To be the market leader in visa, consular and identity management solutions industry.
We partner with governments to enable faster and informed decision making in the area of
and identity management services, by providing technology and administrative solutions and value added
that are secure, innovative and offer value for money. We strive to consistently create a reliable and
experience for customers, by having engaged employees, business expertise, global presence and value to
Our business is built on the three pillars of Trust, Technique and Technology. This three-pronged approach
us to maximise convenience and efficiency for both – our client governments as well as applicants.
At VFS Global, we acknowledge that gaining and maintaining the trust of our clients is critical to our
and that is why it is a truly revered value for us. Our conduct, actions, and all our business dealings
designed to nurture and enhance the trust of our clients.
Trust comes from honouring our commitments and exceeding customer expectations continuously. To ensure
highest levels of business ethics and business performance, we invest heavily in security and other
systems, and fostering a work culture grounded in highest ethical and performance standards.
VFS Global is the most experienced company in its space, and is focussed exclusively on outsourcing
technology services business. This has resulted in the development of a robust technique and competency
which enables us to provide highly customised solutions to each client government.
Dedicated teams study the requirements of each client government before delivering optimal solutions.
strong quality management system ensures the highest standards in systems, processes and people. Our
team strives to continuously strengthen our existing competencies and develop new ones.
VFS Global has made major investments in development of technology to manage complex work-flows for
volumes of applications. We have developed proprietary software systems for passport tracking and data
Our technology support also extends to website development and, online appointment scheduling and
VFS Global has partnered with the world’s leading IT companies to ensure compliance with security
and with the performance standards set by client governments. Internal audits and reviews are conducted
our systems and processes by one of the top five audit firms to ensure high performance levels and
continuity at all times. The company also has an on-going programme to ensure security of information
various business processes, and quality and process improvement measures to ascertain all operations
By ensuring the highest possible levels of service and efficiency and committing to continuous process
technology upgrades, VFS Global has confirmed its position as the market leader in the field of
What started out as a single office in Mumbai, serving just one customer, has grown into an operation
global proportion and well could stake claim as the industry leader!
VFS Global maintains and promotes a corporate culture and behaviour in which honesty, integrity and
for the law are viewed as essential to achieving desired success. VFS Global’s ethical and behavioural
which apply across the company’s global operations, are enshrined and explained in its Code of Conduct,
is intended to serve as a guide to its corporate and employee ethical behaviour. This Code is
by more detailed internal regulations, policies and guidelines issued by VFS Global, which are
to specific geographic areas and/or fields of activities of VFS Global.
The VFS Global Code of Conduct is an integral part of VFS Global’s corporate culture and is binding
VFS Global’s Board of Directors, Executive Board and all personnel of VFS Global as well as to all
Management Companies (FMC).
VFS Global is committed to doing business ethically and believes that bribery and other corrupt
are wrong and not acceptable. To underline this commitment, VFS Global’s Board of Directors has issued
Anti-Corruption Regulation which is based on the VFS Global Code of Conduct and is fully endorsed by
The Anti-Corruption Regulation which applies to VFS Global’s Board of Directors, the Executive Board
all employees and associated persons and their directors, officers and employees makes it clear that
shall not offer, provide, authorise, request or receive a bribe or anything that may be construed as a
VFS Global ensures customer satisfaction through quality of service, safety and security by the use of
technology, robust processes and the engagement of its employees and customers, leading to continuous
At VFS Global, we are committed to comply to all Legal, Regulatory, Statutory and other requirements
the ultimate aim of providing the safest environment and healthiest atmosphere to all our employees,
suppliers, and to anyone else interacting with us while conserving the natural resources and
improve our processes.
We at VFS Global ensure and commit ourselves to the health, safety and security of our employees,
partners, visitors and customers through provision of ergonomic and safe work environment
and transportation and complying with applicable legislations.
VFS Global is the world’s largest outsourcing and technology services specialist for governments
and diplomatic missions. The VFS Global group (“the Group”) manages administrative and
non-judgmental tasks related to visa, passport, identity management and other citizen services for
57 client governments enabling them to focus entirely on the critical task of assessment. The Group
has a global reach with operations across five continents.
The Group’s vision is to be the market leader in the visa, consular and identity management
solutions industry. And our mission is to partner with governments to enable faster and informed
decision making in the area of consular and identity management services, by providing technology
and administrative solutions and value added services that are secure, innovative and offer value
for money. We strive to consistently create a reliable and convenient experience for customers, by
having engaged employees, business expertise, global presence and value to stakeholders.
In the past 16 years the Group has developed highly differentiated solutions portfolio including
dedicated visa and passport application centres, information services (contact centres), web based
modules (for appointment scheduling and online payment collection), biometrics solutions
development, verification and attestation services and specialised security solutions. VFS Global
has also developed sophisticated, technology-driven solutions which enable remote visa and other
document processing – such as an integrated video interviewing hub solution, and a location
independent document processing solution.
It is a well acknowledged fact that this industry plays a very direct and strong role in global
economic development and VFS Global facilitates global travel and tourism by offering visa services
to our client governments. We are also proud to employ over 8,000 people globally of over 100
Approach to risk management and governance arrangements
As a Group, we are deeply committed to ethical business practices (as highlighted in our Corporate
Social responsibility and Code of Conduct policies) and to respecting local laws in the territories
where we operate, and this has a direct bearing on our approach to taxation. We are committed to
compliance with the tax laws and practices in the countries in which we operate and have
implemented robust governance processes to enable us to do so.
Our tax function is involved in structuring business arrangements, agreements, restructuring
projects and acquisitions conducted by the Group. Consequently, all tax risks are identified and
considered before concluding on such business decisions. The tax function also reviews and advises
the wider group on all key agreements and arrangements, specifically cross-border transactions, and
their input is mandatory as an internal policy prior to the final sign off on these agreements /
arrangements from the Legal Team.
Based on pre-determined guidelines, escalation mechanisms are in place within the group with
respect to key tax matters / risks including reporting to the Chief Financial Officer or Chief
Executive Officer of the Group or the Audit Committee or the Board, as required.
Attitude towards tax planning
Tax planning is only considered where there is a commercial rationale and is carried out within
the parameters of the legal and tax frameworks set out by the jurisdictions in which we operate.
All tax decisions are made in response to commercial activity and tax is just one of many factors
taken into consideration when making such decisions. Any tax planning that is undertaken is
reviewed yearly, along with the Group’s tax strategy, as part of the annual Audit Committee
We endeavour to use automated technology to track tax related compliances in various operating
jurisdictions and also modify/alter/create technology used in operations for easy and accurate
implementation of tax reforms, wherever possible.
Approach towards dealings with tax authorities
The Group has always maintained a cooperative and collaborative relationship with tax authorities
and will continue to do so. In territories such as the UK, where we have an allocated Customer
Relationship Manager, we hold face to face meetings to discuss our tax affairs, and we pro-actively
engage with tax authorities wherever required.
Level of risk in relation to tax that the group is prepared to accept
We have a minimal tax risk tolerance as a Group. We are committed to compliance with the tax laws
and practices in all of the countries in which we operate, and continuously monitor changes to tax
legislation, ensuring that we take advice where appropriate from professional advisers.
Given the nature of our business and geographic footprint, it is inevitable that risks may arise
with respect to the application of tax laws that are complex and uncertain at times. The level of
tax risk that we accept is driven by our overarching values, corporate social responsibility, brand
and reputation. We routinely seek professional advice where the application of tax laws to a
material transaction or a given situation is reasonably unclear or uncertain, or where specialist
knowledge is required, particularly in relation to international tax matters.
The Group’s Internal Audit function is responsible for reviewing the relevant processes and
controls which are in place for tax, with oversight provided by the Audit Committee, who reviews
the controls in place for tax compliances on a quarterly basis.
This document is prepared on behalf of VF Services (UK) Limited, VFS Global Services PLC and VFS Cayman Limited pursuant to Paragraph 22(2) Schedule 19, Finance Act 2016, for the financial year ended 31 December 2017 and is intended to comply with all other obligations within Schedule 19, Finance Act 2016.