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Contacting the Europe Service Centre
Change to Service Hours and Contact Numbers for the Europe Service Centre
- On Wednesday 4 November, the Europe Service Centre (ESC), expanded its service hours. The ESC continues to answer non-English calls between 9am and 12pm UK time, but will now respond to English calls between 12pm and 4pm UK time.
- On Wednesday 4 November, local access numbers was removed from a number of countries. This means that callers from all countries, with the exception of the UK, Russia and Serbia will need to call an international number to speak with the ESC.
If you would like more information about this, please click here for a list of frequently asked questions
Pressures on the Phone Lines
There is a particularly high demand for the English language service between 12pm and 2.00pm (UK time). We encourage you, if you can, to call later in the service window. Any calls which are connected to our system before 4.00pm will be answered.
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 09.00 to 12.00 (UK time) and English language services from 12.00 to 16.00 (UK time), Monday to Friday. If you want to speak in English, you must call between 12.00 and 16.00. 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) 2074204831||Polish|
|+44 (0) 2074203692||Croatian|
|+381 1141 12800||Serbian|
For all enquiries, please use our web based client enquiry form.
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. Some of these numbers will no longer be available from Wednesday 4 November. 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.