Client Communications Policy

Office Hours:

Monday to Friday : 9am – 1pm, 2pm – 5pm (except public holiday)

Our desire is to provide the best possible client service that meets our clients’ needs while responding to their concerns in a timely manner. 

In order to do so, we use the following methods to communicate directly with clients: telephone, voicemail, mail, email, and calendar invitations.

In order to do so, our preferred method of communicating directly with clients is via email and for our clients to communicate to us via email

We will still expect telephone calls and voice messages but only in cases of emergency only

In order to maintain attorney-client confidentiality and be as efficient as possible, we do not communicate with clients via text messages or social media.

Changes to Contact Information

As a client, it is your responsibility to notify the office in a timely manner of changes to any of your contact information. Failure to do so could delay the receipt of an important communication and negatively impact your matter.

Service Updates and Letters

As a client, you will receive regular updates regarding your immigration services. These updates, along with any invoices, are generally sent by email. You may also receive mail for documentation return from INZ

Phone Calls

I would love to be available to personally receive every client call. However, to maintain a functional and efficient practice, most activities in my day are scheduled ahead of time to ensure that they have my full attention.  This includes phone calls with clients.
My administrative assistant is equipped to handle most routine matters and inquiries, and your call will always be held in the strictest confidence. If your issue does require speaking with me personally, then it is usually more efficient to schedule a phone conference or send a short email. This avoids the time that is wasted by playing phone tag and means that you will get my undivided attention (and not just a quick second between meetings). Scheduled calls will take precedence over returning messages and voicemails from unscheduled calls. Average turnaround time for missed calls would be 24 to 48 hours. Please send an email for better communication.
Email

While email is often the most convenient method of communication, it can also be one of the greatest hindrances to productivity. For this reason, emails are generally checked once or twice a day, usually around midday and end of the day, except for weekends and holidays. My goal is to respond to most emails within 24 hours unless your inquiry requires additional research.
My office may ask you to schedule a follow-up appointment, whether by phone or in person if doing so would be more efficient than responding to a complex matter with a long email or series of emails.

For time sensitive matter, please state “Time Sensitive” on the email subject with the due date of the matter on it.

To help with the processing time, also kindly indicate your client ID with us on the subject line (TME XXX)

An example subject line would be “TME 888, TIME SENSITIVE, 7/8/2018 5 pm, work visa PPI”

Urgent Communications

Emergencies are rare, but they do happen. If the matter is urgent, you should call, rather than email, the office. If it is a true emergency, my assistant will interrupt me and ask that I take the call. Otherwise, she will politely insist on scheduling an appointment. Again, my assistant is well equipped to make such determinations.
Likewise, if I need to get your attention immediately, I will first call you, then follow up by email.

Online Communication

A client can send through the contact form on the TME website https://totalmigration.co.nz/

The initial interaction could happen through our Facebook page, further communication should then shift to phone calls or via emails

Appointment

All appointments need to be booked 24 hours in advance. Via TME website, phone calls or emails. No drop in appointment available.​

This policy applies only to those who have retained the services of Total Migration & Enterprises Limited.

Internal Complaints Procedure

  1. If at any time you have a complaint about any of the services that we have undertaken to provide to you in accordance with our written agreement, you may make a complaint to:
  • the licensed immigration adviser handling your immigration matter; or
  • if you would prefer to discuss the complaint with someone other than your licensed immigration adviser, you may contact Angela at our office. She may be contacted by email at admin@totalmigration.co.nz by telephone at 021910134, or in writing at 55 London Street, Hamilton, New Zealand.
  1. We will send you an acknowledgement of your complaint in writing within five (5) working days of receiving it.

 

  1. We would be happy to meet with you at any time to discuss the nature of your complaint, so that we can attempt to resolve it fairly and promptly between ourselves. You can bring any support person you wish to such a meeting.

 

  1. We would also be happy to arrange a mediator to attend a meeting if you wish.

 

  1. We will formally reply to your complaint within 10 working days of meeting with you, or receiving the full details of your complaint.

 

  1. If you are not happy with our response to your complaint, and you feel that we have demonstrated one or more of the following grounds for complaint – negligence, incompetence, incapacity, dishonest and misleading behaviour, or have breached the Licensed Immigration

Advisers Code of Conduct – you may complain to the Immigration Advisers Authority (the

Authority).

 

  1. A complaint made to the Authority must be in writing and specify the ground or grounds that form the basis of your complaint. You can use the Complaint Form which, together with other information on the complaints process, is available on the Immigration Advisers Authority website, at www.iaa.govt.nz, where you will also find the Authority’s contact details.