Client Service and Feedback

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.

To access our Compliments and Complaints Policy:
See: Compliments and Complaints Policy

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 Dhaka directly by one of the following: Call (02) 8813 105 Email to immigration.dhaka@dfat.gov.au Write to: First Secretary (Immigration) Australian High Commission 184 Gulshan Avenue Gulshan 2, Dhaka - 1212 Bangladesh

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

VFS Global Pvt Ltd
Service Standards - Comments & Complaints
VFS aim to provide an efficient service to their customers. If you have a complaint, we would like to know about it as soon as possible. We shall acknowledge promptly and ensure a comprehensive and timely redress of your complaint to the best of our ability. Every Australian Visa Application Centre operated by VFS maintains a Complaints Register for the benefit of applicants. The Supervisor of the Visa Application Centre shall provide access to the Register on demand.

Alternatively, you can e-mail your complaint to
FeedbackAuBD@vfshelpline.com

Or Fax in your complaint at +88 02 9886671

If you wish to complain about the service you received from VFS, you may submit your complaint directly in person at a Visa Application Centre (s),

In all cases please provide

Your name,

Address and

Telephone number,

A clear description of your complaint and as much detail of names, dates, places and other background as possible.

If you are a VISA applicant then

Your Date of Birth

Type of Application

Any Application reference number(s)

We will take your complaint seriously, and will try to provide a full reply within 2 working days. If we cannot give you a full reply within this time we will tell you when we expect to do so and keep you up to date with progress.

Appreciation

We welcome your reviews on the support we provide. They 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 write in the compliments register.

VFS would, of course, 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.