Code of Conduct

Introduction 

• Sterling Migration is committed to providing migration advice and services in full compliance with the MARA Code of Conduct, as prescribed under the Migration (Migration Agents Code of Conduct) Regulations 2021. (Federal Register of Legislation) 

• By engaging us, clients can expect high standards of professional, ethical, transparent and fair service. 

• Our commitment reflects the dual purpose of the Code: (a) to protect clients of registered migration agents, and (b) to uphold the integrity of the migration advice profession and Australia’s immigration system. (Scribd) 

Our Core Professional Principles 

We, at Sterling Migration, pledge to always: 

• Act professionally, competently, diligently, ethically, honestly and with integrity. (Federal Register of Legislation) 

• Treat all people with appropriate respect, ensuring no harassment, coercion, unconscionable conduct, or victimisation — including on the basis of a person’s migration status. (Federal Register of Legislation) 

• Provide advice and services that are truthful and not misleading, and never make false or unsubstantiated promises or statements. (mara.gov.au) 

• Never threaten or imply we might act outside the Code or the law as leverage. (mara.gov.au) 

Duties in Delivering Migration Services 

In providing migration assistance, we will ensure that we: 

• Comply with all relevant migration law and regulations. (Federal Register of Legislation) 

• Do not act in a way that undermines the purpose of the law — for example, by withholding or misrepresenting information or documents, or by encouraging misleading statements to government authorities. (Federal Register of Legislation) 

• Ensure applications and other documents submitted on your behalf are accurate, complete and genuine; and where we have doubts about the validity of information or documents, we will not submit them unless we have taken reasonable steps to verify them or disclosed our concerns. (Federal Register of Legislation) 

Client Engagement, Communication & Transparency 

• We will confirm in writing: who we are, our fees and charges, the services we will provide, and any terms of our engagement before starting work. 

• We will keep you fully informed in writing of the progress of your case, and advise you as soon as outcomes are known. 

• We will only proceed with your informed instructions. We will not proceed to lodge applications, documents or correspondence with authorities without your explicit consent and direction. 

• We will clearly communicate any conflicts of interest, and if any arise, we will either decline or offer to refer to another qualified migration agent. 

Confidentiality, Record-Keeping & Document Handling 

• We treat your personal, sensitive and financial information with the highest level of confidentiality and respect. We will not share your data without consent, unless required by law. 

• We maintain accurate records (electronic or paper) of all communications, documents, and steps taken on your behalf. 

• If requested in writing, we will return to you any original documents or materials provided by you or that belong to you, within a reasonable timeframe (subject only to legal allowances). (Federal Register of Legislation) 

Professional Identity, Transparency & Accountability 

• We will ensure our unique Migration Agents Registration Number (MARN) appears on all correspondence, business cards, website and advertising materials, as required. (Federal Register of Legislation) 

• We will not allow or condone misuse of our MARN by others, and we commit to notifying the Authority promptly if we become aware of any misuse. (Federal Register of Legislation) 

Referral & Collaboration Principles 

• If we are not qualified to advise on a particular matter — or if the matter is outside our regular expertise — we will refer you to another registered migration agent or practitioner we believe is better suited. 

• We treat other registered agents with honesty, fairness and courtesy and will not denigrate or undercut other agents. We will only take over a client’s case from another agent with that client’s written instruction and after ensuring proper handover. (ONEderland Consulting) 

Handling Complaints & Disputes 

• We welcome feedback. If you are dissatisfied, you are encouraged to raise concerns with us in writing so we can promptly respond. 

• We will engage in fair, transparent and timely communication to resolve any complaint or dispute, and — where appropriate — participate in mediation as recommended by MARA. 

Client Awareness & Access to the Code 

• A copy of the official MARA Code of Conduct is always available, and we will provide it to you on request. 

• Our website will include a link to the MARA copy of the Code to ensure transparency and client awareness. 

Why This Matters 

By adhering strictly to this Code, Sterling Migration ensures that we: 

• Act in your best interest throughout the migration process. 

• Provide dependable, honest, transparent guidance that reflects current law and regulation. 

• Safeguard your personal information and treat you with dignity and respect. 

• Maintain the integrity and reputation of the migration advice profession.