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Internal Complaint Procedure

21/1/2025

1. Making a Complaint
If you have concerns regarding any services provided by us under our written agreement, you may raise a complaint by contacting:

The licensed immigration adviser managing your case; or
Our office manager:
- Email: [email protected]
- Phone: +64 9 918 2848
- Postal Address:
  - Immigration Trust
  - PO Box 90349
  - Victoria Street West
  - Auckland 1010
  - New Zealand

2. Acknowledgement of Your Complaint
Upon receiving your complaint, we will acknowledge it in writing within three (3) working days.

3. Resolution Meeting
We are open to meeting with you to discuss your complaint in detail and work towards a fair and prompt resolution. You are welcome to bring a support person of your choice to any such meeting.

4. Formal Response
Following our meeting, or upon receiving complete details of your complaint, we will provide a formal written response within ten (10) working days.

5. Further Action (if necessary)
If you are dissatisfied with our response, the Immigration Advisers Authority (IAA) recommends that you attempt to resolve the matter through our internal complaint procedure before seeking their intervention.

If you still believe we have breached the Licensed Immigration Advisers Code of Conduct 2014, you may escalate the complaint to the IAA.

Your complaint to the IAA must be in writing and specify the grounds that form the basis of your complaint. You may use the IAA’s Complaint Form, available along with additional information on their website at www.iaa.govt.nz.

Contact Details for the IAA:

Email: [email protected]
Phone:
- Freephone (New Zealand): 0508 422 422
- From overseas: +64 9 925 3838
Postal Address:
- Immigration Advisers Authority
- PO Box 6222
- Victoria Street West
- Auckland 1142
- New Zealand
Courier Address:
- MBIE Mailroom
- Immigration Advisers Authority
- Level 4
- 167b Victoria Street
- Auckland CBD
- Auckland 1010
- New Zealand

For more information, please visit the IAA's website at www.iaa.govt.nz.

Terms and Conditions of Use

21/1/2025

Overview
This website is operated by Leepark International Limited T/A Immigration Trust (“Immigration Trust”). Throughout the site, the terms “we,” “us,” and “our” refer to Immigration Trust. Immigration Trust offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or engaging our services, you agree to be bound by the following terms and conditions (“Terms of Service,” “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, clients, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, you must stop using the website or our services.

You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Section 1 – Online Payment Terms
1.1 Our online payments are securely processed through Stripe, a trusted payment gateway. Clients may use this platform to pay for appointments and case assessment services in advance.
1.2 Immigration Trust does not operate an online store. All payments made through the website are for professional services, including booking appointments or accessing case assessments, and must be completed prior to receiving the service.

Section 2 – General Conditions
2.1 We reserve the right to refuse service to anyone for any reason at any time.
2.2 Your content (excluding payment information) may be transferred unencrypted across networks or adapted to meet technical requirements. Payment information is always encrypted during transmission.
2.3 You agree not to copy, reproduce, sell, or exploit any portion of the services without express written permission.

Section 3 – Accuracy of Information
3.1 Immigration Trust strives to ensure all content on the website is accurate and up-to-date, but it is provided for general information purposes only.
3.2 We are not responsible for inaccuracies, omissions, or reliance on outdated content. Users should consult more reliable sources when making decisions based on website information.

Section 4 – Modifications to Services and Prices
4.1 Prices for our services are subject to change without notice.
4.2 Immigration Trust reserves the right to modify, suspend, or discontinue services at any time.

Section 5 – Refund Policy
5.1 Refunds for services are governed by the terms outlined in the Letter of Engagement, which is provided once clients engage our services.
5.2 For clients using our appointment or case assessment services:

Clients may cancel or postpone their appointment prior to using the service.
Once the service has been provided (i.e., the appointment or assessment has occurred), refunds are not available, as our time and expertise have been utilised.

5.3 When clients proceed to engage Immigration Trust for further services after the appointment or case assessment:

The amount paid for the appointment or assessment will be fully deducted from the total fee for the agreed service, as outlined in the Letter of Engagement for each specific service.

For any questions about the refund policy, please contact us before making payment.

Section 6 – Privacy
6.1 Immigration Trust handles personal information in accordance with the Privacy Act 2020.
6.2 Refer to our Privacy Policy for detailed information on how we collect, use, and protect your data. By using the website, you agree to the terms outlined in the Privacy Policy.

Section 7 – Duty of Care
Our duty of care is to the client who signs the Letter of Engagement. Before other parties rely on our services, we must provide express written agreement.

Section 8 – Confidentiality
Immigration Trust will keep all client information confidential unless disclosure is required by:

Administration of the Immigration Advisers Licensing Act 2007.
Promoting your interests to Immigration New Zealand.
Compliance with applicable law.

Section 9 – Complaints
Complaints are handled promptly and fairly. If unsatisfied, clients may escalate their complaints to:

Registrar of Immigration Advisers
Immigration Advisers Authority
Address: Level 8, 167b Victoria Street, Auckland CBD, Auckland 1010, New Zealand
Postal Address: Immigration Advisers Authority, PO Box 6222, Victoria Street West, Auckland 1142, New Zealand
Website: www.iaa.govt.nz

Section 10 – Contact Information
For questions about these Terms and Conditions, please contact us:

Email: [email protected]
Mailing Address: PO Box 90349, Victoria Street West, Auckland 1010, New Zealand
Phone: +64 9 918 2484

How we work & Policies

Internal Complaint Procedure

Code of Conduct 2014

Terms and Conditions of Use

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