Customers and visitors are generally satisfied with the consular services of the Dutch embassy in Bangkok. That is the result of a recent survey.
The annual survey, held between April 1 and May 8, 2015, was completed by 494 people. The survey is conducted to hear from customers and visitors how they experience the current service. In addition, the survey gives customers and visitors the opportunity to make suggestions for improving the current service.
The embassy would like to thank everyone who took the time and effort to complete the survey and express their opinion and/or make suggestions. Where possible, this will be used to further optimize the service.
In general, both Thai and Dutch customers are satisfied with the consular services: 67% rate the service as good to very good. 23% thinks the service is sufficient and 10% considers the service to be insufficient. There is therefore still room for improvement, although not all wishes can be met (anymore).
For example, many respondents expressed the expectation that they would always be able to receive help in Dutch or that communication with the embassy could always be conducted verbally. Unfortunately, this is no longer always the case. This is partly due to the declining capacity at the embassy and the availability of staff as a result of cutbacks. On the website, the embassy tries to provide as complete an explanation as possible about the various services that are provided. If there are any questions, they can be asked by email. These emails will generally be answered within two working days.
Another critical point was the processing period of passports. People generally expect to receive a new passport within a week. Unfortunately, this is no longer standard since July 2013, because since then passports are assessed by the regional office in Kuala Lumpur. As a result, the lead time is longer than people used to be used to. Despite the official processing time of 4 weeks, most passport applications are processed within 2-3 weeks. During the passport application it is possible to keep and use your current passport.
The survey also showed that visitors were critical of the waiting times at the embassy. Changes are currently being made that will reduce the waiting time. Respondents also had comments about the service at VFS. We will discuss the comments received with VFS in order to further improve the service.
The embassy once again thanks all respondents for their responses. We take all comments seriously and act on them where possible. The survey will be repeated next year. If you have any suggestions or comments in the meantime, do not hesitate to contact us[email protected]
Finally, did you know that:
- it is possible to apply for statements by post and you do not have to visit the embassy for all statements: see website;
- the consular section is also open on Thursday afternoons between 13.30:15.00 and XNUMX:XNUMX;
- for calamities you can register at the embassy. You can arrange this yourself online: see website.
Yours faithfully,
The Consular Section
Source: Website Dutch embassy in Bangkok
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