Customer Services and Feedback

If you would like to enquire about the visa application process or if you have any other general queries, please email info.auszm@vfshelpline.com

DIAC Feedback/ Complaints

Department of Immigration and Citizenship (DIAC) aims to offer a fair and professional service to all customers. We welcome your feedback.

If you have feedback or wish to complain about the standard of service you have received from the Australian High Commission , please address your comments in writing to Australian High Commission

292 Orient Street
Arcadia
Pretoria 0083
South Africa

Please provide the following details

	The visa application centre where the application was made
	The full name of the applicant
	The applicant's date of birth
	The type of application
	The date of application
	Any reference number(s)
	Clear description of the complaint/ feedback

We will investigate all complaints fully and will send you a reply within 20 working days

VFS - Feedback/ Complaints

VFS aims to provide efficient visa application services to its customers. If you have a complaint, we would like to know about it as soon as possible. We will acknowledge your complaint and will provide you with a timely and comprehensive response.

Every VFS Australia visa application centre maintains a complaints register and a feedback/ complaints box for the benefit of applicants. The supervisor at the visa application centre shall provide access to the register on demand.

You may also present your complaint in person at a VFS Australia visa application centre.

Alternatively you can email your complaint to feedback.auzw@vfshelpline.com

In your complaint please provide:

	Your name
	Contact details (address/ telephone number/ email address)
	A clear description of your complaint with all details (names, date of application, applicant�s date of birth, type of application, passport number, reference numbers, and other background information as appropriate)

We will attempt to provide a full reply within 2 working days. If we cannot respond within this timeframe we will advise you when we expect to be able to reply and keep you up to date with the progress.

Suggestions/ Appreciations

We also welcome your comments and suggestions on the service we provide. They will help us to identify what we do well and what we could do better.

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

You can email your suggestions/ comments to feedback.auzw@vfshelpline.com