Complaints Procedure
How service, privacy and referral complaints are received and escalated.
Internally approved for implementation. This document is not represented as externally signed, professionally approved or approved for live Australia service activation.
How to complain
Contact complaints@evisa-immigration.com with the order or referral reference and a factual description. Do not email passport images or health and criminal records.
Ownership
Nova handles complaints about marketing, intake, consent, the clerical service and technical transfer. An activated partner handles complaints about its professional advice, engagement and fees. Mixed complaints are coordinated.
Escalation
Privacy, security, suspected unauthorised advice and urgent customer-harm issues are escalated to the relevant internal owner and recorded in the audit trail.