Customer service at the VFS Application Center and the Embassy

Customer service at the VFS Application Center and the Embassy

The Embassy has recently outsourced much of its customer service and all of its appointment bookings to a private company, VFS Global. Read more below on how to book interviews and appointments to submit visas and residence permits, and customer service hours at the Embassy.

How do I book an appointment to submit an application for a visa or a residence permit?

The Embassy no longer makes any appointment bookings. If you want to submit an application for a Schengen visa or a Finnish residence permit, you must book your appointment through VFS. You have four options:

  • Visit the VFS Application Center:

Morning Star Mall, 3rd floor, behind Edna Mall, Bole (map at bottom of page)

Monday to Thursday 3:00 PM to 4:00 PM

Friday 8:00 AM to 4:00 PM

PLEASE NOTE that the Application Center will be open to customers only during the above-mentioned hours. Outside these hours, customers will be admitted by prior appointment only.

  • Make a booking on the VFS website:

For visas:

For residence permits:

  • Call the VFS helpline: +251 9 54 98 64 48 (from 8:00 AM to 3:00 PM)
  • Send an email to: [email protected]

How do I book a family reunification interview or other interview related to residence permits?

Normally, VFS will book interview appointments for applicants when they submit their applications at VFS. If the Embassy or the Finnish Immigration Service has instructed you to book an interview or to come to the Embassy for an interview, visit the VFS Application center, call the VFS helpline, or send them an email (see contact details above). Do not use the VFS website to book an interview appointment! The website online booking system is only for appointments for submitting a visa or residence permit application. If you need to appear for an interview, it means you've already successfully submitted your application.

The Embassy will contact visa applicants directly in case an interview is necessary.

Can I submit my visa or residence permit application at the Embassy?

The Embassy still accepts a limited amount of both visa and residence permit applications per week. However, appointments for the Embassy should also be booked through VFS - either by visiting the Application Center, on their website, via telephone or via email (see contact details above). You can choose whether you want to submit at the Embassy of at the VFS application center, but please notice that appointment slots are limited to a certain number per week at both places, so if you are on a tight schedule you may not have an option. Please also note that VFS charges a service fee for each application.

Does the Embassy provide customer service?

Yes, the Embassy's customer service hours are still Monday to Thursday from 10:00 AM to 12:00 PM and Fridays 9:00 AM to 12:00 PM. On Fridays, there will be Tigrinya and Somali interpreters available. Please not that you cannot book appointments even during customer service hours at the Embassy, and customers seeking to do so will be advised to contact VFS.

Google Maps
Morning Star Mall map
Morning Star Mall

The VFS Application Center is located on the 3rd floor of Morning Star Mall, which is located directly behind Edna Mall in Bole.