Department of Immigration and Citizenship (DIAC)

Client Service and Feedback

Department of Immigration and Citizenship (DIAC) aims to offer a fair and professional service to all customers. If you are unhappy with a service that we provide or fund, we want to know. Your compliments and complaints provide us with information to help improve the quality of our services.

Our Compliments and Complaints Policy ensures that we process all compliments, complaints and suggestions in a consistent way and that we address them appropriately.

Note: The policy is not intended to cover decisions on applications, whether reviewable or non-reviewable, including decisions where an external review or appeal mechanism already exists.
Further information is provided in our Compliments and Complaints Brochure

How can I make a compliment, complaint or suggestion?
You can provide feedback about any aspect of the services provided or funded by the department, including alleged fraud against the department.
You can provide a compliment, complaint or suggestion to us in the following ways.

Contact the Australian High Commission in Nairobi directly by one of the following:
Call 254 20 4277160 (telephone enquiries from 9:00am – 11:00am Monday to Friday)

Write to:
Visa Section, Australian High Commission
PO Box 39765
Nairobi, Kenya

Use the department's online feedback form
See: Feedback – About our Service