Starworld operates under the Migration (Migration Agents Code of Conduct) Regulations 2021 — the legally binding professional standards governing all registered migration agents in Australia.
All Starworld migration agents are registered with the Migration Agents Registration Authority (MARA) and are bound by the Migration (Migration Agents Code of Conduct) Regulations 2021.
The Code is a legally enforceable instrument made under the Migration Act 1958 (Cth). Failure to comply can result in MARA cancelling or suspending an agent's registration.
You can verify any agent's MARA registration and read the full Code at www.mara.gov.au
Under the Code, Starworld's registered migration agents are required to maintain the following professional standards in every client interaction, government dealing, and business practice.
Our agents uphold the highest professional standards in all dealings — with clients, the Department of Home Affairs, review tribunals, and the public.
Code s.13 — General duty to act professionally, ethically etc.Agents must not discriminate on the basis of race, colour, national or ethnic origin, sex, marital status, age, disability, religion, or political opinion.
Code s.14 — Duty to treat all persons with appropriate respectAgents must not make false, misleading, or deceptive statements to clients, officials, or in any advertising or promotion. This extends to claims made on this website and in any marketing material.
Code ss.15, 26 — Duty not to make false or misleading statementsAgents must not provide immigration assistance where there is little or no realistic prospect of success, and must advise clients honestly and clearly about the merits of their case.
Code s.19 — Duty not to give futile immigration assistanceAgents must not engage in, encourage, or assist conduct that undermines or circumvents Australian migration legislation or policy.
Code s.18 — Duty not to undermine the migration lawAgents must continuously maintain their knowledge of migration law and complete mandatory Continuing Professional Development (CPD) as required by MARA each year.
Code s.22 — Duty to maintain skills and knowledgeAll registered migration agents must maintain current professional indemnity insurance to protect clients in the event of errors or omissions in the provision of immigration assistance.
Code s.27 — Duty to hold professional indemnity insuranceThe Code establishes specific, enforceable rights for all clients of registered migration agents. As a Starworld client, you are entitled to the following protections under Australian law.
If any actual or potential conflict of interest arises, your agent must disclose it to you immediately. You must give written consent before the agent can continue to act for you.
Code s.34 — Duty to inform clients of conflicts of interestYour agent must not disclose any information about you or your immigration matter to any person — except with your consent or where required by Australian law.
Code s.35 — Duty of confidentialityIf you need interpreter services to communicate effectively with your agent, Starworld must arrange access to an appropriate interpreter — in any language you require.
Code s.37 — Duty to arrange access to interpretersBefore entering into any Service Agreement, your agent must provide you with a copy of the official MARA Consumer Guide — which explains your rights and the agent's obligations in plain language.
Code s.38 — Duty to give consumer guide to clientsYour agent must keep you informed about the progress of your immigration matter. You must be notified promptly of any decisions, requests for information, or significant developments in your case.
Code s.39 — Duty to keep clients informed about progressAgents must not take any action (or fail to take action) that causes you unnecessary expense or delay. They must act efficiently and in your best interests at all times.
Code s.40 — Duty not to cause unnecessary expense or delayUpon completion of services — or on request — Starworld must return all original documents belonging to you. An agent cannot withhold your documents. If you terminate the agreement, documents must be returned promptly.
Code ss.53–55 — Return of client documentsBefore Starworld can provide any immigration assistance, a written Service Agreement must be provided to you and signed by both parties. This is a legally binding requirement under the Code.
Under Code s.42, every Service Agreement must clearly state: the full scope of immigration assistance to be provided; the total fee or a clear method for calculating it; all anticipated disbursements (government fees, health checks, etc.); what happens if either party terminates the agreement; the agent's MARA Registration Number (MARN); and how to make a complaint. No fee can be charged before the Agreement is signed.
You will receive an itemised invoice for all services. Agent fees and government disbursements (application charges, etc.) are always listed separately so you know exactly what you are paying for.
Code ss.46–52 — Client money obligationsIf the Service Agreement is terminated — by you or by Starworld — you are entitled to a refund of any fees for services not yet performed. The refund policy must be stated in the Agreement before you sign.
Code s.44 — Termination of service agreementAny money paid by you to cover government application fees must be held in a separate clients' account. It cannot be used for Starworld's operating expenses or any other purpose until paid to the government.
Code ss.46–49 — Separate clients' accountStarworld is legally required to maintain strict confidentiality of all client information. Your personal details, visa history, immigration status, and case documents will never be disclosed to any third party without your express written consent — except in the following limited circumstances:
Where disclosure is required by an Australian statute, court order, or lawful direction from a government authority.
Information submitted to the Department as part of your visa application — strictly in accordance with your instructions and the signed Service Agreement.
Where you have specifically and clearly authorised the disclosure in writing — for example, to a family member, employer, or education provider.
Starworld also complies with the Privacy Act 1988 (Cth) and all 13 Australian Privacy Principles (APPs). You have the right to access any personal information we hold about you, and to request corrections if information is inaccurate.
Registered migration agents have strict and non-negotiable obligations regarding their dealings with the Department of Home Affairs, the Administrative Review Tribunal (ART), and all other Australian government officials.
Agents must not make false, misleading, or deceptive statements to any government decision-maker — and must not assist a client in doing so, regardless of circumstances.
Code s.20If Starworld discovers that false or misleading information has been submitted to a government official — even inadvertently — we are legally required to take reasonable steps to correct it, even if this may be adverse to your case.
Code s.21 — Duty relating to correcting false or misleading statementsAll Starworld agents must comply with Australian migration law in full and must not engage in, encourage, or assist any conduct that undermines Australia's migration system.
Code ss.17–18The Code contains detailed, strict rules governing how Starworld handles all money received from clients. These rules exist to protect you from financial loss.
| Obligation | What it means for you as a client |
|---|---|
| Separate clients' account | All client money (government fees, disbursements) is held in a separate dedicated trust account — it is never mixed with Starworld's operating funds |
| Itemised invoices | Every invoice clearly separates agent fees from government charges and disbursements — no hidden amounts |
| Receipts for every payment | A written receipt must be issued for every payment you make to Starworld |
| Refund of unearned fees | If your agreement ends before services are completed, you are entitled to a refund of all fees for uncompleted work |
| No undisclosed commissions | Agents cannot receive undisclosed referral fees or commissions from third parties (e.g. universities, colleges) in relation to your matter without your knowledge and written consent |
| Full financial records | Complete and accurate financial records of all transactions must be maintained for a minimum of 7 years |
Starworld is required by law to maintain complete and accurate records of all client files for a minimum of 7 years from the date of last action. These records include:
All documents provided by you, all advice given to you (written and oral), all correspondence, and all documents submitted to government authorities on your behalf.
Records of all significant dates (lodgement dates, visa grant dates, expiry dates), government decisions, and all written and recorded oral communications.
All fees received, disbursements paid, receipts issued, and any refunds made in relation to your matter.
The signed Service Agreement and any subsequent amendments to the scope, fee, or terms of the engagement.
You may request access to your file at any time during this 7-year period.
If you are dissatisfied with any aspect of the service you receive from Starworld, you have several avenues available to you at no cost.
In the first instance, please contact us directly. We are committed to resolving all complaints fairly, promptly, and in good faith. Our complaints officer will respond within 5 business days.
Email: info@starworldservices.com
Phone: (+61) 43287 7431
If you are not satisfied with Starworld's response, you can lodge a complaint directly with the Migration Agents Registration Authority (MARA) — free of charge. MARA can investigate complaints and, if the Code has been breached, can caution, suspend, or cancel an agent's registration.
Lodge a complaint with MARA →Lodging a complaint with MARA costs you nothing. You do not need a lawyer. MARA will assess your complaint, determine whether there are grounds to investigate, and inform you of the outcome. If you are experiencing financial hardship or difficulty communicating in English, MARA can assist.
The MARA Consumer Guide is an official government document that all registered migration agents are legally required to provide to clients before entering into a Service Agreement. It explains your rights in plain English and is available in multiple languages.
A clear, plain-English explanation of what you are entitled to expect from your MARA-registered migration agent.
The key obligations the Code places on your agent — what they must do, and what they are prohibited from doing.
Step-by-step guidance on how to raise a complaint — with Starworld first, and then with MARA if needed.
The Consumer Guide is published by MARA in multiple languages including Filipino (Tagalog), Hindi, Mandarin, and more.
This page provides a summary of Starworld's key obligations under the Migration (Migration Agents Code of Conduct) Regulations 2021. It is not a complete reproduction of the Code and does not constitute legal advice. For the full authoritative text of the Code, visit the Federal Register of Legislation or the MARA website. Last reviewed May 2025.
Our MARA-registered agents are happy to walk you through the Code of Conduct, the Consumer Guide, and what to expect before you sign anything.