Please take some time to read our client rights and how we strive to provide the
best service for you.
Treated with respect
If you feel you were talked to in an inappropriate way please let us know,
include the following info:
1.
Date and time of the conversation
2.
What type of service you were asking about
3.
And if you can, the first name of the person
What will happen?
We are a small family of workers but we need to know if someone is out of line,
in most cases they adjust their behaviour and we leave it at that. If the
problem continues we will ask them to leave. Please also note your complaint
will carry very little weight if the abuse started from your end. All of our
calls are recorded.
Send email to: manager@immigroup.com
Refunds
We are a paper processing firm, so we have steps we follow from beginning to
end. Once you place your order either over the phone, online, by fax, mail or in
person the wheels start turning at our end. Once an order is placed and you feel
you did not need our help, we will try to refund as much as possible to you, but
we don’t have a 100% refund policy.
Credits for refunds will be given in most cases to any client changing the
original service. Credits can be used in most cases anytime in the future.
A major misconception is that, for example, just because you placed your order
online that we can simply hit the delete button at our end. In very simple terms
we track all placed orders that come to us, our accounting department also needs
to log this order and we keep all transaction records for 7 years under lock and
key. Please note: in almost all cases we don’t keep credit card information in
your file, credit card info goes straight to the credit card Merchant Service
Providers.
In most cases if you call back within the same day of placing your order we
refund everything except $42.50, that ends up covering the process explained
above.
If you call us back to cancel once the service has been started whereby someone
is physically working on your file, under most circumstances we charge $32.50
per hour your file has been handled. If you call us back to cancel once the
service has been completed there is no refund. Also please note that after 30
days of placing an order we do not give refunds, although we may give a credit
note, which in most cases can be used towards another of our company’s services.
Quick note: Please read before placing your order to find out the process.
Content on our site
We strive for complete accuracy with the content on our website, but please be
aware that content can change without notice and at any time. We cannot accept
responsibility for inaccurate information. Please let us know of any information
that is not correct in anyway. If our call center agent tells you one thing but
your read something different, we ask you go back to our site to verify this and
if you still feel something is incorrect, please let us know ASAP. The info we
need is as follows.
1.
URL of the webpage and if possible put in quotes the info you feel is not
correct
2.
Name and time you called
3.
If possible who you spoke to
Send email to: manager@immigroup.com
We are not a government agency
Some of our services are regulated by the Canadian Society of Immigration
consultants and we follow its rules and guidelines. To learn more please click
here.
Immigroup certifies that all information the applicant provides, both written
and/or verbal, will be held in the strictest of confidence. All information
supplied will only be used for obtaining information for or on behalf of the
applicant and for no other purpose.
The applicant assumes all responsibility and liability that the information on
government forms is true and complete. Immigroup assumes no responsibility for
any errors, omissions or incomplete or illegible information on application
forms.
Where required, all forms must have an authorized guarantor in order to process
them.
The applicant must qualify and/or be eligible based on government standards in
order to receive certificates. The applicant agrees to have made their own
travel arrangements – these are not made by Immigroup on behalf of the client.
Immigroup assumes no responsibility and/or liability for government processing
and/or the production of certificates/cards or any other government task.
The applicant agrees to be bound by the following terms and conditions with
regard to PAYMENT: a) Payment by Visa, MasterCard, debit card or other. B) All
payments and transactions are final. C) The aforementioned term and condition is
in full force and effect until Immigroup has received written notification from
the applicant of a cancellation in such a manner as to afford Immigroup
reasonable opportunity to act on the said request. D) Immigroup agrees to charge
the applicant only for service, government fees, G.S.T., delivery charges, and
any disbursements if applicable. There are no G.S.T. charges on government fees.
E) Immigroup service fees are additional to any applicable government fees. F)
Immigroup Service Fees are non-refundable. G) Payment can be made in the form of
a certified cheque, money order or bank draft. However, the processing period
will only commence upon receipt. H) The applicant agrees that Immigroup is not
responsible for credit/debit authorization or approval. I) The applicant
authorizes Immigroup, in accordance with the following terms and conditions, to
initiate credit/debit entries on behalf of the applicant.
Immigroup provides Urgent/Rush/Accelerated Service only when the following terms
and conditions are met: A) The service is offered by the jurisdiction in charge
of the certificate or any other service being requested. B) Where required, a
valid guarantor must be available for confirmation - this is a government
requirement. C) All government terms and conditions must be met. D) The
authorization letter provided must be completed and signed and must accompany
the application in order for Immigroup to authorize the process and obtain
certificate documents and/or government documents. E) Government holidays and
closures for any reason(s) voids Urgent Service. F) In some cases, proof of
urgency must be provided. Please contact us for more information.
Immigroup provides Regular Service when the following terms and conditions are
met: A) Regular Service is based on standard government processing. The time
frame for receipt of the requested documentation varies by jurisdiction. B) Any
time frame quoted regarding the receipt of requested documents is an estimate,
not a guarantee. C) In some cases, the applicant will be notified by Immigroup
upon receipt of certificate from the government. In other cases, the government
will forward the completed document directly to the applicant. This varies by
jurisdiction. D) All other terms and conditions apply.
How secure is my information with Immigroup?
We take strict steps to keep information secure, as follows:
- Call center agents are forbidden from writing payment information down. When
credit card information is given it is imputed directly onto our merchant
(credit card processing virtual terminal). Only your last 4 digits are ever
displayed again on the merchant system.
- All personal files are kept under lock-and-key, in a camera recording
monitored environment. All our office premises are monitored by a security alarm
system or/and guard.
I thought you were the government
This can happen, in our busy world today we seem to have information overload.
Please do your best to take your time, we are here to help. If you expected to
call the government you can miss clear signs, which are:
- When you phone us during business hours of 8am-6pm Eastern Standard Time a
message comes on, which states; “We are a private company”, all clients hear
this statement before being transferred to a call center agent.
- Our home page logo is ‘IMMIGROUP Inc.’ – (Inc. is an abbreviation for
Incorporated), which is used only by business organizations.
- We are a .com company which is used by private business organizations,
whereas Government agency websites use a domain extension gc.ca or on.ca.
- All our pricing has ‘Harmonized Sales Tax (HST) and a service fee; this is
only used by private firms. Please note you will see this on our forms,
invoices, and websites but if talking to a call center agent they will sometimes
for simplicity reasons only tell you the totals.
- A clear CSIC logo is on our home page, this logo is only allowed to be shown
by CSIC members (Canadian Society of Immigration Consultants). CSIC member are
regulated but don’t work for the government.
- If half way through the service it finally hits you that we are not the
government, please just remember that normally government officers don’t call
you concerned about clarification of information on your application (Although I
have met some nice government workers that take that extra step).
Why don’t you tell all your clients you are not the government?
We do our best to be clear and transparent (please read above); the number of
clients that have this problem is still very low to take more drastic measures.
It is in our opening statement when you come though on our phone system “we are
a private firm” before you talk to an agent.
Why do you charge $42.50? Why can’t you just do a full refund?
We are a medium sized firm with around 20-30 employees and contractors. We do
our very best to deliver a great service, and we try to be fair to all our
customers.
We charge $42.50 for the service that has been used, which includes call centre
agents time, and processing fee for closing your file. The expectation of
hitting delete on a computer does not exist; we must rerate a paper trail if we
get audited by CCRA or CSIC and this cost us time and money.
Please remember that 1-2% of our clients will cancel at some point for certain
reasons and we don’t want to pass this expense on to our full paying clients.
Why do you charge $32.50?
If we have started working on your file, and you wish to stop the service, we
will bill you for the time we have spent working on your file. Please understand
with all files there is a step by step process, depending how far we are within
this process will determine your cancellation fee. Below you will find an
example:
- Call is taken by a call center agent and the service is explained.
- Call center agent processes payment.
- Call center agent creates a virtual file on our in-house database (Name,
Address, Contact information about the case is created).
- Call center agent sends an email confirming payment and will email required
documents (where applicable).
- Our head processing center in Toronto will then take over, whereby a physical
client file is created (please note physical client files are always created in
case of being audited by CCRA or CSIC. For more information about privacy and
security please click here)
- Documents are mailed or couriered to client (where applicable).
- Forms are received by client.
- Forms are completed by client, and faxed in for review.
- On receipt of faxed documents client is contacted.
- Application in most cases is retyped
- SummatiSummation letter for the government is created and processed.
- File is mailed out.
Please note: After this step no refund is given.
(Additio(Additional info) All files are closed by Toronto head office, and the
accounting info is transferred to bookkeeper and accountant. The file is
physically transferred to secure storage.
I would like to do business with Immigroup.
You can write to us by clicking on
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