VFS fee hike
The reopening of Indian consular services this week has been welcomed by the Indian Australian community after almost a month of disruption caused by legal proceedings over the Government of India’s global outsourcing tender.
But for many applicants, another surprise awaited them.
The VFS Global service fee has increased from $4.60 to $115—a rise that is certain to spark debate.
For years, Indian Link has heard from readers frustrated by long waiting times, difficulty securing appointments and the overall customer experience at VFS centres. Against that backdrop, a fee increase of this magnitude naturally raises one question: why should applicants pay substantially more for a service many already felt could be improved?
To understand the increase, however, it helps to look at what has been happening behind the scenes.
We asked Harpreet Singh, VFS Global’s Regional Head for Australia, New Zealand & South Pacific, to explain the new service model.
Indian Link: The first thing applicants will notice is the increase from $4.60 to $115. Why has the fee increased so dramatically?
Harpreet Singh: I completely understand why applicants are surprised. The previous fee was based on a contract signed in 2013 and remained largely unchanged for more than 13 years.The new fee reflects increased operating costs and significantly higher service requirements under the new Government of India contract, including greater infrastructure, staffing and customer services. The Government of India has also introduced an all-inclusive fee, bringing services that were previously charged separately under one fee to make the process simpler and more convenient for applicants.
Indian Link: Many people already believe they weren’t receiving the level of service they expected from VFS. They’ll naturally ask why they should now pay $115.
Harpreet Singh: Under the new contract, we’ve established six brand-new centres purpose-built to meet the Government of India’s specifications. Across Australia, these provide 59 customer service counters, 11 AFS counters and more than 22,500 square feet of centre space. The new model also includes a secure payment gateway, a 24/7 online appointment platform and extended support through WhatsApp, chatbot, email and phone. It is supported by ISO-certified quality and security controls and robust service standards monitoring processes.
Indian Link: What exactly has changed under the new contract?
Harpreet Singh: Quite a lot. The Government of India now specifies everything from the size of the centres to the number of customer service counters, staffing levels, customer facilities and even security arrangements. For example, security guards are now mandatory at Australian centres. These are all additional requirements that weren’t part of the previous agreement.
Indian Link: Some people may still say this simply looks like VFS charging more.
Harpreet Singh: The fee reflects the cost of delivering the service under the new contract, including Australian wages, security and larger facilities. VFS Global was selected as the L1 (Lowest) bidder among technically qualified bidders, and even this rate barely covers the basic costs of delivering the service. We have also invested significantly in six new centres across Australia, designed to provide easier access, timely appointments, reduced congestion and a more convenient customer experience.
Indian Link: What do applicants receive for the $115 that they didn’t receive before?
Harpreet Singh: One of the biggest changes is that many services which were previously charged separately are now included. Courier return of passports, SMS updates, document photocopying, passport photographs and assistance with completing forms are all included within the service fee. Applicants also receive four free SMS updates, digital tracking, biometric enrolment and four free Application Facilitating Services, with courier return included. The Government of India has brought these services together to make the application process simpler and more convenient for the Indian diaspora. We are committed to working in this direction and serving applicants in line with the Government’s requirements and vision for a more seamless customer experience.
Indian Link: Applicants now have to pay when booking an appointment rather than at the centre. Why was that introduced?
Harpreet Singh: The new process requires customers to book an appointment and pay the service fee at the time of booking. This is designed to make appointment management more efficient and ensure available slots are used effectively, while giving applicants greater certainty when planning their visit. If circumstances change, customers can reschedule twice or cancel with at least 24 hours’ notice, allowing the slot to be made available to another applicant. The 24/7 online appointment platform also gives applicants greater flexibility to access and manage appointments at a convenient time.
Indian Link: Apart from the fee, what improvements should applicants notice?
Harpreet Singh: The centres are completely new, with a more customer-friendly layout designed to make the application journey smoother and more comfortable. They feature clearer navigation, better flow and dedicated spaces to help applicants move through the process more easily. They have also been located closer to public transport where possible. We’ve worked with the Indian High Commission and Consulates to make the application process simpler and redesigned the website to make information easier to find. Applicants will also have access to extended support through WhatsApp, chatbot, email and phone, alongside digital tracking and ISO-certified quality and security controls.
Indian Link: Finally, what message would you like to give the Indian Australian community?
Harpreet Singh: It is natural that applicants will compare today’s fee with what they paid previously, but today’s service must be viewed in the context of today’s operating environment. The new AUD 115 inclusive fee supports an enhanced service model with six centres, expanded staffing, bundled services and multiple customer support channels. Our focus is on delivering a simpler, faster and more convenient experience, in line with the Government of India’s vision.
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The increase from $4.60 to $115 is substantial and will undoubtedly be felt by families requiring multiple applications. But the new contract also delivers larger facilities, bundled services and higher operating standards that simply didn’t exist under the previous agreement. The real verdict won’t be delivered by VFS or the Government of India. It will come from the thousands of Australians who walk through the doors of these new centres over the coming months. If the promised improvements translate into shorter waiting times, better customer service and a smoother application process, the higher fee may prove easier to accept. If not, the debate over the new pricing is likely to continue.
Read Also: Inside the Supreme Court battle over India’s global visa contracts
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