Feedback and Complaints

TLScontact strives to provide an efficient and professional service to our customers. If you have feedback, suggestions or complaints about the services you have been provided by TLScontact, we would like to know about it as soon as possible.

You can provide your feedback, suggestions or complaints in one of the following ways:

  • In the Biometric Collection Centre: Feedback & Complaint and Customer Survey forms are available from staff in the Biometric Collection Centre.
  • By telephone: You can submit feedback or complaints by telephoning us.

In both cases, we will acknowledge receipt of your complaint promptly and will provide a complete and timely response following investigation of the issue. Please note that complaints must be received within 3 months of the event in question in order for us to review and address your concerns. Any complaints made after this timeframe will not be reviewed.

In the unlikely event that you are unsatisfied with the outcome of our response or you wish to complain about the outcome of your visa application or your interactions with an officer of the Australian Department of Home Affairs, please use the Department of Home Affairs feedback form.