The Department of Home Affairs (DHA) has apologised following a widely shared video showing a confrontation between a client and security personnel at its Tyger Valley office, describing the footage as distressing and regretting the trauma caused.

DHA says its records indicate that the individual involved did not have a valid appointment on the official booking system as reported, and may have been misled into purchasing an appointment slot from a third party, a practice the Department says is illegal and exploitative. The matter is now being investigated by the Department’s Counter-Corruption Unit.

The Department has confirmed that the private security guard involved has been removed, and that the circumstances surrounding the incident are under review to prevent similar occurrences. DHA has again warned the public that all Home Affairs appointments are free and can only be made through its official website.

The incident sparked public outrage after claims that three people were forcefully removed from the Tyger Valley office despite believing they had valid bookings. One woman was reportedly injured during the altercation, which was captured on video and circulated widely on social media.

Eyewitnesses and those involved have alleged that officials refused to verify booking reference numbers and that the situation escalated without attempts to de-escalate or treat the individuals with dignity.

Home Affairs has urged the public not to pay anyone for booking slots and to report related scams, while calls continue for accountability and improved service delivery at government offices.