Australians who are forking out thousands of dollars in visa fees for their overseas parents are facing unfair processes and are sometimes left out of pocket with no result.
In some cases, people are dying as they wait decades for permission to relocate to Australia and the Commonwealth ombudsmen has criticised the system managed by the Department of Home Affairs.
"Parent visa applications involve significant charges which can total over $40,000 and very lengthy processing wait times of up to almost 30 years," Ombudsman Iain Anderson said in a statement on Tuesday.
"It is not surprising that as time passes and circumstances change, applicants may no longer want to proceed with their application and request a refund."
An investigation prompted by complaints has resulted in a report which outlines clear difficulties for citizens accessing refunds for visa application charges.
The costs are in-part designed to offset the impost on federal coffers which migrants place on government services.
An initial payment is made when lodging a visa application, and a second instalment is payable close to completion. There is a cap on the number of people granted each category of visa each year and the wait can be lengthy.
The investigation found the discretionary refund of the initial payment rarely occurs.
"Home Affairs needs to improve on its policies and procedures to allow for a consistent and fair decision-making process when assessing ... refund requests for parent visas," Mr Anderson said.
The department has agreed to six recommendations by Mr Anderson, including the provision of clearer information for visa applicants. It is also recommended that refund decisions be assessed for consistency, and a formal review process be highlighted.
"People are at the heart of the parent visa application process and deserve a refund system that is fair and responsive to their situation," Mr Anderson said.
In cases where several years have passed since the payments were made, the Home Affairs will liaise with other departments to calculate appropriate refunds taking into account shifts in value such as inflation.
