If you are unhappy with anything we have done, please tell us. We would rather hear about it and put it right. Complaining will not affect the help you get from us, and it will not affect your immigration case.

如果您对我们的任何做法不满意，请告诉我们。我们宁愿知道并加以纠正。提出投诉不会影响您从我们这里获得的协助，也不会影响您的移民案件。

如果你對我哋做嘅任何嘢唔滿意，請話畀我哋知。我哋寧願知道，然後改正。投訴唔會影響你喺我哋度攞到嘅協助，亦都唔會影響你嘅移民個案。

1. What you can complain about一、可以投诉什么一、可以投訴啲乜

Anything about the service we have given you — the advice itself, delays, how you were treated, a misunderstanding, or a decision you disagree with. You can complain in Mandarin, Cantonese or English, in writing or by speaking to us.

与我们提供的服务有关的任何事——包括建议本身、处理延误、对待方式、沟通误解，或您不同意的决定。您可以用普通话、粤语或英文，以书面或口头方式提出。

同我哋提供嘅服務有關嘅任何嘢——包括建議本身、拖延、對待你嘅方式、溝通誤會，或者你唔同意嘅決定。你可以用普通話、廣東話或者英文，用書面或者口頭方式提出。

2. Step one — tell us二、第一步：告诉我们二、第一步：話畀我哋知

Speak to the person handling your case first. Many things can be sorted out straight away. If you would rather not, or if it does not resolve matters, make a formal complaint:

请先与负责您案件的人员沟通。很多问题当场就能解决。如果您不愿意这样做，或问题未能解决，可以提出正式投诉：

請先同負責你個案嘅人講。好多嘢當場就解決到。如果你唔想咁做，或者問題解決唔到，可以提出正式投訴：

It helps if you can tell us your name and contact details, what happened and roughly when, and what you would like us to do about it. If you cannot write it down yourself, we will help you.

如果能提供以下信息会有帮助：您的姓名与联系方式、发生了什么以及大致时间、您希望我们如何处理。如果您无法自行书写，我们会协助您。

如果可以提供以下資料會好啲：你嘅姓名同聯絡方式、發生咗咩事同大約幾時、你想我哋點處理。如果你自己寫唔到，我哋會幫你。

3. What we will do三、我们会做什么三、我哋會做啲乜

Stage阶段階段	What happens处理内容處理內容	Timescale时限時限
Acknowledgement确认收到確認收到	We confirm we have your complaint, and tell you who is looking into it.我们确认已收到您的投诉，并告知由谁负责调查。我哋確認收到你嘅投訴，同埋話畀你知邊個負責調查。	Within 5 working days5 个工作日内5 個工作日內
Investigation调查調查	We review the file, speak to the people involved, and may ask you for more detail.我们查阅案卷、与相关人员核实，必要时会向您了解更多细节。我哋會睇返案卷、同有關人士了解，有需要會問你多啲細節。	Normally within 4 weeks通常 4 周内通常 4 個星期內
Written outcome书面答复書面回覆	We write to you with our findings, what we are doing about it, and how to take it further if you are still unhappy.我们以书面形式告知调查结果、拟采取的措施，以及若您仍不满意应如何进一步处理。我哋會用書面話畀你知調查結果、我哋會點做，以及如果你仲係唔滿意可以點樣再跟進。	With the investigation outcome随调查结果一并发出同調查結果一齊發出

If a complaint is complicated and will take longer, we will tell you why and give you a new date.

如果投诉较为复杂、需要更长时间，我们会说明原因并给出新的答复日期。

如果投訴比較複雜、需要耐啲，我哋會解釋原因，同埋畀返一個新嘅日期。

4. You can go to the regulator at any time四、您可随时向监管机构投诉四、你可以隨時向監管機構投訴

5. Language and access五、语言与无障碍五、語言同無障礙

You may complain in Mandarin, Cantonese or English. If you need someone to help you put the complaint together, or you would rather bring a friend or family member, that is fine. We can provide this procedure in large print on request.

您可以用普通话、粤语或英文提出投诉。如需他人协助整理投诉内容，或希望由亲友陪同，均无问题。如有需要，我们可提供大字版本。

你可以用普通話、廣東話或者英文投訴。如果需要人幫你整理投訴內容，或者想搵親友陪你，都冇問題。有需要嘅話，我哋可以提供大字版本。

6. Our records六、记录保存六、記錄保存

We keep a record of every complaint and what we did about it. These records are reviewed so that the same problem does not happen again, and they may be inspected by the IAA during an audit.

我们会记录每一宗投诉及处理经过。这些记录会被定期检视，以避免同类问题重复发生；IAA 在审查时也可能查阅。

我哋會記低每一宗投訴同處理經過。呢啲記錄會定期檢視，避免同樣嘅問題再發生；IAA 做審查嘅時候亦可能會查閱。