=2]Translating and Interpreting Service (TIS) National[/h]We will answer 90 per cent of telephone calls to a TIS operator within 30 seconds. A telephone interpreter in a major community language will be provided within three minutes. We will respond to 85 per cent of requests for an appointment within three working days. We will process 90 per cent of fee-free translations within 20 working days of request. [h=2]Freedom of Information[/h]We will acknowledge freedom of information requests within 14 calendar days from date of receipt and provide a decision within 30 calendar days from date of receipt. Next topic: To Help Us Help You Overview About Us Understanding the Client Experience Minister for Immigration and Citizenship and Minister for Multicultural Affairs Performance and Progress Senior Staff Who We Are [*]Departmental Annual Reports [*]Freedom of Information and Privacy Access to Information Freedom of Information Freedom of Information Disclosures Explaining and Reviewing Our Decisions Information Publication Scheme Privacy Privacy and Freedom of Information Enquiries Reviews into Processing of Freedom of Information Requests by the Department in 2012 [*]Departmental Information Reports Plans, Policies and Charters Our Service Standards Contracts, Tenders and Submissions Senate Continuing Order - Departmental File Lists Legislation and Regulations Chief Executive Certification for Government Advertising Campaigns [*]Stakeholder Engagement Initiatives Key national stakeholders National engagement State and territory engagement Enquiries [*]Speeches & Presentations [*]Contact Us [*]Careers About eRecruit Information for Applicants Graduate Development Program Enterprise Agreement Career Opportunities - Interpreters Career Opportunities - Indigenous Australians Career Opportunities - People with disability [*]Special Assistance [*]Our History Celebrating 65 Years of Nation Building The Immigration Journey Immigration Timeline Articles Immigration Videos Photo Gallery Memorabilia What's in a Name? The Library History Project Former Ministers, Parliamentary Secretaries and Secretaries [h=3]Online Services[/h] SkillSelect Visitor visas Student visas Resident Return visa Check the progress of your online lodged application Check Work or Visa Entitlements (VEVO) View all online visa and citizenship services [h=3]Popular Links[/h] Agents GatewayApplications and FormsBiometrics CollectionCitizenship CeremoniesCitizenship EligibilityCitizenship ResourcesLearning English (AMEP)LEGENDcomVisa Fees and Charges Client Feedback Client service charter Translated resources Bookmark this page Print page people our business Departmental Sites Minister for Immigration and Citizenship Minister for Multicultural Affairs Accessibility Link to comment Share on other sites More sharing options...
Guest GeorgeD Posted March 5, 2013 Share Posted March 5, 2013 Yup...all good so far...and DIAC don't say they give migration advice... Other interesting links...Fact sheet about the Immigration Application Assistance and Advice Programme fo those who can't afford an agent...the advice is provided by independent bodies, not DIAC http://www.immi.gov.au/media/fact-sheets/63advice.htm Link about who can give Migration Advice in Australia, which interestingly doesn't say DIAC are allowed to give Advice http://www.immi.gov.au/migration-fraud/giving-migration-advice.htm So, yeah, so far all I can see is they give information, not advice...they also make decisions, interpret laws, etc, but migration advice, that's not them...you can't give them a hard time for being bad at something which isn't their role! I think some of you need to research what DIAC actually does and start by looking through its website. Here's just one page of interest. About the Department Our Service Standards On this page: Processing applications Telephone Service Centres Contact in person Written communication Translating and Interpreting Service (TIS) National Freedom of Information Our service standards describe the level of service excellence we aim to deliver. When we serve you, we will: identify ourselves treat you with courtesy and respect be fair, open and reasonable give you clear, accurate and timely information or help you to find it collect, store, use and disclose your personal information in accordance with relevant Australian law. These will be measured through regular client surveys and by monitoring the feedback you provide. We will regularly publish the results on our website and in our annual report. At many of our office locations overseas, we manage lodgement and enquiry services in partnership with organisations that specialise in delivering such services. If you are overseas and need to access our services through a Service Delivery Partner, the service standards outlined in this charter will also apply. Processing applications Information on the time required by the department to process different applications is available on our website. See: Processing Applications Telephone Service Centres We will answer 85 per cent of calls to our national contact numbers (131 881, 131 880 and 133 177) within two minutes. Contact in person We will see you within: 10 minutes of your arrival if you have an appointment 20 minutes of your arrival if you do not have an appointment You will be attended to within 30 minutes of joining the passport-processing queue at an Australian airport. Written communication We will acknowledge emails and provide a likely timeframe for our response within one working day of receipt of your email. Within seven working days of receiving your application, we will: acknowledge receipt of the application advise you with reasons if your application is invalid (for example, incorrect application form or fee). Within seven working days of receiving advice from a Court or Tribunal, we will acknowledge receipt of the decision or information and advise you if there are any further requirements. Translating and Interpreting Service (TIS) National We will answer 90 per cent of telephone calls to a TIS operator within 30 seconds. A telephone interpreter in a major community language will be provided within three minutes. We will respond to 85 per cent of requests for an appointment within three working days. We will process 90 per cent of fee-free translations within 20 working days of request. Freedom of Information We will acknowledge freedom of information requests within 14 calendar days from date of receipt and provide a decision within 30 calendar days from date of receipt. Next topic: To Help Us Help You Overview About Us Understanding the Client Experience Minister for Immigration and Citizenship and Minister for Multicultural Affairs Performance and Progress Senior Staff Who We Are [*]Departmental Annual Reports [*]Freedom of Information and Privacy Access to Information Freedom of Information Freedom of Information Disclosures Explaining and Reviewing Our Decisions Information Publication Scheme Privacy Privacy and Freedom of Information Enquiries Reviews into Processing of Freedom of Information Requests by the Department in 2012 [*]Departmental Information Reports Plans, Policies and Charters Our Service Standards Contracts, Tenders and Submissions Senate Continuing Order - Departmental File Lists Legislation and Regulations Chief Executive Certification for Government Advertising Campaigns [*]Stakeholder Engagement Initiatives Key national stakeholders National engagement State and territory engagement Enquiries [*]Speeches & Presentations [*]Contact Us [*]Careers About eRecruit Information for Applicants Graduate Development Program Enterprise Agreement Career Opportunities - Interpreters Career Opportunities - Indigenous Australians Career Opportunities - People with disability [*]Special Assistance [*]Our History Celebrating 65 Years of Nation Building The Immigration Journey Immigration Timeline Articles Immigration Videos Photo Gallery Memorabilia What's in a Name? The Library History Project Former Ministers, Parliamentary Secretaries and Secretaries Online Services SkillSelect Visitor visas Student visas Resident Return visa Check the progress of your online lodged application Check Work or Visa Entitlements (VEVO) View all online visa and citizenship services Popular Links Agents GatewayApplications and FormsBiometrics CollectionCitizenship CeremoniesCitizenship EligibilityCitizenship ResourcesLearning English (AMEP)LEGENDcomVisa Fees and Charges Client Feedback Client service charter Translated resources Bookmark this page Print page people our business Departmental Sites Minister for Immigration and Citizenship Minister for Multicultural Affairs Accessibility Link to comment Share on other sites More sharing options...
wrussell Posted March 5, 2013 Share Posted March 5, 2013 And then I remembered my democratic rights, viz. to complain to the ombudsman/write to the Minister for Immigration & Citizenship (or his shadow)/write to my MP. As good a way as any of wasting a stamp. Link to comment Share on other sites More sharing options...
Hot Welder Posted March 5, 2013 Share Posted March 5, 2013 I don't have a problem with DIAC, which you would know if you read most of my other posts. I got the ****s with a constant flow of questions from people on here, whom I thought should have approaced DIAC in the first place. Then some people replied with posts explaining that DIAC is unhelpful, unaccountable and confusing, so I asked 'why don't you complain to DIAC then?' And then I thought 'why don't I pass on their complaint myself and see what happens?' And then I remembered my democratic rights, viz. to complain to the ombudsman/write to the Minister for Immigration & Citizenship (or his shadow)/write to my MP. Feedback form for DIAC http://www.immi.gov.au/contacts/forms/services/services-form.htm Link to comment Share on other sites More sharing options...
Alaska Posted March 5, 2013 Share Posted March 5, 2013 Well "giving clear, accurate and timely information" is supposed to be part of their job which would do well enough. It wouldn't be so bad if they just said "We don't know" but they give out information as though it is FACT and it is often completely wrong. I know someone who was given 3 completely different dates about when they could apply for citizenship (a bit of an unusual situation) and that isn't acceptable. Not everyone has the money lying around to spend on RMAs because DIAC are giving incorrect advice. It is a training issue I think rather than a "not their job" issue. Link to comment Share on other sites More sharing options...
MARYROSE02 Posted March 5, 2013 Author Share Posted March 5, 2013 Immi.gov.au IS DIAC! Link to comment Share on other sites More sharing options...
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