Amending the OISC's complaints scheme

The current complaints scheme is 3 years old and requires refreshing, including making it more user-friendly. The new complaints scheme has been reviewed and redrafted to reflect legislative changes and to be in line with OISC policies and processes.

In particular, the Immigration Act 2014 made important changes to the Commissioner’s powers. The act has removed the previous registered/exemption categorisation of immigration advice organisations. All immigration advice organisations will now be categorised as registered and this needs to be reflected in the complaints scheme.

The Commissioner has also been given further powers under the 2014 Act that are relevant to the Commissioner’s handling and use of complaints.

For these reasons the Commissioner felt that the time was right to review the complaints scheme and to consult on the proposed amended Scheme.

All those regulated by the OISC must comply with the complaints scheme.