Transition to the Global Service Centre
The Europe Service Centre has transitioned to the Department's new Global Service Centre, which offer services to European clients from Monday to Friday, 9 am to 5 pm (GMT).
The Global Service Centre will continue to handle enquiries relating to visa and citizenship requirements to Australia and provide language services using the
Translating and Interpreting Service (TIS).
The Global Service Centre number is +61 2 6196 0196
Language services will be provided through the TIS by calling the Global Service Centre and selecting option six.
Client telephone hours
9 am to 5 pm (GMT), Monday to Friday.
From 8 June, the opening hours will expand to Monday to Friday, 9 am to 5 pm in all time zones across Europe.
The Global Service Centre will be closed on public holidays.
Frequently Asked Questions
Why is the Department moving the Europe and Americas Service Centres to Australia?
The Australian Government announced in the 2017–18 Budget that the Department would consolidate its three current call centres in London, Ottawa and Sydney into one centre onshore in Australia to provide a more efficient service, reduce the wait time for clients and improve their access to the information they need in a timely manner. The new Australian based service centre will be called the Global Service Centre (GSC).
What is the Global Service Centre?
The Global Service Centre is the Department of Home Affairs’ new service centre, that from 8 June 2018 will provide you with the ability to call, Monday to Friday 9 am to 5 pm (within the Europe and Americas regions).
What services will the Global Service Centre provide?
The Global Service Centre will provide the same client enquiry services that are currently offered through our existing service centres. However from 8 June 2018 the Global Service Centre will provide longer service hours (9 am to 5 pm weekdays, in all time zones within the Europe and Americas regions), and language services using the Translating and Interpreting Service. The Global Service Centre will also provide more phone lines and staff to answer calls resulting in a shorter wait time for clients.
What time will I be able to call the Global Service Centre?
European clients can call the Global Service Centre from 9 am to 5 pm, Monday to Friday (GMT).
Clients in the Americas can call the Global Service Centre from 9 am to 5 pm, Monday to Friday Ottawa time (GMT-4).
From 8 June 2018, the Home Affairs GSC will extend to all time zones within the Europe and Americas regions, opening 9 am to 5 pm (local client time) weekdays, providing a longer service window for clients calling from overseas.
Will client enquiry services be available in languages other than English?
Yes. The Global Service Centre will offer language services using TIS. TIS provides translating services for over 160 languages.
How do I speak to an interpreter when calling the Global Service Centre?
After dialling the Global Service Centre, you can speak to an interpreter using the TIS by selecting option six from the phone menu.
Will TIS interpreters be available when I call?
TIS interpreters will be available while the Global Service Centre is open from 9 am to 5 pm, Monday to Friday for each local region. The Global Service Centre will conference call with an interpreter to manage client queries in languages other than English.
In the event that there is not an interpreter available for your required language at the time that you call, you will have the option to either pre-book an interpreter for a predefined time, or speak to an operator in English.
You can pre-book an interpreter by calling the Global Service Centre and selecting option six from the phone menu.