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, 9am to 5pm (local London time) 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.

From 8 June, the service window will be expanded to cover 9am to 5pm Monday to Friday in all time zones in the Europe region.

The Global Service Centre will 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? 

As from 16 May, you should call the Global Service Centre from Monday to Friday, 9am to 5pm (local London time) on +61 2 6196 0196.

From 8 June, the service window will be expanded to cover 9am to 5pm Monday to Friday in all time zones in the Europe region.

 

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

From 14 May, you should dial the Australian number, +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:

www.uk.embassy.gov.au/lhlh/IMMI_contact.html

 

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:

www.uk.embassy.gov.au/lhlh/IMMI_contact.html

www.homeaffairs.gov.au/Trav