Australian High Commission
United Kingdom

ESC Closure - FAQs

Europe Service Centre closure - Frequently Asked Questions


Why is the Europe Service Centre closing?

Last year, the Australian Government made a decision to outsource the services of the Europe Service Centre.  This is part of the Digital Client Enquiry Enablement Program aimed at redefining how our clients interact with us and modernising our systems and processes.

Will the service change?

Yes. From 14-16 May 2018, the Europe Service Centre will transition to the Department's new Global Service Centre, which will offer services to European clients Monday to Friday, 9 am to 5 pm (GMT) on +61 2 6196 0196.

Effective 14 May 2018 – English services available through Global Service Centre. 

Effective 16 May 2018 – English and language services available.

The Global Service Centre will continue to handle enquiries relating to visa and citizenship requirements to Australia for clients based in Europe and across the world, and provide language services using the Translating and Interpreting Service (TIS).

What number should I call for non-English services?

Until the transition of non-English services on Wednesday 16 May, you should continue to contact the Europe Service Centre on the numbers below.

The Europe Service Centre will continue to provide a normal service against all languages until this date.


+44 (0) 207 420 3692


+44 (0) 207 420 3698


+44 (0) 207 420 4835


+44 (0) 207 420 3691


+44 (0) 207 420 4832


+44 (0) 207 420 3699


+44 (0) 207 420 3693


+44 (0) 207 420 4834


What number should I call for English services from 14 May 2018?

From 14 May, you should dial the Australian number. This will be +61 2 6196 0196. To know the call rates, please speak with your phone provider.

Please do not call this number before 14 May as you may incur charges. Please check our website for updates in the event that this information changes:


What if there are any changes between now and the transition?

We do not foresee significant changes to the information we have provided, but in the event that there are changes, we will update the following websites: