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 Kuala Lumpur directly by one of the following:
	Email to immigration.kuala-lumpur-visaenquiries@dfat.gov.au
	Write to:
	First Secretary Immigration, Australian High Commission   6 Jalan Yap Kwan Seng, 50450 Kuala Lumpur, Malaysia

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

Appreciation

We welcome your reviews on the support we provide. This will help us to identify what we do well and what we could do better. If you have any comments on the support you have received, please feel free to email your compliments by email at feedback.aumy@vfshelpline.com

VFS would, of course, be keen to hear from you if you have received an outstanding service from a particular member of our team and would be further delighted to receive your recommendations

Feedback

VFS aims to provide an efficient service to its applicants. If you have a feedback / complaint, we would like to know about it as soon as possible. Australia Visa Application Centre operated by VFS maintains suggestion/feedback form for the benefit of applicants. The forms are placed near the Feedback and Suggestion Box and every applicant has the access to write their feedback in the suggestion/feedback form.

Alternatively, you can e-mail your Feedback to: feedback.aumy@vfshelpline.com or you may contact us directly in person at the Visa Application Centre

In all cases please provide:

	Your name
	Address
	Telephone number and
	A clear description of your complaint with as much detail of names, dates, places and other background as possible

All complaints would be attended to promptly and an appropriate response will be provided to you within 2 working days (excluding the day of the complaint). If we are unable to give you a reply within this time we will tell you when we expect to do so and keep you up to date with the progress. Further, we would like you to note that your complaint will have no bearing on the decision arrived at for your application.