The contact details for the Department of Home Affairs e-Service Support Helpdesk and VEVO Helpdesk have changed.
The previous email addresses e-service.support@homeaffairs.gov.au and vevo.helpdesk@homeaffairs.gov.au are no longer in use.
Industry users are being encouraged to contact the Department of Home Affairs via their online enquiry forms, as this allows them to receive all relevant information quickly and effectively address enquiries.
Users will also be provided a reference number for acknowledgment of receipt.
e-Service Support web forms
Please use one of the following web forms for enquiries:
• ImmiAccount Technical Support
• Privacy breach or third-party data breach relating to an ImmiAccount
Web form enquiries are prioritised; however, if an enquiry is urgent and relates to a client becoming unlawful in the next 48 hours, you can email e-service.support@clientservices.homeaffairs.gov.au, marked “urgent” in the subject line.
VEVO web form
Please use the VEVO web form for your enquiry.
If your enquiry is urgent, please include the word ‘urgent’ in the details field.
Response times
The Department of Home Affairs has recently transitioned to a new enquiry management system to improve their service delivery. This has resulted in some temporary delays in the processing of enquiries which they are working to remediate.
e-Service Support Helpdesk aims to respond to your enquiry within 10 business days and the VEVO Helpdesk aims to respond to your enquiry within 5 business days.
Please do not submit multiple forms for the same enquiry within this timeframe as this can delay processing of the original enquiry.
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