VFS Global is the world’s largest visa outsourcing and technology services specialist for governments and diplomatic missions worldwide. The company manages the administrative and non-judgmental tasks related to visa, passport and consular services for its client governments. This enables them to focus entirely on the critical task of assessment.
With 3381 application centres and operations in 149 countries across 5 continents, VFS Global serves the interests of 70 client governments. The company has successfully processed over 274 million applications since its inception in 2001, and over 127.73 million biometric enrolments since 2007.
VFS Global provides a wide range of services aimed at enhancing customer experience in public services with an automated and seamless process. However, VFS Global does not play any part in the decision-making process behind visa applications being granted or denied.
VFS Global employs highly trained and dedicated staff across 5 continents and is continually investing in its people and technology operations. The company offers rewarding and exciting career opportunities across the globe. VFS Global has its headquarters in Zurich/Switzerland and Dubai/United Arab Emirates.
VFS Global is majority-owned by funds managed by Blackstone, the world’s largest alternative asset manager. Blackstone seeks to create positive economic impact and long-term value for their investors, the companies in which they invest, and the communities in which they work. Blackstone’s USD 915 billion in assets under management include investment vehicles focused on private equity, real estate, public debt and equity, infrastructure, life sciences, growth equity, opportunistic, non-investment grade credit, real assets, and secondary funds, all on a global basis.
The Swiss-based Kuoni and Hugentobler Foundation and EQT, a global investment organisation, headquartered in Stockholm/Sweden, hold minority stakes in VFS Global.
Empowering Governments to enhance people’s cross-border mobility.
To lead and set the standard in the visa and consular services industry,
through innovation, technology and customer service excellence.
We make people’s cross border mobility simple and convenient
through highly secure, reliable, efficient, and innovative technology solutions.
VFS Global is majority-owned by funds managed by Blackstone, the world’s largest alternative asset manager. Blackstone seeks to create positive economic impact and long-term value for their investors, the companies in which they invest, and the communities in which they work. Blackstone’s USD 915 billion in assets under management include investment vehicles focused on private equity, real estate, public debt and equity, infrastructure, life sciences, growth equity, opportunistic, non-investment grade credit, real assets, and secondary funds, all on a global basis.
The Swiss-based Kuoni and Hugentobler Foundation and EQT, a global investment organisation, headquartered in Stockholm/Sweden, hold minority stakes in VFS Global.
By being the partner of choice, through trust, technique and technology.
By providing exceptional customer service, ensuring convenient and seamless experiences.
By creating meaningful work opportunities and building successful careers, in a diverse and inclusive workplace.
By delivering stakeholder value and embracing best-in-class corporate governance and ethics.
By developing partnerships that drive positive economic, environmental, and social impact.
Our core values of Integrity, Commitment, and Entrepreneurship sit at the heart of the way we work. They articulate our central beliefs, which we apply in our daily work, and form the foundation of all our people and business practices.
Our core values of Integrity, Commitment, and Entrepreneurship sit at the heart of the way we work. They articulate our central beliefs, which we apply in our daily work, and form the foundation of all our people and business practices.
Our Code of Conduct is based on our Values and Principles, which provide practical guidance to our employees to overcome ethical challenges or situations that they may not have encountered before. Our Board of Directors and Executive Management team are personally committed to the Code of Conduct and recognise that our Values and Principles are central to the sustainable growth of VFS Global.
This Code of Conduct is applicable to VFS Global’s Board of Directors, Executive Board and all employees, as well as to Facility Management Companies (FMC) personnel we work with. This Code is supplemented by more detailed internal policies, procedures, and guidelines issued by VFS Global, which are applicable to specific geographic areas and/or fields of activities of the organisation.
VFS Global is primarily in the business of trust, and we are committed to the highest standards of information security and data privacy.
Our client governments and the people who entrust their personal information to us must have confidence in both the integrity and security of our operations. We manage the data under our safekeeping throughout its lifecycle and in accordance with the privacy and security laws of the countries in which we operate.
Data security is paramount for us. By embedding it within the design and function of all our processes, we ensure it remains an integral element of all of our systems and services.
VFS Global’s Information Security team ensures in-depth control through a comprehensive governance framework.
VFS Global is committed to conducting business in an ethical manner. A core principle of our commitment to ethical practices is a ZERO-TOLERANCE to bribery in all forms including the payment of bribes to gain or retain business, the receipt of bribes, and the making of facilitation payments to expedite a government process. Our zero-tolerance to bribery is clearly articulated in the VFS Global Code of Conduct and our Anti-Bribery & Corruption Procedure.
The Anti-Bribery & Corruption Procedure applies to the VFS Global’ Board of Directors, employees, and associated persons. In accordance with our zero-tolerance to bribery, VFS Global’ Board of Directors, employees and associated persons are expressly prohibited from engaging in any form of bribery including:
VFS Global promotes an open culture of reporting of wrongdoing and encourages staff to speak up if they have concerns relating to the breach of this procedure.
As the world’s largest outsourcing and technology services specialist for governments and diplomatic missions worldwide, we lead by example in the way we do business. VFS Global is committed to high standards of ethical conduct and compliance with all laws and regulations of the countries in which we operate. We have a ‘zero-tolerance’ policy towards illegal and unethical business practices, including bribery and corruption, tax evasion, forced labour, or other breaches of human rights.
Our ‘Supplier Code of Conduct‘ defines our principles for conducting business with third-parties, and what they are required to comply with as part of their contractual arrangements with VFS Global. This ‘Supplier Code of Conduct’ is applicable to all suppliers and sub-contractors engaged in providing goods or services to the company.
VFS Global expects that its suppliers and sub-contractors will comply with the values and principles contained within this document and that they will ensure compliance within their own supply chain as well.
We believe knowing about potential breaches early means we can deal with them quickly and appropriately. We expect our suppliers to raise any concerns about our business conduct, or a potential breach of this Code without the fear of retaliation. Concerns/ breaches can be raised by sending an email to SpeakUp@vfsglobal.com or by reporting via: vfsspeakup.ethicspoint.com. Every report is taken seriously and handled in complete confidence to protect the supplier who may have reported a concern in good faith or assisted us with an investigation.
VFS Global Supplier Code of Conduct is also available in Arabic, French, Mandarin, Portuguese, Russian, Spanish, Thai and Turkish languages.
To provide reliable, timely, accurate and quality Customer Care with empathy to our Customers and Missions. We will leverage technology backed with robust processes to deliver consistent best-in-class experiences across channels, thereby enhancing customer satisfaction, loyalty and brand sentiment.
As part of our Customer Care charter, we operate a dedicated Customer Care unit. This unit is an integral part of the organisational customer experience strategy as its plays a key role in echoing the ‘Voice’ of our external customers in all our customer service practices and processes.
The core deliverables and innovative solutions managed by our Customer Care unit is to:
Additionally, we are committed towards handling all customer grievances speedily and with the utmost attention. To ensure we live-up to this commitment, we have a robust Complaints Management System to ensure we:
Our Complaints Management System general procedure* is as follows:
*While the above steps are followed as per process, depending on the nature of the feedback/complaint, procedural changes can be made to ensure the most timely, efficient and suitable outcome / resolution.
In a world of global migration, economic disparity, development and transitioning, Modern Slavery is a growing issue. Modern Slavery includes forced labour, debt bondage, human trafficking, descent-based slavery and child slavery. According to the International Labour Organisation (ILO), approximately 21 million people around the world are in slavery; this includes 5.5 million children.
VFS Global has a zero tolerance approach to Modern Slavery within its operations and supply chains and encourages its staff to report related concerns and incidents using the escalation matrix available across the organisation. The management is obligated to act on any raised concerns and held accountable for lack of action where necessary.
As on 31st October 2023, VFS Global has operations in 149 countries, with 3381 centres processing visas for 70 client governments, and is deeply committed against Modern Slavery in every one of its corporate offices and Visa Application Centres across the globe.
The VFS Global Policy under the UK Modern Slavery Act 2015 reflects the company’s commitment to acting ethically and with integrity in all its business relationships and to implementing and enforcing effective systems and controls to ensure slavery and human trafficking is not taking place anywhere in the VFS Global organisation and its supply chain.
VFS Global is committed to ensuring that all its employees are abreast of its zero tolerance approach to Modern Slavery and equipped to respond to any related situation that may arise. An official rollout of this policy ensures that the policy is disseminated to staff across the board in all regions. The employees are encouraged to familiarise themselves with the policy, which is hosted on the organisation’s portal. For further clarifications, contact details of General Counsel and the Anti-Corruption Compliance Officer (ACCO) is made available.
Training and awareness sessions are designed to ensure complete understanding of the risks of modern slavery and human trafficking in the supply chains and business. Train the Trainer programmes are designed to ensure the dissemination of accurate information to employees with regards to the policy. A training calendar will be planned for employees in a phased manner, spanning across the various regions/countries of operations starting from 01st April 2023 and will continue until 31st March 2024.
Trainings will be imparted through various channels noted below:
Upon recruitment, new joining staff is required to undergo training on this policy as part of VFS Global’s induction programme. For existing employees, classroom style and virtual (via video call) trainings, and eLearning modules (web based trainings) are available, followed by online assessments. eCertificates are awarded to staff upon successful completion of the training modules and assessment. Quizzes, case studies and awareness sessions will be planned periodically to ensure complete understanding and recall of the policy. The training sessions will be followed with regular audits by the Internal Audit as well as Corporate Security teams to ensure compliance to the policy across the organisation and supply chain.
The Statement is signed by General Counsel, Head – Corporate Risk, Legal and Compliance of VFS Global Group
Zubin Karkaria
Founder and CEO
