Service charter
OUR COMMITMENTS IN OUR INTERACTION WITH USERS
a) As a service provider
Quality service:
- Treat you with respect and courtesy;
- Guarantee impartiality and transparency;
- Act diligently, honestly and with integrity in handling your cases;
- Direct you to authorized services;
- Ensure that our website (under renovation) and social networks (Facebook, LinkedIn, Twitter) are informative and up-to-date.
Responsiveness to any request:
- Process cases efficiently and on time;
- Answer unmasked phone calls;
- Inform you of our meetings in good time;
- Reply or acknowledge receipt, to files received;
- Remain available to all requests for information on our services. In case of emergency, we can be contacted by phone.
Guaranteed virtual and physical accessibility:
- Availability of our agents on working days. The visa and consular service receives from 9:30 a.m. to 12:00 p.m. from Monday to Friday;
- Embassy closed: weekends and public holidays;
- Opening of the website (under renovation) and social networks of the Embassy for all requests for information.
Continuous improvement of service by:
- Perfecting the monitoring of the quality of our services;
- Continuously improving our services in line with technological developments and the changing needs of the public.
b) Feedback
Our expectations of users:
You can help us by:
- Providing complete information and records in a timely manner
- Treating our staff with courtesy and respect;
- Giving your opinion and comments to help us improve the quality of our services;
- Observing and respecting the procedures, rules and regulations in force within the Mission.
Complaints, comments and suggestions
- We welcome feedback on our performance. Please submit your suggestions and comments on our services at the reception or by writing to us at the email address This email address is being protected from spambots. You need JavaScript enabled to view it.
