01About these terms
These terms are issued by Outlook Immigration and Consulting Pty Ltd trading as Outlook Immigration (ABN 16 669 986 181) ("Outlook Immigration", "we", "us", "our"). They apply to your use of our website and to consultations booked through it. By using our website or booking an appointment, you agree to these terms. We may update them at any time, and the current version applies from the date it is published.
02How we provide immigration assistance
Immigration assistance is provided only by registered migration agents, in line with the Migration Act 1958 (Cth) and the Migration (Migration Agents Code of Conduct) Regulations 2021 (the Code). Education counselling is provided by our QEAC certified counsellors.
Other registered migration agents in our firm may work on your matter, and administrative tasks may be carried out by our staff under the proper supervision of the responsible registered migration agent.
03Agreement for Services and Fees
Before we start work on your matter, you will receive the OMARA Consumer Guide and a written Agreement for Services and Fees. Where required, we will also ask you to complete Form 956 to appoint us. The Agreement sets out the services, our fees, estimated disbursements, the payment schedule and the terms of our engagement.
If there is any inconsistency between these website terms and your signed Agreement, the Agreement prevails. If the Agreement is inconsistent with the Code, it will be varied to comply with the Code.
04Website information is not advice
The content on our website is general information only and is not migration, legal or financial advice. Migration law and policy change often, and your circumstances are unique. Please do not act on website content without advice from a registered migration agent about your situation. See our Disclaimer.
05Consultation bookings and payments
- Consultation fees are shown when you book and are payable in Australian dollars at the time of booking, unless the service is free.
- Online payments are processed securely by Stripe. We do not store your full card details. Card surcharges may apply to some payments.
- A consultation gives advice for your situation at that time. It does not create an ongoing engagement unless we sign an Agreement for Services and Fees.
06Rescheduling and cancelling consultations
- You can reschedule or cancel a consultation free of charge up to 24 hours before your appointment, using the link in your confirmation email or by contacting us.
- Cancellations made less than 24 hours before the appointment, or missed appointments, may not be refunded, except where required by law.
- If we need to cancel or reschedule, we will offer you a new time or a full refund.
07Professional fees and disbursements
- Our fees for an engagement are set out in your Agreement, usually as a fixed fee inclusive of GST. A fixed fee can only be varied in exceptional circumstances, in writing, and with your written agreement, as the Code requires.
- Our services are not offered on a "no win, no fee" basis. Fees are payable for work performed regardless of the outcome of an application.
- Disbursements, such as visa application charges and card surcharges, are in addition to our fees. We will not charge more than the estimate in your Agreement unless we tell you in writing and you agree in writing.
- Unless your Agreement says otherwise, all fees and disbursements must be paid in full before your application is lodged.
- You are responsible for costs paid directly to third parties, such as health examinations, police certificates, English tests, NAATI-certified translations, skills assessments and travel.
08Client money and invoices
- Money you pay in advance of services is held in our designated Clients' Account and remains your property until a Statement of Services has been given to you or the money is paid as a disbursement on your behalf.
- We will give you a Statement of Services within 28 days of the final decision on your application, as required by section 313 of the Migration Act and the Code. If we propose to withdraw fees before then, we will first give you a Statement of Services for the work done to that point.
- If an itemised invoice remains unpaid 30 days after it is issued, interest may be charged from the invoice date at a rate not exceeding the Reserve Bank of Australia cash rate target plus 2%.
09No guarantee of outcomes
Visa and other decisions are made by the Department of Home Affairs, the Administrative Review Tribunal and other bodies, not by us. We give frank and honest advice about your prospects, but we cannot and do not guarantee the outcome of any application, assessment or review. If we consider an application would be futile, we will tell you in writing, as the Code requires.
10Your responsibilities
- Provide complete, accurate and truthful information and genuine documents, and tell us promptly about any changes in your circumstances or those of your immediate family.
- Respond promptly to our requests. We are not responsible for delays caused by information or documents not being provided on time.
- Do not use AI to create, alter or embellish any statement, declaration or document relied on as your own evidence, and tell us if AI was used to prepare any document you give us.
- Do not access or change your application in ImmiAccount without our knowledge and approval.
- Do not sell property, leave employment or finalise business or personal affairs because of an application without first telling us.
- Use our website lawfully and do not attempt to interfere with its security or operation.
11Ending our engagement
- You may end your Agreement with us at any time.
- We may end the Agreement only in line with the Code, including giving you written notice where required, and we must end it if a conflict of interest arises that cannot be managed under the Code.
- If the Agreement ends, you pay only for work already performed. We will notify the Department or tribunal that we no longer act for you, advise you about appointing another agent, and return the documents you are entitled to.
12Refunds
- We will pass on any disbursements refunded to us by the Department of Home Affairs or a review body.
- We will refund our fees if an application is invalid, unless the invalidity was caused by your incorrect instructions, misleading statements or negligence.
- If the Agreement ends, we will refund any unearned money held in our Clients' Account within 14 days, with a final Statement of Services for work completed.
Nothing in these terms excludes rights you have under the Australian Consumer Law.
13Confidentiality and records
We will not disclose confidential information about you or your business without your written consent, unless required by law. We keep your documents and the records required by the Code securely for 7 years after the last action on your file. See our Privacy Policy.
14Complaints and disputes
If you have a concern, please speak first with the registered migration agent handling your matter. If it is not resolved, write to us at info@outlookimmigration.com or use our Complaints & Feedback form. We will give you a written response within 14 days of receiving your complaint.
For disputes about your Agreement, we will first try to reach a written agreement with you within 21 days of either of us asking to discuss it. If we cannot, the dispute may be referred to the Australian Commercial Disputes Centre (ACDC), with fees shared equally, before any court proceedings are started.
You can also complain to the Office of the Migration Agents Registration Authority (OMARA) at any time. Making a complaint will not affect your visa application.
15Intellectual property
All content on this website, including text, graphics, logos and design, is owned by or licensed to Outlook Immigration and is protected by copyright and other laws. You may view and print content for personal, non-commercial use only.
16Third-party websites
Our website links to third-party websites, such as the Department of Home Affairs, OMARA and WhatsApp. We are not responsible for their content, accuracy or privacy practices.
17Limitation of liability
To the extent permitted by law, including the Australian Consumer Law, we are not liable for loss arising from your use of, or reliance on, the general information on this website, or from changes to the law made after an application is lodged. Where our liability cannot be excluded but can be limited, it is limited to supplying the services again or paying the cost of having them supplied again.
18Severability and governing law
If any part of these terms is prohibited, non-compliant or unenforceable under a law, it is to be read so that, to the extent the law permits, it is enforceable. These terms are governed by the laws of Victoria, Australia, and you agree to the non-exclusive jurisdiction of its courts.
19Contact us
Outlook Immigration and Consulting Pty Ltd (trading as Outlook Immigration)
ABN 16 669 986 181
29 Rainier Cres, Clyde North VIC 3978
Email: info@outlookimmigration.com
Phone: +61 424 455 544
