My Department is committed to delivering high quality customer service and aims to provide all customers with a complaints procedure that is accessible, efficient, effective, standardised and fair. The Customer Service Charter and Customer Service Action Plan 2016 – 2018 set out the commitments and standards of service that customers can expect in their dealing with my Department. A new Customer Service Charter and Customer Service Action Plan for 2019 – 2021 is being finalised.
If a customer is not happy with the standard of service received, they are advised to contact the relevant business area of the Department that they were dealing with to have the matter resolved in the first instance. If this does not resolve the issue, customers may contact the Department’s Customer Service Officer who will investigate the complaint.
Complaints received by the Department's Customer Service Officer
|
2017
|
2018
|
2019
|
|
4
|
2
|
0
|
If the complaint is concerning the standard of service in respect of immigration service delivery, customers are advised to contact the Quality Customer Service Officer for that area.
Complaints received by email to Immigration Service Customer Service Officer
|
2017
|
2018
|
2019
|
|
170
|
298
|
190*
|
*up to 29th August 2019