Complaints Policy

Last Updated: 29 July 2026

This Complaints Policy explains how customers may raise concerns about services provided through IndonesiaVisa.com.

IndonesiaVisa.com is an independent visa assistance service operated by IRCC FZCO. We aim to provide clear information, transparent pricing and professional customer support.

1. Purpose of This Policy

IRCC FZCO takes customer concerns seriously and aims to review complaints fairly, consistently and within a reasonable period.

A complaint may relate to:

  • Customer service
  • Application assistance
  • Document handling
  • Fee disclosure
  • Payment issues
  • Optional services
  • Website information
  • Delays in communication
  • Privacy or data-handling concerns
  • The conduct of a member of our team

This policy applies only to services provided by IRCC FZCO through IndonesiaVisa.com.

2. Matters Outside Our Control

IRCC FZCO does not assess, approve, refuse or issue Indonesian visas.

Complaints relating solely to the following matters are outside our decision-making authority:

  • Visa approval or refusal
  • Government processing times
  • Requests made by immigration authorities
  • Immigration-system delays
  • Visa validity or permitted stay
  • Entry decisions made at the Indonesian border
  • Changes to government immigration rules
  • Decisions made by an embassy, consulate or immigration authority

We will assist customers with available information where possible, but we cannot overturn or influence decisions made by Indonesian immigration authorities.

3. How to Submit a Complaint

Complaints should be submitted by email to:

contact@indonesiavisa.com

The email subject should state:

Formal Complaint — IndonesiaVisa.com

The complaint should include:

  • Customer’s full name
  • Order or application number
  • Email address used for the application
  • Date of payment or application
  • Clear description of the complaint
  • Relevant dates and communications
  • The outcome the customer is requesting
  • Supporting documents or screenshots, where relevant

Customers should not send full payment-card details, passwords or unnecessary sensitive personal information by email.

4. Acknowledgement of Complaints

We aim to acknowledge a complaint within two business days after receiving sufficient information to identify the customer and understand the issue.

The acknowledgement may include:

  • Confirmation that the complaint has been received
  • A request for additional information
  • The name or department handling the complaint
  • The expected review process

A complaint may take longer to begin if the customer does not provide an order number, application details or sufficient information.

5. Complaint Review

During the review, IRCC FZCO may examine:

  • Application information
  • Order and payment records
  • Fee disclosures
  • Customer communications
  • Documents submitted through the website
  • Internal service records
  • Website content shown at the time of purchase
  • Relevant Terms and Conditions
  • The Refund Policy
  • The Privacy Policy
  • Applicable third-party records

We may contact the customer for clarification or further evidence.

6. Response Time

We aim to provide a written response within ten business days after receiving all information reasonably required to review the complaint.

Complex complaints may require additional time, particularly where they involve:

  • Payment providers
  • Insurance providers
  • Technical service providers
  • Multiple applicants
  • Document-verification issues
  • Privacy or security reviews
  • Government or immigration systems

Where additional time is required, we will inform the customer and provide an update on the progress of the review.

7. Possible Outcomes

Depending on the facts and evidence, the outcome may include:

  • An explanation of the service provided
  • Correction of inaccurate account or application information
  • Further customer assistance
  • Completion of an outstanding service step
  • Correction of a billing or technical error
  • Referral to a relevant third-party provider
  • Confirmation that the service was provided according to the agreed terms
  • Rejection of the complaint where it is unsupported by available evidence

Submitting a complaint does not automatically create a right to a refund, compensation, visa approval or expedited government processing.

Refund eligibility remains subject to the Refund Policy and any mandatory rights available under applicable law.

8. Payment and Billing Complaints

Customers who believe that a payment was processed incorrectly should provide:

  • Order number
  • Transaction reference
  • Date of payment
  • Amount charged
  • Payment receipt or bank evidence
  • Explanation of the suspected error

A verified duplicate technical charge or confirmed billing error will be reviewed according to the Refund Policy, applicable law and relevant payment-provider rules.

Separate orders, repeated applications or multiple purchases intentionally completed by the customer are not treated as duplicate technical charges.

9. Service and Communication Complaints

Customers may complain where they believe:

  • Information provided by our team was unclear
  • A response was unreasonably delayed
  • The selected service was not properly explained
  • Fees were not displayed correctly
  • An optional service was added without consent
  • Their enquiry was not handled professionally
  • Their documents or information were handled incorrectly

We will review the relevant records and provide an explanation or corrective action where appropriate.

10. Privacy Complaints

Privacy or personal-data complaints may include concerns about:

  • Collection of personal information
  • Use of passport or application documents
  • Data sharing
  • Data retention
  • Marketing communications
  • Access or deletion requests
  • Unauthorised disclosure
  • Website cookies or tracking technologies

Privacy complaints should be sent to:

contact@indonesiavisa.com

The subject line should state:

Privacy Complaint — IndonesiaVisa.com

Privacy complaints will be reviewed in accordance with our Privacy Policy and applicable data-protection requirements.

11. Escalation Request

If a customer is dissatisfied with the initial response, they may request an internal escalation by replying to the complaint outcome within ten business days.

The escalation request should explain:

  • Why the customer disagrees with the response
  • Which facts or evidence were not properly considered
  • What outcome the customer is requesting
  • Any new supporting information

The escalated complaint will be reviewed by a person who was not primarily responsible for the original response, where reasonably possible.

We aim to provide a final internal response within ten business days after receiving the escalation request and all relevant information.

12. Respectful Communication

Customers and IRCC FZCO representatives are expected to communicate respectfully.

We may limit or discontinue communications that contain:

  • Threats of violence
  • Harassment
  • Discriminatory or abusive language
  • Repeated irrelevant messages
  • Deliberately false allegations
  • Attempts to obtain services through intimidation
  • Unlawful requests

This does not prevent a customer from making a firm, detailed or critical complaint.

13. Chargebacks and External Disputes

Customers are encouraged to contact IRCC FZCO before initiating a chargeback or external payment dispute so that we have an opportunity to investigate the issue.

If a chargeback or payment dispute is submitted, IRCC FZCO may provide relevant records to the payment provider, including:

  • Order details
  • Fee disclosures
  • Customer acceptance records
  • Application information
  • Communications
  • Evidence of services performed
  • Applicable policies and terms

Nothing in this policy limits any mandatory right to contact a payment provider, regulator, court or consumer-protection authority.

14. No Retaliation

IRCC FZCO will not refuse reasonable customer support solely because a customer has submitted a genuine complaint.

Submitting a complaint will not influence any visa decision because IRCC FZCO does not control decisions made by Indonesian immigration authorities.

15. Record Keeping

We may retain complaint records for legitimate business, security, legal, accounting and dispute-resolution purposes.

Complaint information will be handled in accordance with our Privacy Policy.

16. Relationship With Other Policies

This Complaints Policy should be read together with our:

  • Terms and Conditions
  • Privacy Policy
  • Refund Policy
  • Cookie Policy
  • Private Service Disclaimer

Where a complaint relates to a refund, cancellation or payment reversal, the Refund Policy will also apply.

17. Contact Us

Complaints should be submitted to:

IRCC FZCO
Operator of IndonesiaVisa.com
Email: contact@indonesiavisa.com

Please include the order or application number and sufficient information for our team to identify and review the issue.