Complaints

This complaints process is administered by Lodgement Logic Immigration Services OPC, which operates the Lodgeic Immigration Services brand and website.

Email info@lodgeicvisa.com with “Complaint” in the subject line. Include your name, a way to contact you, a brief description of what happened, the relevant dates and the outcome you are seeking. Please avoid sending sensitive documents until we confirm what is needed and how to provide them.

If you need help putting your concern in writing, contact us and we will discuss how we can assist. There is no fee for using our internal complaints process.

What happens next

1. Initial response: We will respond within two working days of receiving your complaint and let you know who is handling it.
2. Review: We will consider the information you provide, review the relevant records and ask for clarification where needed. We will handle your concern fairly and limit access to those who need the information to address it.
3. Outcome: We aim to resolve the matter within ten working days. If more time is needed, we will explain why, provide an updated timeframe and keep you informed. We will explain our findings and any proposed steps to resolve your concern.

Independent complaint options

You may contact the relevant regulator directly. You do not have to complete our internal process before doing so.

For a complaint about a licensed New Zealand immigration adviser, you can contact the Immigration Advisers Authority (IAA). The IAA receives and investigates complaints and may refer them to the Immigration Advisers Complaints and Disciplinary Tribunal. There is no charge to make an IAA complaint, and making one does not affect your immigration status.

For privacy concerns, email info@lodgeicvisa.com. You may also contact the Philippines National Privacy Commission, or the New Zealand Privacy Commissioner where New Zealand privacy law applies. See our Privacy Policy for information about your rights.

Service complaints and visa decisions

This process concerns our services. A visa decision is made by the relevant immigration authority. Making a service complaint does not appeal a visa decision or extend any application, reconsideration or appeal deadline.

Lodgeic Immigration Services is the trading brand of Lodgement Logic Immigration Services OPC, Philippines.