Contacting the Europe Service Centre
Pressure on German Language Line
We are experiencing significant pressure on the German line. As a consequence, you may have difficulty connecting with a German speaker.
If your query is not urgent, we encourage you to review the extensive information on our website - www.border.gov.au - or to attempt to contact us at a later date.
Service Hours and Contact Numbers for the Europe Service Centre
If your query is not urgent, or you are able to find the answer using other resources, we advise you to do so.
The ESC answers non-English calls between 9am and 12pm UK time, and English calls between 1pm and 4pm UK time.
In the lead up to Christmas, we experience a higher than normal volume of calls to the ESC. As a consequence, wait times may be longer. Occasionally, as a result of exceptionally high volume, it may not be possible to connect with the ESC (you will receive an engaged signal).
We encourage you, where possible, either to call back later, or to visit our website for comprehensive information on all visa options for Australia.
Removal of Local Access Numbers from Russia and Serbia
On Monday 3 October 2016, local access numbers for Russia and Serbia will be discontinued. This means that from 3 October, clients in those countries will need to make an international call to the United Kingdom to contact the Europe Service Centre.
The decision to cease local access numbers has been made following a review of the Department’s current service offer.
In reaching this decision, the following factors were considered:
- International rates to the UK are competitive;
- Most pre-lodgement and some post-lodgement information is available on our website and we encourage clients to maximise the use of these resources before calling;
- We expect that by removing local access numbers, call volume will drop. This will lead to reduced waiting times and therefore potentially lower call costs.
This decision also brings caller access arrangements for Russia and Serbia in line with all other European countries.
If you would like more information about this, please click here for a list of frequently asked questions
Changing contact details and updating passport information
Before you contact us, you should contact the department\'s website, which has comprehensive information and streamlined online lodgement tools: www.border.gov.au. We also have a list of FAQs which answer a number of common enquiries. Please click here.
It will save you time and money if you check this before you call.
If you need to speak with us about your application, we aim to answer your call within the department\'s service standard of 10 minutes. During times of high volume, you may be waiting for an extended period of time.
Please be advised that Information Officers in the ESC can only assist or answer queries in relation to visas to Australia and Australian Citizenship matters. For enquiries relating to other Australian Government services, please visit: www.australia.gov.au
The ESC offers services in the following languages:
*In order to provide the most efficient service and reduce waiting times, callers who select this language may be answered by either a Croatian or a Serbian speaker.
Client Telephone Hours
The ESC provides non-English language services from 9am to 12pm (UK time) and English language services from 1pm to 4pm (UK time), Monday to Friday. If you want to speak in English, you must call between 1 pm and 4pm UK time. We do not provide an English language service outside those hours.
|+44 (0) 2074203690||English|
|+44 (0) 2074204832||German|
|+44 (0) 2074204834||Spanish|
|+44 (0) 2074204835||French|
|+44 (0) 2074203698||Italian|
|+44 (0) 2074203692||Croatian|
|+44 (0) 2074203699||Serbian|
|+44 (0) 2074203691||Russian|
For all enquiries, please use our web based client enquiry form.
The client enquiry form and emails to the Europe Service Centre should only be used / sent if you have already lodged an application and are applying from within Europe. If you have not lodged an application, you should consult the extensive resources available on our website, www.border.gov.au
The following table provides local telephone numbers for contacting the ESC. If you are calling from a country not listed in the table, you may contact the ESC directly on +44 (0) 20 7420 3690. For further information, please click here.
Note: International and domestic call charges may vary. You should confirm the cost with your telephone provider before calling.
Once you have been connected to the ESC, you can choose to speak with an operator in one of the languages listed above. Please note the client service hours for non-English and English language services.
Our office will be closed on all English and some Australian public holidays. Please click here for more information.