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{{Infobox company {{Infobox company
|name = VFS Global | name = VFS Global
|logo = VFS Global Logo.jpg | logo = VFS Global Logo.jpg
|type = ] | type = ]
|location = ], ] | location = ], ]
|foundation = ], ], ] ({{Start date|df=yes|2001|07}}) | foundation = ], ], ] ({{Start date|df=yes|2001|07}})
|area_served = Worldwide | area_served = Worldwide
|key_people = {{Unbulleted list|Zubin Karkaria (CEO)}} | key_people = {{Unbulleted list|Zubin Karkaria (CEO)}}
|num_employees = 8790 (31 July 2018) | num_employees = 8790 (31 July 2018)
}} }}


'''VFS Global''' is an outsourcing and technology services specialist for governments and diplomatic missions worldwide.<ref name="VFS Global">{{Cite web|title = VFS Global | url = http://www.vfsglobal.com/about_us/company_profile.asp | website = VFS Global | access-date = 15 October 2015}}</ref> The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments.<ref name="VFS Global"/> '''VFS Global''' is an outsourcing and technology services specialist for governments and diplomatic missions worldwide.{{sfn|VFS Global|2015}} The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments.{{sfn|VFS Global|2015}}


The company began as a "side project" at a luxury Swiss travel group Kuoni in 2001 by chief executive Zubin Karkaria.<ref name="Independent"/> Formerly based in ], the company is now headquartered in ] with offices in 147 countries, its scale is such that last year alone, VFS processed more than 25 million visa applications, often containing passport details and financial histories, on behalf of the Home Office and 61 other governments.<ref name="Independent">{{cite news | last = Gibbs | first = Margot | title = VFS: Who is the company subcontracted by the Home Office to process visa applications? | newspaper = ] | location = London | date = 17 August 2019 | url = https://www.independent.co.uk/news/uk/home-news/vfs-global-home-office-outsourcing-visa-applications-a9061476.html | access-date = 28 September 2019}}</ref><ref>{{cite news | url = http://www.bellevision.com/index.php?action=topnews_print&type=18930 | title = Dubai: Latvia Opens New External Visa Centres in UAE in Partnership with VFS Global | publisher = BelleVision |date = 5 February 2018 | access-date = 14 February 2018 | location = Dubai}}</ref> The company began as a "side project" at a luxury Swiss travel group Kuoni in 2001 by chief executive Zubin Karkaria.{{sfn|''The Independent''|2019}} Formerly based in ], the company is now headquartered in ] with offices in 147 countries.{{sfn|''The Independent''|2019}} Last year alone, VFS processed more than 25 million visa applications, often containing passport details and financial histories, on behalf of the Home Office and 61 other governments.{{sfn|''The Independent''|2019}}{{sfn|Bellevision Media Network|2018}}


The outsourcing company is owned by a ]<ref name="Independent"/> and, as VF Worldwide Holdings, is "incorporated in the African tax haven of ]."<ref name="Gibbs"/><ref name="Independent"/> Investors in the outsourcing company include the ] and ] investment authorities, the Ohio Police and Fire Pension Fund, and ] billionaire ].<ref name="Independent"/> It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.<ref name="Independent"/><ref name="Bulman"/><ref name="Gibbs">{{cite web | last = Gibbs | first = Margot | title = VFS: The 'exploitative' Dubai-based firm fuelling a massive surge in Home Office profits from UK visas | website = Finance Uncovered | date = 21 August 2019 | access-date = 28 September 2019 | url = https://www.financeuncovered.org/investigations/vfs-the-exploitative-dubai-based-firm-fuelling-a-massive-surge-in-home-office-profits-from-uk-visas/}}</ref> The outsourcing company is owned by a ]{{sfn|''The Independent''|2019}} and, as VF Worldwide Holdings, is "incorporated in the African tax haven of ]."{{sfn|Gibbs|2019}}{{sfn|''The Independent''|2019}} Investors in the outsourcing company include the ] and ] investment authorities, the Ohio Police and Fire Pension Fund, and ] billionaire ].{{sfn|''The Independent''|2019}} It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.{{sfn|''The Independent''|2019}}{{sfn|Bulman|Gibbs|2019}}{{sfn|Gibbs|2019}}


VFS Global has been "accused of pressuring visa applicants" into purchasing premium services which "they often don't need and can't afford."<ref name="Gibbs"/><ref name="Bulman">{{cite news | last1 = Bulman | first1 = Mar | last2 = Margot | first2 = Gibbs | title = How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation | url = https://www.independent.co.uk/news/uk/home-news/home-office-vfs-visas-profit-subcontracted-contract-outsourcing-premium-services-exploited-a9056446.html | newspaper = ] | location = London | date = 17 August 2019 | access-date = 28 September 2019}}</ref> In 2019, the ] was "deluged" by complaints from customers applying for visas using VFS Global,<ref name="Bulman"/> many of whom accused the company "of exploiting vulnerable applicants for profit."<ref name="Bulman"/> Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."<ref name="Bulman"/> VFS Global has been "accused of pressuring visa applicants" into purchasing premium services which "they often don't need and can't afford."{{sfn|Gibbs|2019}}{{sfn|Bulman|Gibbs|2019}} In 2019, the ] was "deluged" by complaints from customers applying for visas using VFS Global,{{sfn|Bulman|Gibbs|2019}} many of whom accused the company "of exploiting vulnerable applicants for profit."{{sfn|Bulman|Gibbs|2019}} Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."{{sfn|Bulman|Gibbs|2019}}


== History == == History ==
=== Origins and revenue model === === Origins and revenue model ===
VFS Global was established in ], ], in 2001. In a '']'' magazine interview, CEO Zubin Karkaria claimed he founded VFS after he had "persuaded the ] to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy."<ref name="Independent"/> Both the shareholding and governing structure of VFS Global is not made public by Kuoni or VF Worldwide Holdings, an offshore company setup to own VFS Global and "incorporated in the African tax haven of Mauritius."<ref name="Independent"/><ref name="Bulman"/><ref name="Gibbs"/> By 2005, VFS Global had acquired lucrative contracts with eleven governments including the ], ], and ]. The outsourcing company obtains its revenues from service fees paid directly by the visa applicants, in addition to the visa fees which are remitted to the diplomatic mission. VFS Global was established in ], ], in 2001. In a '']'' magazine interview, CEO Zubin Karkaria claimed he founded VFS after he had "persuaded the ] to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy."{{sfn|''The Independent''|2019}} Both the shareholding and governing structure of VFS Global is not made public by Kuoni or VF Worldwide Holdings, an ] formed to own VFS Global and "incorporated in the African tax haven of Mauritius."{{sfn|''The Independent''|2019}}{{sfn|Bulman|Gibbs|2019}}{{sfn|Gibbs|2019}} By 2005, VFS Global had acquired lucrative contracts with eleven governments including the ], ], and ]. The outsourcing company obtains its revenues from service fees paid directly by visa applicants, in addition to the visa fees which are remitted to the diplomatic mission.


By 2007, the company had obtained its first global account from ] for operations across 33 countries. Within one year of gaining its account with the UK government, the company's image was tarnished<ref name="Computer World"/> by a data breach which exposed the sensitive information of UK visa applicants.<ref name="The Register"/><ref name="Computer World"/> Despite this breach, the outsourcing company obtained a major contract with the United Kingdom in 2014 "to administer around 70% of the UK's visa applications."<ref name="Gibbs"/> Critics later alleged "this contract was a crucial step-change in how visa applicants could be squeezed for more money."<ref name="Gibbs"/> By 2007, the company had obtained its first global account from ] for operations across 33 countries. Within one year of gaining its account with the UK government, the company's image was tarnished{{sfn|Shifrin|2007}} by a data breach which exposed the sensitive information of UK visa applicants.{{sfn|Ballard|2007}}{{sfn|Shifrin|2007}} Despite this breach, the outsourcing company obtained a major contract with the United Kingdom in 2014 "to administer around 70% of the UK's visa applications."{{sfn|Gibbs|2019}} Critics later alleged "this contract was a crucial step-change in how visa applicants could be squeezed for more money."{{sfn|Gibbs|2019}}


=== Expansion and growth === === Expansion and growth ===
In August 2017, the outsourcing company acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount. At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees.<ref>{{cite news|url=https://timesofindia.indiatimes.com/business/india-business/vfs-global-completes-acquisition-of-visa-service-provider-tt-services/articleshow/60189862.cms |title=VFS Global completes acquisition of visa service provider TT Services |publisher=] |date=2017-08-23 |access-date=2018-02-15 |location=Delhi}}</ref> Later that year, in November 2017, VFS Global commenced the expansion of visa services network in ] with new centres launched in the four additional cities of ], ], ], and ]. The expansion of the network of Cyprus visa centres was to a total of 16 cities in India where applicants were offered additional services, such as SMS updates, courier services, and online tracking services.<ref>{{cite news|url=http://www.travelnewsdigest.in/2017/11/cyprus-visa-application-centres-now-in-16-cities-across-india/|title= Cyprus Visa Application Centres now in 16 cities across India |publisher=Travel News Digest |date=2017-11-23 |access-date=2018-02-19 |location=India}}</ref> In August 2017, the outsourcing company acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount. At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees.{{sfn|Saurabh|2017}} Later that year, in November 2017, VFS Global commenced the expansion of visa services network in ] with new centres launched in the four additional cities of ], ], ], and ]. The expansion of the network of Cyprus visa centres was to a total of 16 cities in India where applicants were offered additional services, such as SMS updates, courier services, and online tracking services.{{sfn|Srivastava|2017}}


By the end of 2017, the company had added eight new government clients including ], ], ], ], ], ], ], and ] whereby VFS Global was servicing 58 client governments globally by offering a range of visa, permit, passport, consular, identity and citizen services at the end of the year.<ref>{{cite news | title = VFS Global now serves Germany across 19 nations globally | url = https://www.prnewswire.com/news-releases/vfs-global-to-process-germany-visas-in-10-new-countries-667830993.html | publisher = ] | date = 3 January 2018 | access-date = 14 February 2018 | location = Dubai}}</ref>{{dead link|date=September 2019}} By the end of 2017, the company had added eight new government clients including ], ], ], ], ], ], ], and ] whereby VFS Global was servicing 58 client governments globally by offering a range of visa, permit, passport, consular, identity and citizen services at the end of the year.{{sfn|VFS Global Press Release: Germany|2018}}


In February 2018, VFS Global regained a visa processing service contract with the Government of Italy in the states of Cameroon, Ghana, and Saudi Arabia for another four years. The company also secured a 3-year contract to manage Italy visa services to the residents of Libya after participating in an official tender published by the Embassy of Italy in Libya.<ref>{{cite news | title = VFS Global Further Strengthens Partnership With the Government of Italy | url = http://ians.in/index.php?param=prnewswiredetail/PRN-889422 | publisher = IANS | date = 18 February 2018 | access-date = 19 February 2018 | location =Dubai }}</ref>{{dead link|date=September 2019}} That same month, the outsourcing company secured contract extensions with ] and ],<ref>{{cite news|url=https://www.prnewswire.com/news-releases/croatia-and-lithuania-extend-their-contracts-with-vfs-global-674141753.html|title= Croatia and Lithuania Extend Their Contracts With VFS Global | publisher = ] | date = 2018-02-15 | access-date = 2018-02-15 | location = Dubai}}</ref> as well as announced the opening of Latvian visa application centres in the ] at ] and Dubai to process Schengen entry permits. This was part of the outsource mandate from the Latvian government for various countries such as the United Kingdom, China, India, Turkey, Georgia, Azerbaijan, Uzbekistan, Lebanon and South Korea.<ref>{{cite news|url=http://gulfnews.com/news/uae/government/vfs-global-to-process-schengen-visa-to-latvia-1.2168895|title= VFS Global to process Schengen visa to Latvia |publisher = ] |date=2018-02-05 |access-date=2018-02-14 |location=Dubai}}</ref> In February 2018, VFS Global regained a visa processing service contract with the Government of Italy in the states of ], ], and ] for another four years. The company also secured a 3-year contract to manage Italy visa services to the residents of Libya after participating in an official tender published by the Italian embassy in ].{{sfn|VFS Global Press Release: Italy|2018}} That same month, the outsourcing company secured contract extensions with ] and ],{{sfn|VFS Global Press Release: Croatia|2018}} as well as announced the opening of Latvian visa application centres in the ] at ] and Dubai to process Schengen entry permits. This was part of the outsource mandate from the Latvian government for various countries such as ], ], ], ], ], ], ] and the United Kingdom.{{sfn|Gulf News|2018}}


In August 2019, a financial investigation by the British newspaper '']'' revealed that VFS Global had experienced exponential growth and its shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years."<ref name="Gibbs"/> The newspaper attributed this growth to the outsourcing company's "exploitative" business practices.<ref name="Gibbs"/> In August 2019, a financial investigation by the British newspaper '']'' revealed that VFS Global had experienced exponential growth in recent years and its shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years."{{sfn|Gibbs|2019}} The newspaper attributed this growth to the outsourcing company's "exploitative" business practices.{{sfn|Gibbs|2019}}


=== Services and partnerships === === Services and partnerships ===
As part of a recent contract with DIFC Wills & Probate Registry, investors and residents in the UAE cities of Dubai and Ras Al Khaimah who have registered a will online were eligible to receive verification services from VFS Global as part of a 'Citizen Services' program. This came after the introduction of a law where asset-owners can use security features including e-authentication, verifying the identity of the testator and e-witnessing that ensures that the will was drafted and witnessed with no third party influence as part of the services provided.<ref>{{cite news|url=http://gulfnews.com/news/uae/society/residents-with-registered-wills-to-receive-free-verification-services-1.2120966|title= Residents with registered wills to receive free verification services |publisher=] |date=2017-11-08 |access-date=2018-02-15 |location=Dubai}}</ref> As part of a recent contract with DIFC Wills & Probate Registry, investors and residents in the UAE cities of Dubai and ] who registered a will online were eligible to receive verification services from VFS Global as part of a citizen services program. This came after the introduction of a law where asset-owners can use security features including e-authentication, verifying the identity of the testator and e-witnessing that ensures that the will was drafted and witnessed with no third party influence as part of the services provided.{{sfn|Gulf News|2017}}


⚫ VFS Global entered into partnerships with various commercial airline companies located in the GCC region to process e-visas through an online portal. In late 2016, the company's unit- Dubai Visa Processing Centre (DVPC) launched a mobile application for customers of Emirates Airline flying to the United Arab Emirates (UAE).{{sfn|VFS Global Press Rlease: Mobile App|2016}} Earlier in 2016, Qatar Airways and Qatar Tourism Authority had also signed an agreement with VFS Global to support the tourist visa application system initiative for inbound travelers planning to visit Qatar.{{sfn|VFS Global Press Release: Qatar Airways|2016}}
In July 2017, VFS Global's education services arm-VFS Edu Support Services Pvt. Ltd., stated that they had entered into a partnership with UK-based Edtech Oxademy Technologies and its subsidiary Oxademy Business School in Mumbai. As part of the partnership, a new global digital learning platform ‘VFS-Oxademy' was formed with an artificial intelligence (AI) cloud infrastructure called OX360 was being launched.<ref>{{cite news|url=http://bweducation.businessworld.in/article/VFS-Edu-Support-Services-partners-with-Oxademy-to-launch-World-s-first-AI-based-online-learning-programs-for-students/26-07-2017-122821/ |title=VFS Edu Support Services partners with Oxademy to launch World's first 'AI-based' online learning programs for students |publisher=Business World Education |date=2017-07-26 |access-date=2018-02-15 |location=Mumbai}}</ref>


⚫ In April 2017, the ]'s national carrier, ], signed a partnership with the company for an online platform for travelers to Bahrain.{{sfn|''Bahrain News Gazette''|2017}}
⚫ VFS Global entered into partnerships with various commercial airline companies located in the GCC region to process e-visas through an online portal. In late 2016, the company's unit- Dubai Visa Processing Centre (DVPC) launched a mobile application for customers of Emirates Airline flying to the United Arab Emirates (UAE).<ref>{{cite news|url=https://www.traveltrendstoday.in/news/international/item/4519-vfs-global-introduces-mobile-app-for-uae-visas|title=VFS Global introduces mobile app for UAE visas |publisher=Travel Trends Today |date=2016-11-16 |access-date=2018-02-15 |location=India}}</ref> Earlier in 2016, Qatar Airways and Qatar Tourism Authority had also signed an agreement with VFS Global to support the tourist visa application system initiative for inbound travelers planning to visit Qatar.<ref>{{cite news|url=https://www.marhaba.qa/qatar-airways-and-qta-sign-agreement-with-vfs-global/|title=Qatar Airways and QTA Sign Agreement with VFS Global |publisher=Marhaba |date=2016-09-01 |access-date=2018-02-15 |location=Doha}}</ref>


⚫ ENIT - Italian State Tourist Board reopened its Mumbai office in 2013 in association with VFS Global to assist the Tourism Board to set up their India operations to promote Italy as a tourism destination.{{sfn|Travel Biz Monitor|2013}} In February 2015, VFS Global was appointed to represent Macau Tourism Office in India. As part of the partnership MGTO opened an office in Mumbai.{{sfn|Travel Biz Monitor|2015}}
⚫ In April 2017, the Kingdom of Bahrain's national carrier, Gulf Air, signed a partnership with the company for an online platform for travelers to Bahrain.<ref>{{cite news|url=http://www.bahrainnewsgazette.com/gulf-air-vfs-global-ink-partnership-agreement/|title=Gulf Air, VFS Global ink partnership agreement |publisher= Bahrain News Gazette. |date=2017-04-26 |access-date=2018-02-15 |location=Doha}}</ref>


The VFS Global-Atout France initiative was rolled out as a pilot project for disseminating information about France's tourism opportunities.{{sfn|Chandavarkar|Pujari|2017}}
In early 2017, Czech Tourism appointed VFS Global as its India representative for a year to support Indian travel agents and tour operator cooperation.<ref>{{cite news|url=https://tourismbreakingnews.com/czech-tourism-appoints-vfs-global-as-india-rep/|title=Czech Tourism appoints VFS Global as India rep |publisher= Tourism Breaking News |date=2017-02-23 |access-date=2018-02-19 |location=Mumbai}}</ref>

⚫ ENIT - Italian State Tourist Board reopened its Mumbai office in 2013 in association with VFS Global to assist the Tourism Board to set up their India operations to promote Italy as a tourism destination.<ref>{{cite news|url=http://www.travelbizmonitor.com/Trade-News/enit--italian-state-tourist-board-reopens-mumbai-office-20495 |title=Czech Tourism appoints VFS Global as India rep |publisher= Travel Biz Monitor |date=2013-05-27 |access-date=2018-02-19 |location=Mumbai}}</ref> In February 2015, VFS Global was appointed to represent Macau Tourism Office in India. As part of the partnership MGTO opened an office in Mumbai<ref>{{cite news|url=http://www.macaubusiness.com/vfs-global-appointed-macau-tourism-office-in-india/ |title=VFS Global appointed Macau Tourism Office in India |publisher= Travel Biz Monitor |date=2015-02-12 |access-date=2018-02-19 |location=Mumbai}}</ref>

The VFS Global-Atout France initiative was rolled out as a pilot project for disseminating information about France's tourism opportunities.<ref>{{cite news|url=https://timesofindia.indiatimes.com/city/bengaluru/now-apply-for-a-french-visa-in-bengaluru/articleshow/58690678.cms |title=Now, apply for a French visa in Bengaluru |publisher= ] |date=2017-05-16 |access-date=2018-02-19 |location=Bangalore}}</ref>


== Controversies == == Controversies ==
=== 2005-2007 Data breaches === === 2005-2007 Data breaches ===
==== Initial breach and inaction ====
Between 2005 and 2007, a security flaw in the VFS Global application website for the British ] resulted in many visa applications from ], ] and ] being publicly accessible.<ref name="The Register"/> Sensitive data stored in VFS's online service could be accessed by simply "making changes" to the VFS website's ] address.<ref name="The Register"/> By doing so, any viewer could access "to the firm's database of visa applicants, which stored passport numbers, names, addresses, and travel details."<ref name="The Register"/> The security flaw had been known since December 2005,<ref name="The Register"/> but the issue was addressed only in May 2007 following media reports.<ref name="The Register">{{cite news | last = Ballard | first = Mark | title = Indian problem could be worldwide | url = https://www.theregister.co.uk/2007/05/18/visa_breach/ | access-date = 27 April 2015 | location = London | publisher = ] | date = 18 May 2007}}</ref><ref>{{cite web | last = Winder | first = Davey | url = http://www.daniweb.com/hardware-and-software/networking/news/218517/exposed-indian-visa-application-data-accessible-to-anyone-with-a-web-browser | title = Exposed: Indian visa application data accessible to anyone with a web browser | publisher = Daniweb | date = 20 June 2012 | access-date = 13 September 2012}}</ref> The security breach had been first reported in December 2005 by an Indian national, Sanjib Mitra,<ref name="Data Breach Report"/><ref name="The Register"/> after which no effective remedial action was taken by VFS. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored.<ref name="The Register"/> Between 2005 and 2007, a security flaw in the VFS Global application website for the British ] resulted in many visa applications from ], ] and ] being publicly accessible.{{sfn|Ballard|2007}} Sensitive data stored in VFS's online service could be accessed by simply "making changes" to the VFS website's ] address.{{sfn|Ballard|2007}} By doing so, any viewer could access the company's "database of visa applicants, which stored passport numbers, names, addresses, and travel details."{{sfn|Ballard|2007}} The security flaw had been known since December 2005,{{sfn|Ballard|2007}} but the issue was addressed only in May 2007 following media reports.{{sfn|Ballard|2007}}{{sfn|Winder|2007}} The security breach had been first reported in December 2005 by an Indian national, Sanjib Mitra,{{sfn|Baker|2009}}{{sfn|Ballard|2007}} after which no effective remedial action was taken by VFS. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored.{{sfn|Ballard|2007}}


==== Government investigation ====
Following this data breach and media outcry,<ref name="Computer World"/> the UK Secretary of State for Foreign and Commonwealth Affairs appointed an independent investigator to uncover the reasons for the breach of security in the VFS online visa application website.<ref name="Data Breach Report"/> The subsequent report, released in July 2007, highlighted "organisational failures" by VFS.<ref name="Data Breach Report">{{cite web |title = Report of The Independent Investigation: Breach of Data Security in the VFS Online UK Visa Application Facility| url = http://www.statewatch.org/news/2007/jul/uk-visa-security-report.pdf | publisher = Fco.gov.uk | date = 2009-11-05 | access-date = 2012-09-13}}</ref><ref>{{cite news | last = Goodin | first = Dan | url = https://www.theregister.co.uk/2007/08/11/uk_visa_site_investigation/ | title = Investigator Ridicules UK Visa Site | location = London | publisher = ] | date = 11 August 2007 |access-date=2012-09-13}}</ref><ref name="Computer World">{{cite web |title=U.K. government slammed over bug in outsourced Web site | url=http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9030018 |publisher=Computerworld |date=2007-08-10 |access-date=2012-09-13}}</ref> VFS had purportedly underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act.<ref name="Data Breach Report"/> The report also recommended that the VFS online visa applications not be resumed for applications from India.<ref name="Data Breach Report"/>
Following this data breach and media outcry,{{sfn|Shifrin|2007}} the UK Secretary of State for Foreign and Commonwealth Affairs appointed an independent investigator to uncover the reasons for the breach of security in the VFS online visa application website.{{sfn|Baker|2009}} The subsequent report, released in July 2007, highlighted "organisational failures" by VFS.{{sfn|Baker|2009}}{{sfn|Goodin|2007}}{{sfn|Shifrin|2007}} VFS had purportedly underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act.{{sfn|Baker|2009}} The report also recommended that the VFS online visa applications not be resumed for applications from India.{{sfn|Baker|2009}}


In November 2007, the UK ] announced that it had found the ] in breach of its obligations under the ]. The ] required the Foreign Office to sign a statement that it would comply with the ] and would not reopen the VFS UK visa online facility.<ref>{{cite journal|url=http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf |title = Foreign Office in breach of the Data Protection Act | publisher = Information Commissioner's Office |date=13 November 2007 |access-date=13 September 2012}}</ref> As a result of this ruling, the Foreign Office reviewed its relationship with VFS and briefly sought to significantly reduce its outsourced work, especially in the area of IT.<ref>{{cite news | last = Johnson | first = Bobbie | title = UK government failed to protect privacy of online visa applications | publisher = ] | location = London | url = https://www.theguardian.com/technology/2007/nov/14/data.protection.breach | date = 14 November 2007 | access-date = 13 September 2012}}</ref> After the report was issued, VFS spent "$2 million on online security in the next year,"<ref name="Toronto Star"/> and introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.<ref name="Express Computer Online">{{cite web | url = http://www.expresscomputeronline.com/20081013/expressintelligententerprise03.shtml | title = Travel & Hospitality: VFS Global - Express Computer | publisher = Express Computer Online | date = 13 October 2008 | access-date = 13 September 2012}}</ref>{{dead link|date=September 2019}} In November 2007, the UK ] announced that it had found the ]'s contractual relationship with VFS Global to be in breach of its obligations under the ]. The ] required the Foreign Office to sign a statement that it would comply with the ] and would not reopen the VFS UK visa online facility.{{sfn|Information Commissioner's Office|2007}} As a result of this ruling, the Foreign Office reviewed its relationship with VFS and briefly sought to significantly reduce its outsourced work, especially in the area of IT.{{sfn|Johnson|2007}} After the report was issued, VFS spent "$2 million on online security in the next year,"{{sfn|Taylor|2008}} and introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.{{sfn|Kelekar|2008}}


Following this incident, several governments were critical of VFS Global's abilities and raised concerns over its lackluster security protocols.<ref name="Toronto Star">{{cite news | last = Taylor | first = Lesley Ciarula | title = Private firm's work with visas raises concerns | publisher = ] | url = https://www.thestar.com/news/gta/2008/06/16/private_firms_work_with_visas_raises_concerns.html | date = 13 October 2008 | access-date = 13 September 2012 | location = Toronto}}</ref> "There's the accountability issue, the privacy issue and why are we outsourcing to a for-profit entity something that belongs in the security mandate?" asked Victor Wong, executive director of the Chinese Canadian National Council.<ref name="Toronto Star"/> Likewise, Liam Clifford, an immigration expert working for Global Visas, raised security concerns associated with VFS Global's operations: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."<ref name="Toronto Star"/><ref>{{Cite news | last1 = Harper | first1 = Tom | last2 = Leapman | first2 = Ben | title = Interpol boss criticises immigrant checks | newspaper = ] | location = ] | url = https://www.telegraph.co.uk/news/uknews/1556814/Interpol-boss-criticises-immigrant-checks.html | date = 8 July 2007 | access-date = 28 September 2019}}</ref> Following this incident, several governments were critical of VFS Global's abilities and raised concerns over its lackluster security protocols.{{sfn|Taylor|2008}} "There's the accountability issue, the privacy issue and why are we outsourcing to a for-profit entity something that belongs in the security mandate?" asked Victor Wong, executive director of the Chinese Canadian National Council.{{sfn|Taylor|2008}} Likewise, Liam Clifford, an immigration expert working for ''Global Visas'', raised security concerns associated with VFS Global's operations: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."{{sfn|Taylor|2008}}{{sfn|Harper|2007}}


=== 2015 Data breaches === === 2015 Data breaches ===
VFS Global's online security again came under scrutiny in July 2015 when its online visa forms for ] allowed any user to access the personal information of other applicants — including their date of birth, passport details and addresses — if they input the ID number of another person when logging into the system.<ref>{{cite news | last = Dehghan | first = Saeed Kamali | title = Users' data compromised after technical glitch at Home Office contractor | date = 17 July 2015 | location = London | newspaper = ] | url = https://www.theguardian.com/technology/2015/jul/17/users-data-compromised-after-technical-glitch-at-home-office-contractor | access-date = 28 September 2019}}</ref> VFS Global's online security again came under scrutiny in July 2015 when its online visa forms for ] allowed any user to access the personal information of other applicants — including their date of birth, passport details and addresses — if they input the ID number of another person when logging into the system.{{sfn|Dehghan|2015}}


Following the discovery of 2015 security issues, the outsourcing company stated in 2016 that they had instituted new security protocols.<ref name="Express Travel World"/> VFS Global annually renews the ISO 27001 audit and certification.<ref name="Express Travel World">{{cite news|url=http://www.expressbpd.com/travel/market-travel/security-is-of-paramount-importance-to-us/280486/ |title=Security is of paramount importance to us | publisher = Express Travel World |date = 11 June 2016 | access-date = 15 February 2018 |location=Mumbai}}</ref> Following the discovery of 2015 security issues, the outsourcing company stated in 2016 that they had instituted new security protocols.{{sfn|Raval|2016}} VFS Global claims to annually renew its ISO 27001 audit and certification.{{sfn|Raval|2016}}


=== 2014-2019 Monopoly allegations === === 2014-2019 Monopoly allegations ===
VFS Global has been alleged to be a ] enterprise operating in the visa outsourcing sector.<ref name="Travel News Weekly"/><ref>{{Cite news | title = South African lawmakers opposes monopoly in issuing of visas | publisher = ] | url = http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm | date = 12 March 2019 | access-date = 28 September 2019}}</ref><ref>{{Cite web|url=https://www.parliament.gov.za/press-releases/committee-says-vfs-monopoly-home-affairs-indefensible|title=Committee Says VFS Monopoly at Home Affairs Is Indefensible | website = Parliament of the Republic of South Africa}}</ref> Its alleged monopoly has led to issues related to prohibitive visa application prices and also sparked concerns in the areas of centralised document handling and content security, though VFS claims a streamlined application submission process in all its centres.<ref>{{Cite web | last = Hunter | first = Murray | title = Australian Immigration – the Snowden Link? | url = http://dissidentvoice.org/2013/08/australian-immigration-the-snowden-link/ | date = 1 August 2013 | website = Dissident Voice | access-date = 30 March 2015}}</ref> For example, VFS staff at its collection offices in ] were accused of abusing its dominant market status by creating their own extemporaneous rules for visa applicants.<ref name="Thailand"/> This included entry criteria to the VFS centres and also level of assistance offered to applicants.<ref name="Thailand">{{Cite web | title = Make sure your UK Visa Application is not refused because of VFS | url = http://thaiscare.com/2011/10/make-sure-your-uk-visa-application-is-not-refused-because-of-vfs-thailand-ltd/ | website = Thaiscare.com | url-status = dead | archive-url = https://web.archive.org/web/20120207165044/http://thaiscare.com/2011/10/make-sure-your-uk-visa-application-is-not-refused-because-of-vfs-thailand-ltd/ | archive-date = 7 February 2012 | access-date = 28 September 2019}}</ref> VFS Global has been alleged to be a ] enterprise operating in the visa outsourcing sector.{{sfn|''Travel News Weekly''|2019}}{{sfn|Xinhua News Agency|2019}}{{sfn|Chauke|2019}} Its alleged monopoly has led to issues related to prohibitive visa application prices and also sparked concerns in the areas of centralised document handling and content security, though VFS claims a streamlined application submission process in all its centres.{{sfn|Hunter|2013}} For example, VFS staff at its collection offices in ] were accused of abusing its dominant market status by creating their own extemporaneous rules for visa applicants.{{sfn|Thais Care|2011}} This included entry criteria to the VFS centres and also level of assistance offered to applicants.{{sfn|Thais Care|2011}}


Three years later, in June 2014, the outsourcing company was investigated by the South African Competition Commission regarding allegations of market dominance by VFS Global in the visa support services market to foreign embassies.<ref name="Mail & Guardian"/> The Commission's spokesperson Themba Mathebula stated that the commission's screening unit had completed its preliminary investigation and submitted its report, recommending further formal investigations into VFS.<ref name="Mail & Guardian">{{cite news | last = Donnelly | first = Lynley | title = Visa Services Under Investigation | url = http://mg.co.za/article/2014-06-26-visa-services-under-investigation | date = 27 June 2014 | newspaper = ] | location = ] | access-date = 26 September 2019}}</ref> Three years later, in June 2014, the outsourcing company was investigated by the South African Competition Commission regarding allegations of market dominance by VFS Global in the visa support services market to foreign embassies.{{sfn|Donnelly|2014}} The Commission's spokesperson Themba Mathebula stated that the commission's screening unit had completed its preliminary investigation and submitted its report, recommending further formal investigations into the outsourcing company.{{sfn|Donnelly|2014}}


In a statement to ] parliament in July 2018, VFS global denied that the outsourcing company is operating as a monopoly,<ref name="EU Statement">{{citation|url=http://www.europarl.europa.eu/cmsdata/151341/1-4-chris-dix.pdf|title=Statement of VFS representative before the European Parliament In a statement to ] parliament in July 2018, VFS Global denied that their outsourcing company is operating as a monopoly,{{sfn|VFS Statement|2018}} though its prepared statement did not cite any outsourcing companies with whom they are in competition for winning contracts.{{sfn|VFS Statement|2018}}
|location=Brussels |date=10 July 2018}}</ref> though its prepared statement did not cite any outsourcing companies they are in competition with for winning contracts.<ref name="EU Statement"/>


=== 2019 Extortion allegations === === 2019 Extortion allegations ===
The outsourcing company has been accused of "extorting" and "mistreating" vulnerable visa applicants in developing countries such as ].<ref name="Bulman"/><ref>{{cite news | last1 = Onyeji | first1 = Ebuka | last2 = Ayitogo | first2 = Nasir | title = How visa processing firm, VFS Global, 'extorts', 'mistreats' Nigerians | url = https://www.premiumtimesng.com/investigationspecial-reports/268332-special-report-how-visa-processing-firm-vfs-global-extorts-mistreats-nigerians.html | newspaper = ] | location = ], ] | date = 14 May 2018 | access-date = 26 September 2019 | ref = harv}}</ref> Additionally, the company was also reported to be under investigation for allegations of abusive market dominance.<ref name="Travel News Weekly">{{cite news | title = VFS 'monopoly' indefensible – Portfolio Committee | url = http://storage.news.nowmedia.co.za/medialibrary/Feature/6997/20-March-2019.pdf | number = 2535 | page = 2 | date = 20 March 2019 | newspaper = Travel News Weekly | access-date = 26 September 2019 | ref = harv}}</ref> The outsourcing company has been accused of "extorting" and "mistreating" vulnerable visa applicants in developing countries such as ].{{sfn|Bulman|Gibbs|2019}}{{sfn|Onyeji|Ayitogo|2019}} Additionally, the company was also reported to be under investigation for allegations of abusive market dominance in the same country.{{sfn|''Travel News Weekly''|2019}}

== Customer reviews ==
⚫ Many visa applicants, facing no other alternative but to apply through VFS Global,{{sfn|''Travel News Weekly''|2019}}{{sfn|Xinhua News Agency|2019}} have rated their processing services 1.5 out of 5 stars,{{sfn|Trustpilot|2019}} with some reviewers asserting that "there should be option to choose 'No Star' or 'Negative Rating' specially for their horrible Customer care."{{sfn|Trustpilot|2019}} Former VFS employees have purportedly alleged the outsourcing company is systematically deceitful to visa applicants and that passports have been occasionally mishandled or lost due to poor organization.{{sfn|SiteJabber|2019}}


== Reviews == == Citations ==
{{reflist|4}}
⚫ Many visa applicants, facing no other alternative but to apply through VFS Global, have rated their processing services 1.5 out of 5 stars, with some reviewers asserting that "there should be option to choose 'No Star' or 'Negative Rating' specially for their horrible Customer care."<ref>{{Cite web | title = VFS Global is rated "Bad" with 1.5 / 5 on Trustpilot | url = https://www.trustpilot.com/review/vfsglobal.com | website = ] | language = en | access-date = 13 September 2019}}</ref> Former VFS employees have alleged the company is systematically deceitful to applicants and that passports have been occasionally mishandled or lost due to poor organization.<ref>{{Cite web | title = VFS Global Reviews - 1.9 Stars | url = https://www.sitejabber.com/reviews/vfsglobal.com | website = ] | language = en | access-date=13 September 2019}}</ref>


== References == == References ==
{{Reflist|30em}} {{refbegin|30em|indent=yes}}
* {{Cite news | author = Bahrain News Agency | url = http://www.bahrainnewsgazette.com/gulf-air-vfs-global-ink-partnership-agreement/ | title = Gulf Air, VFS Global ink partnership agreement | publisher = Bahrain News Gazette | location = ] | date = 26 April 2017 |access-date = 15 February 2018 | ref = {{harvid|''Bahrain News Gazette''|2017}}}}
* {{Cite report | last = Baker | first = Linda Costelloe | title = Report of The Independent Investigation: Breach of Data Security in the VFS Online UK Visa Application Facility | url = http://www.statewatch.org/news/2007/jul/uk-visa-security-report.pdf | publisher = Foreign & Commonwealth Office | date = 5 November 2009 | access-date = 13 September 2012 | ref = harv}}
* {{Cite news | last = Ballard | first = Mark | title = Indian problem could be worldwide | url = https://www.theregister.co.uk/2007/05/18/visa_breach/ | location = London | newspaper = ] | date = 18 May 2007 | access-date = 27 April 2015 | ref = harv}}
* {{Cite web | author = Bellevision Media Network | url = http://www.bellevision.com/index.php?action=topnews_print&type=18930 | title = Dubai: Latvia Opens New External Visa Centres in UAE in Partnership with VFS Global | publisher = BelleVision | location = ] | date = 5 February 2018 | access-date = 14 February 2018 | ref = {{harvid|Bellevision Media Network|2018}}}}
* {{Cite news | last1 = Bulman | first1 = May | last2 = Margot | first2 = Gibbs | title = How Home Office makes millions a week from outsourcing visas to Dubai-based firm accused of exploitation | url = https://www.independent.co.uk/news/uk/home-news/home-office-vfs-visas-profit-subcontracted-contract-outsourcing-premium-services-exploited-a9056446.html | newspaper = ] | location = London | date = 17 August 2019 | access-date = 28 September 2019 | ref = harv}}
* {{Cite news | last1 = Chandavarkar | first1 = Aishwarya | last2 = Pujari | first2 = Anjali | title = Now, apply for a French visa in Bengaluru | url = http://timesofindia.indiatimes.com/articleshow/58690678.cms | publisher = ] | location = ] | date = 16 May 2017 | access-date = 19 February 2018 | ref = harv}}
* {{Cite press release | last = Chauke | first = Hlomani | title = Committee Says VFS Monopoly at Home Affairs Is Indefensible | url = https://www.parliament.gov.za/press-releases/committee-says-vfs-monopoly-home-affairs-indefensible | publisher = Parliamentary Communication Services | website = Parliament of the Republic of South Africa | date = 12 March 2019 | access-date = 28 September 2019 | ref = harv}}
* {{Cite news | last = Dehghan | first = Saeed Kamali | title = Users' data compromised after technical glitch at Home Office contractor | date = 17 July 2015 | location = London | newspaper = ] | url = https://www.theguardian.com/technology/2015/jul/17/users-data-compromised-after-technical-glitch-at-home-office-contractor | access-date = 28 September 2019 | ref = harv}}
* {{Cite news | last = Donnelly | first = Lynley | title = Visa Services Under Investigation | url = http://mg.co.za/article/2014-06-26-visa-services-under-investigation | date = 27 June 2014 | newspaper = ] | location = ] | access-date = 26 September 2019 | ref = harv}}
* {{Cite web | last = Gibbs | first = Margot | title = VFS: The 'exploitative' Dubai-based firm fuelling a massive surge in Home Office profits from UK visas | website = Finance Uncovered | date = 21 August 2019 | access-date = 28 September 2019 | url = https://www.financeuncovered.org/investigations/vfs-the-exploitative-dubai-based-firm-fuelling-a-massive-surge-in-home-office-profits-from-uk-visas/ | ref = harv}}
* {{cite news | last = Gibbs | first = Margot | title = VFS: Who is the company subcontracted by the Home Office to process visa applications? | newspaper = ] | location = London | date = 17 August 2019 | url = https://www.independent.co.uk/news/uk/home-news/vfs-global-home-office-outsourcing-visa-applications-a9061476.html | access-date = 28 September 2019 | ref = {{harvid|''The Independent''|2019}}}}
* {{Cite news | last = Goodin | first = Dan | title = Investigator Ridicules UK Visa Site | url = https://www.theregister.co.uk/2007/08/11/uk_visa_site_investigation/ | location = London | newspaper = ] | date = 11 August 2007 | access-date = 13 September 2012 | ref = harv}}
* {{Cite news | last1 = Harper | first1 = Tom | last2 = Leapman | first2 = Ben | title = Interpol boss criticises immigrant checks | newspaper = ] | location = ] | url = https://www.telegraph.co.uk/news/uknews/1556814/Interpol-boss-criticises-immigrant-checks.html | date = 8 July 2007 | access-date = 28 September 2019 | ref = harv}}
* {{Cite web | last = Hunter | first = Murray | title = Australian Immigration – the Snowden Link? | url = http://dissidentvoice.org/2013/08/australian-immigration-the-snowden-link/ | website = Dissident Voice | date = 1 August 2013 | access-date = 30 March 2015 | ref = harv}}
* {{Cite report | author = Information Commissioner's Office | title = Foreign Office in breach of the Data Protection Act | url = http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf | date = 13 November 2007 | access-date = 13 September 2012 | url-status = dead | archive-url = https://web.archive.org/web/20080804154730/http://www.ico.gov.uk/upload/documents/pressreleases/2007/fco_undertaking_131107.pdf | archive-date = 4 August 2008 | ref = {{harvid|Information Commissioner's Office|2007}}}}
* {{Cite news | last = Johnson | first = Bobbie | title = UK government failed to protect privacy of online visa applications | publisher = ] | location = London | url = https://www.theguardian.com/technology/2007/nov/14/data.protection.breach | date = 14 November 2007 | access-date = 13 September 2012}}
* {{Cite web | last = Kelekar | first = Aditya | url = http://www.expresscomputeronline.com/20081013/expressintelligententerprise03.shtml | title = Travel & Hospitality: VFS Global - Express Computer | publisher = Express Computer Online | url-status = dead | archive-date = 1 February 2009 | archive-url = https://web.archive.org/web/20090201091010/http://www.expresscomputeronline.com/20081013/expressintelligententerprise03.shtml | date = 13 October 2008 | access-date = 13 September 2012 | ref = harv}}
* {{Cite web | title = Make sure your UK Visa Application is not refused because of VFS | url = http://thaiscare.com/2011/10/make-sure-your-uk-visa-application-is-not-refused-because-of-vfs-thailand-ltd/ | website = Thais Care | url-status = dead | archive-url = https://web.archive.org/web/20120207165044/http://thaiscare.com/2011/10/make-sure-your-uk-visa-application-is-not-refused-because-of-vfs-thailand-ltd/ | archive-date = 7 February 2012 | access-date = October 2011 | access-date = 28 September 2019 | ref = {{harvid|Thais Care|2011}}}}
* {{Cite news | last1 = Onyeji | first1 = Ebuka | last2 = Ayitogo | first2 = Nasir | title = How Visa Processing Firm, VFS Global, 'extorts', 'mistreats' Nigerians | url = https://www.premiumtimesng.com/investigationspecial-reports/268332-special-report-how-visa-processing-firm-vfs-global-extorts-mistreats-nigerians.html | newspaper = ] | location = ], ] | date = 14 May 2018 | access-date = 26 September 2019 | ref = harv}}
* {{Cite news | last = Raval | first = Abhishek | url = http://www.expressbpd.com/travel/market-travel/security-is-of-paramount-importance-to-us/280486/ | title = Security is of paramount importance to us | publisher = Express Travel World | location = Mumbai | date = 11 June 2016 | access-date = 15 February 2018 | ref = harv}}
* {{Cite news | last = Saurabh | first = Sinha | title = VFS Global completes acquisition of visa service provider TT Services | url=https://timesofindia.indiatimes.com/business/india-business/vfs-global-completes-acquisition-of-visa-service-provider-tt-services/articleshow/60189862.cms | publisher = ] | location = ] | date = 23 August 2017 | access-date = 15 February 2018 | ref = harv}}
* {{Cite magazine | last = Shifrin | first = Tash | title = U.K. government slammed over bug in outsourced Web site | url = https://www.computerworld.com/article/2543062/u-k--government-slammed-over-bug-in-outsourced-web-site.html | publisher = ] | date = 10 August 2007 | access-date = 13 September 2012 | ref = harv}}
* {{Cite news | title = South African lawmakers opposes monopoly in issuing of visas | publisher = ] | url = http://www.xinhuanet.com/english/2019-03/12/c_137889506.htm | date = 12 March 2019 | access-date = 28 September 2019 | ref = {{harvid|Xinhua News Agency|2019}}}}
* {{Cite news | last = Srivastava | first = Priya | title= 16 Indian cities to have Cyprus Visa Application Centre from now | url = https://timesofindia.indiatimes.com/travel/destinations/16-indian-cities-to-have-cyprus-visa-application-centre-from-now/as61753078.cms | publisher = ] | location = ] | date = 23 November 2017 | access-date = 28 September 2019 | ref = harv}}
* {{Cite news | author = Staff Report | title = Residents with registered wills to receive free verification services | url = http://gulfnews.com/news/uae/society/residents-with-registered-wills-to-receive-free-verification-services-1.2120966 | publisher = ] | date = 8 November 2017 | access-date = 15 February 2018 | location = ] | ref = {{harvid|Gulf News|2017}}}}
* {{Cite news | author = Staff Report | title = VFS Global to process Schengen visa to Latvia | url = http://gulfnews.com/news/uae/government/vfs-global-to-process-schengen-visa-to-latvia-1.2168895 | publisher = ] | date = 5 February 2018 | access-date = 15 February 2018 |location=Dubai | ref = {{harvid|Gulf News|2018}}}}
* {{Cite press release | title = Statement of VFS representative before the European Parliament | url = http://www.europarl.europa.eu/cmsdata/151341/1-4-chris-dix.pdf | website = European Parliament | location = Brussels | date = 10 July 2018 | ref = {{harvid|VFS Statement|2018}}}}
* {{Cite news | last = Taylor | first = Lesley Ciarula | title = Private firm's work with visas raises concerns | publisher = ] | location = Toronto | url = https://www.thestar.com/news/gta/2008/06/16/private_firms_work_with_visas_raises_concerns.html | date = 13 October 2008 | access-date = 13 September 2012 | ref = harv}}
* {{Cite news | author = TBM Staff |title=Czech Tourism appoints VFS Global as India rep | url = http://www.travelbizmonitor.com/Trade-News/enit--italian-state-tourist-board-reopens-mumbai-office-20495 | publisher= Travel Biz Monitor | date = 27 May 2013 | access-date = 19 February 2018 |location = Mumbai | ref = {{harvid|Travel Biz Monitor|2013}}}}
* {{Cite news | author = TBM Staff | title = VFS Global appointed Macau Tourism Office in India | url = http://www.macaubusiness.com/vfs-global-appointed-macau-tourism-office-in-india/ | publisher = Travel Biz Monitor | date = 12 February 2015 | access-date = 19 February 2018 |location = Mumbai | ref = {{harvid|Travel Biz Monitor|2015}}}}
* {{Cite press release | author = VFS Global | title = Croatia and Lithuania Extend Their Contracts With VFS Global | url = https://www.prnewswire.com/news-releases/croatia-and-lithuania-extend-their-contracts-with-vfs-global-674141753.html | publisher = ] | date = 15 February 2018 | access-date = 15 February 2018 | location = Dubai | ref = {{harvid|VFS Global Press Release: Croatia|2018}}}}
* {{Cite press release | author = VFS Global | title = VFS Global introduces mobile app for UAE visas | url = https://www.traveltrendstoday.in/news/international/item/4519-vfs-global-introduces-mobile-app-for-uae-visas | publisher = Travel Trends Today | date = 16 November 2016 | access-date = 15 February 2018 | location = India | ref = {{harvid|VFS Global Press Rlease: Mobile App|2016}}}}
* {{Cite press release | author = VFS Global | title = VFS Global now serves Germany across 19 nations globally | url = https://www.prnewswire.co.uk/news-releases/vfs-global-to-process-germany-visas-in-10-new-countries-667830963.html | publisher = ] | date = 3 January 2018 | access-date = 14 February 2018 | location = Dubai | ref = {{harvid|VFS Global Press Release: Germany|2018}}}}
* {{Cite press release | author = VFS Global | title = VFS Global Further Strengthens Partnership With the Government of Italy | url = https://www.prnewswire.com/news-releases/vfs-global-further-strengthens-partnership-with-the-government-of-italy-674405983.html | location = Dubai | publisher = ] | date = 18 February 2018 | access-date = 19 February 2018 | ref = {{harvid|VFS Global Press Release: Italy|2018}}}}
* {{Cite press release | author = VFS Global | title = Qatar Airways and QTA Sign Agreement with VFS Global | url = https://www.marhaba.qa/qatar-airways-and-qta-sign-agreement-with-vfs-global/ |publisher = Marhaba | date = 1 September 2016 | access-date = 15 February 2018 | location = Doha | ref = {{harvid|VFS Global Press Release: Qatar Airways|2016}}}}
* {{Cite web | title = VFS Global Reviews - 1.9 Stars | url = https://www.sitejabber.com/reviews/vfsglobal.com | website = ] | language = en | year = 2019 | access-date = 13 September 2019 | ref = {{harvid|SiteJabber|2019}}}}
* {{Cite web | title = VFS Global is rated "Bad" with 1.5 / 5 on Trustpilot | url = https://www.trustpilot.com/review/vfsglobal.com | website = ] | language = en | year = 2019 | access-date = 13 September 2019 | ref = {{harvid|Trustpilot|2019}}}}
* {{Cite web | title = VFS Global | url = http://www.vfsglobal.com/about_us/company_profile.asp | website = VFS Global | year = 2015 | access-date = 15 October 2015 | ref = harv}}
* {{Cite news | title = VFS 'Monopoly' Indefensible – Portfolio Committee | url = http://storage.news.nowmedia.co.za/medialibrary/Feature/6997/20-March-2019.pdf | number = 2535 | page = 2 | date = 20 March 2019 | newspaper = Travel News Weekly | access-date = 26 September 2019 | ref = {{harvid|''Travel News Weekly''|2019}}}}
* {{Cite web | last = Winder | first = Davey | title = Exposed: Indian visa application data accessible to anyone with a web browser | url = http://www.daniweb.com/hardware-and-software/networking/news/218517/exposed-indian-visa-application-data-accessible-to-anyone-with-a-web-browser | publisher = Daniweb | date = 15 May 2007 | access-date = 13 September 2012 | ref = harv}}
{{refend}}


{{DEFAULTSORT:VFS Global}} {{DEFAULTSORT:VFS Global}}

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VFS Global
Company typePrivate company
FoundedMumbai, Maharashtra, India (July 2001 (2001-07))
HeadquartersDubai, United Arab Emirates
Area servedWorldwide
Key people
  • Zubin Karkaria (CEO)
Number of employees8790 (31 July 2018)

VFS Global is an outsourcing and technology services specialist for governments and diplomatic missions worldwide. The company manages visa and passport issuance-related administrative and non-discretionary tasks for its client governments.

The company began as a "side project" at a luxury Swiss travel group Kuoni in 2001 by chief executive Zubin Karkaria. Formerly based in India, the company is now headquartered in Dubai with offices in 147 countries. Last year alone, VFS processed more than 25 million visa applications, often containing passport details and financial histories, on behalf of the Home Office and 61 other governments.

The outsourcing company is owned by a private equity fund and, as VF Worldwide Holdings, is "incorporated in the African tax haven of Mauritius." Investors in the outsourcing company include the Chinese and Abu Dhabi investment authorities, the Ohio Police and Fire Pension Fund, and yogurt billionaire Theo Müller. It has been recurrently criticized for allegedly exploitative practices and for its lack of transparency.

VFS Global has been "accused of pressuring visa applicants" into purchasing premium services which "they often don't need and can't afford." In 2019, the British Home Office was "deluged" by complaints from customers applying for visas using VFS Global, many of whom accused the company "of exploiting vulnerable applicants for profit." Applicants — "the majority of whom are from lower-income countries" — have asserted they have "missed flights and were wrongly denied visas due to delays and administrative errors, including apparent failure to scan vital documents."

History

Origins and revenue model

VFS Global was established in Mumbai, India, in 2001. In a Forbes magazine interview, CEO Zubin Karkaria claimed he founded VFS after he had "persuaded the US government to pilot a scheme for Indian visa applicants to the US at its Mumbai embassy." Both the shareholding and governing structure of VFS Global is not made public by Kuoni or VF Worldwide Holdings, an offshore corporation formed to own VFS Global and "incorporated in the African tax haven of Mauritius." By 2005, VFS Global had acquired lucrative contracts with eleven governments including the United Kingdom, Australia, and Canada. The outsourcing company obtains its revenues from service fees paid directly by visa applicants, in addition to the visa fees which are remitted to the diplomatic mission.

By 2007, the company had obtained its first global account from UK Visas and Immigration for operations across 33 countries. Within one year of gaining its account with the UK government, the company's image was tarnished by a data breach which exposed the sensitive information of UK visa applicants. Despite this breach, the outsourcing company obtained a major contract with the United Kingdom in 2014 "to administer around 70% of the UK's visa applications." Critics later alleged "this contract was a crucial step-change in how visa applicants could be squeezed for more money."

Expansion and growth

In August 2017, the outsourcing company acquired the UK-based visa service provider TT Services (TTS) for an undisclosed amount. At the time of the acquisition, TTS operated 51 visa application centres in over 35 countries with 216 employees. Later that year, in November 2017, VFS Global commenced the expansion of visa services network in Cyprus with new centres launched in the four additional cities of Thiruvananthapuram, Goa, Gurugram, and Jaipur. The expansion of the network of Cyprus visa centres was to a total of 16 cities in India where applicants were offered additional services, such as SMS updates, courier services, and online tracking services.

By the end of 2017, the company had added eight new government clients including Armenia, Bahrain, Cote d'Ivoire, Democratic Republic of Congo, Georgia, Nigeria, Slovakia, and Ukraine whereby VFS Global was servicing 58 client governments globally by offering a range of visa, permit, passport, consular, identity and citizen services at the end of the year.

In February 2018, VFS Global regained a visa processing service contract with the Government of Italy in the states of Cameroon, Ghana, and Saudi Arabia for another four years. The company also secured a 3-year contract to manage Italy visa services to the residents of Libya after participating in an official tender published by the Italian embassy in Libya. That same month, the outsourcing company secured contract extensions with Lithuania and Croatia, as well as announced the opening of Latvian visa application centres in the United Arab Emirates at Abu Dhabi and Dubai to process Schengen entry permits. This was part of the outsource mandate from the Latvian government for various countries such as China, Turkey, Georgia, Azerbaijan, Uzbekistan, Lebanon, South Korea and the United Kingdom.

In August 2019, a financial investigation by the British newspaper The Independent revealed that VFS Global had experienced exponential growth in recent years and its shareholders had "extracted about £567m via 'distribution to owner' payments and writing off intercompany loans in the past two years." The newspaper attributed this growth to the outsourcing company's "exploitative" business practices.

Services and partnerships

As part of a recent contract with DIFC Wills & Probate Registry, investors and residents in the UAE cities of Dubai and Ras Al Khaimah who registered a will online were eligible to receive verification services from VFS Global as part of a citizen services program. This came after the introduction of a law where asset-owners can use security features including e-authentication, verifying the identity of the testator and e-witnessing that ensures that the will was drafted and witnessed with no third party influence as part of the services provided.

VFS Global entered into partnerships with various commercial airline companies located in the GCC region to process e-visas through an online portal. In late 2016, the company's unit- Dubai Visa Processing Centre (DVPC) launched a mobile application for customers of Emirates Airline flying to the United Arab Emirates (UAE). Earlier in 2016, Qatar Airways and Qatar Tourism Authority had also signed an agreement with VFS Global to support the tourist visa application system initiative for inbound travelers planning to visit Qatar.

In April 2017, the Bahrain's national carrier, Gulf Air, signed a partnership with the company for an online platform for travelers to Bahrain.

ENIT - Italian State Tourist Board reopened its Mumbai office in 2013 in association with VFS Global to assist the Tourism Board to set up their India operations to promote Italy as a tourism destination. In February 2015, VFS Global was appointed to represent Macau Tourism Office in India. As part of the partnership MGTO opened an office in Mumbai.

The VFS Global-Atout France initiative was rolled out as a pilot project for disseminating information about France's tourism opportunities.

Controversies

2005-2007 Data breaches

Initial breach and inaction

Between 2005 and 2007, a security flaw in the VFS Global application website for the British Foreign & Commonwealth Office resulted in many visa applications from India, Nigeria and Russia being publicly accessible. Sensitive data stored in VFS's online service could be accessed by simply "making changes" to the VFS website's URL address. By doing so, any viewer could access the company's "database of visa applicants, which stored passport numbers, names, addresses, and travel details." The security flaw had been known since December 2005, but the issue was addressed only in May 2007 following media reports. The security breach had been first reported in December 2005 by an Indian national, Sanjib Mitra, after which no effective remedial action was taken by VFS. The same applicant went public in May 2007 after he noticed that his earlier warnings were ignored.

Government investigation

Following this data breach and media outcry, the UK Secretary of State for Foreign and Commonwealth Affairs appointed an independent investigator to uncover the reasons for the breach of security in the VFS online visa application website. The subsequent report, released in July 2007, highlighted "organisational failures" by VFS. VFS had purportedly underestimated what was necessary in order to protect personal data to the levels expected by the UK Data Protections Act. The report also recommended that the VFS online visa applications not be resumed for applications from India.

In November 2007, the UK Information Commissioner's Office announced that it had found the Foreign Office's contractual relationship with VFS Global to be in breach of its obligations under the Data Protection Act 1998. The Information Commissioner's Office required the Foreign Office to sign a statement that it would comply with the Data Protection Act and would not reopen the VFS UK visa online facility. As a result of this ruling, the Foreign Office reviewed its relationship with VFS and briefly sought to significantly reduce its outsourced work, especially in the area of IT. After the report was issued, VFS spent "$2 million on online security in the next year," and introduced various measures to ensure safe and secure business environment. One of them was to make all its centres ISO compliant.

Following this incident, several governments were critical of VFS Global's abilities and raised concerns over its lackluster security protocols. "There's the accountability issue, the privacy issue and why are we outsourcing to a for-profit entity something that belongs in the security mandate?" asked Victor Wong, executive director of the Chinese Canadian National Council. Likewise, Liam Clifford, an immigration expert working for Global Visas, raised security concerns associated with VFS Global's operations: "Once you put this work in the hands of private companies overseas, you no longer have the same protection."

2015 Data breaches

VFS Global's online security again came under scrutiny in July 2015 when its online visa forms for Italy allowed any user to access the personal information of other applicants — including their date of birth, passport details and addresses — if they input the ID number of another person when logging into the system.

Following the discovery of 2015 security issues, the outsourcing company stated in 2016 that they had instituted new security protocols. VFS Global claims to annually renew its ISO 27001 audit and certification.

2014-2019 Monopoly allegations

VFS Global has been alleged to be a monopolistic enterprise operating in the visa outsourcing sector. Its alleged monopoly has led to issues related to prohibitive visa application prices and also sparked concerns in the areas of centralised document handling and content security, though VFS claims a streamlined application submission process in all its centres. For example, VFS staff at its collection offices in Southeast Asia were accused of abusing its dominant market status by creating their own extemporaneous rules for visa applicants. This included entry criteria to the VFS centres and also level of assistance offered to applicants.

Three years later, in June 2014, the outsourcing company was investigated by the South African Competition Commission regarding allegations of market dominance by VFS Global in the visa support services market to foreign embassies. The Commission's spokesperson Themba Mathebula stated that the commission's screening unit had completed its preliminary investigation and submitted its report, recommending further formal investigations into the outsourcing company.

In a statement to European Union parliament in July 2018, VFS Global denied that their outsourcing company is operating as a monopoly, though its prepared statement did not cite any outsourcing companies with whom they are in competition for winning contracts.

2019 Extortion allegations

The outsourcing company has been accused of "extorting" and "mistreating" vulnerable visa applicants in developing countries such as Nigeria. Additionally, the company was also reported to be under investigation for allegations of abusive market dominance in the same country.

Customer reviews

Many visa applicants, facing no other alternative but to apply through VFS Global, have rated their processing services 1.5 out of 5 stars, with some reviewers asserting that "there should be option to choose 'No Star' or 'Negative Rating' specially for their horrible Customer care." Former VFS employees have purportedly alleged the outsourcing company is systematically deceitful to visa applicants and that passports have been occasionally mishandled or lost due to poor organization.

Citations

  1. ^ VFS Global 2015. sfn error: no target: CITEREFVFS_Global2015 (help)
  2. ^ The Independent 2019.
  3. Bellevision Media Network 2018.
  4. ^ Gibbs 2019.
  5. ^ Bulman & Gibbs 2019. sfn error: no target: CITEREFBulmanGibbs2019 (help)
  6. ^ Shifrin 2007.
  7. ^ Ballard 2007.
  8. Saurabh 2017.
  9. Srivastava 2017.
  10. VFS Global Press Release: Germany 2018.
  11. VFS Global Press Release: Italy 2018.
  12. VFS Global Press Release: Croatia 2018.
  13. Gulf News 2018.
  14. Gulf News 2017.
  15. VFS Global Press Rlease: Mobile App 2016.
  16. VFS Global Press Release: Qatar Airways 2016.
  17. Bahrain News Gazette 2017.
  18. Travel Biz Monitor 2013.
  19. Travel Biz Monitor 2015.
  20. Chandavarkar & Pujari 2017.
  21. Winder 2007.
  22. ^ Baker 2009.
  23. Goodin 2007.
  24. Information Commissioner's Office 2007.
  25. Johnson 2007.
  26. ^ Taylor 2008.
  27. Kelekar 2008.
  28. Harper 2007. sfn error: no target: CITEREFHarper2007 (help)
  29. Dehghan 2015.
  30. ^ Raval 2016.
  31. ^ Travel News Weekly 2019.
  32. ^ Xinhua News Agency 2019.
  33. Chauke 2019.
  34. Hunter 2013.
  35. ^ Thais Care 2011.
  36. ^ Donnelly 2014.
  37. ^ VFS Statement 2018.
  38. Onyeji & Ayitogo 2019. sfn error: no target: CITEREFOnyejiAyitogo2019 (help)
  39. ^ Trustpilot 2019.
  40. SiteJabber 2019.

References

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