My refund is delayed
Track the claim, identify the current status and escalate if there are delays according to the estimated timelines.
View contact options →Help centre
Get the right help without exposing personal information.
Choose the issue that best matches your situation. Always quote your VRA claim reference through the secure channel.
A document is missing
Submit the exact requested item securely. Do not resend the full claim unless instructed.
View contact options →My banking details changed
Use only the approved secure portal. Never send full details through ordinary email or social media.
View contact options →Payment failed or is missing
Contact finance@vatrefundagency.co.za or info@vatrefundagency.co.za to obtain details of the banking information you provided.
View contact options →I cannot access the portal
Use password or OTP recovery, then request the approved identity-verification fallback if access still fails.
View contact options →I want to complain
Escalate the complaint to the VRA support team. If the matter remains unresolved, it will be escalated to a superior within the company.
View contact options →Security warning
We should never need your full banking or passport details in a public message.
- Verify that you are on an official VRA website.
- Do not publish claim documents on social media.
- Do not share card information or one-time passwords.
- Report suspicious messages through an official channel.
Complaints
A credible complaint journey begins with a VRA reference number.
Your acknowledgement should identify the claim, status, first-response target and next-update date. Critical privacy, fraud or payment issues require urgent escalation.
View complaint contactSupport availabilityChannel-specific human-response hours require operational confirmation.
Email opens your preferred mail application. Never include full banking, card or passport details in an ordinary email. Ask for a VRA reference number and next-update date.