International travel has changed, yet our approach to helping Australians before they travel and supporting those in need while overseas remains one of the government’s highest priorities.
Our consular and crisis support reflects Australian values and our identity. The work we do, and those we help, is very much shaped by who we are – a nation with diverse heritage, bringing together people from across the world, including our unique First Nations heritage.
With half our population born overseas or having a parent who was born overseas, our multicultural identity connects us even more with the world.
So when Australian borders re-opened in November 2021, hundreds of thousands of Australians took to the skies every month to enjoy the excitement of overseas travel and to visit family, friends, relatives and loved ones.
Most travellers enjoyed a trouble-free holiday and returned to Australia safe and sound. But for a small number of Australians, dedicated consular officers were required to step in and render assistance in varied locations across the globe.
From mental health to lost passports, and situations more serious like international crises, this report tells the story of where and how we extended a helping hand to Australians and their families overseas from July 2021 to June 2022.
Our Consular Services Charter describes what we can and can’t do to help Australians overseas, including in a crisis. It explains our expectations of Australian travellers, such as taking personal responsibility for travel choices, safety and behaviour, reading our travel advice before going overseas, and having appropriate travel insurance.
Overseas travel and consular assistance overview
Since the re-opening of the Australian borders in November 2021, Australian departures increased by 215%1, with a monthly average of approximately 300,000 (to June 2022)2.
Popular destinations in 2021-22 included New Zealand, the United States, India, the United Kingdom, Fiji, Indonesia, Singapore, Thailand, the Philippines and Pakistan.
As Australians travelling overseas increased, so did the assistance we provided to those who encountered difficulties. Over the past year, we provided consular assistance and guidance, including COVID-19 and crisis support in person, over the phone and online to Australians around the world.
We are yet to see traveller numbers return to pre-COVID-19 levels, when more than 11 million travellers departed in 2018-19 and more than 8 million in 2019-20.
Date Australian borders opened
Outward travel ban removed for fully vaccinated Australian citizens and permanent residents.
Removal of Smartraveller’s ‘Do not travel’ (Level 4) global advisory on 28 October 2021.
1,488,865 passports issued
147% increase from 2020-21
51% of Australia’s population hold a passport, that’s 13,108,114 Australians.
66,638 consular emergency centre calls
23% increase compared to 2020-21. Consular Emergency Centre had an average of 182 calls per day.
When Australians plan to travel overseas, our Smartraveller website provides the latest travel advice for 177 destinations. We advise Australians to read and subscribe to updates to the destinations they’ll visit and familiarise themselves with the Consular Services Charter to understand the extent of Australian Government support for Australians overseas.
Travel insurance snapshot
95% of Australians who have a booked a trip will take out travel insurance. This is one of Smartraveller’s top tips in ensuring you can travel and return home safely.
14,944,575 people visiting smartraveller.gov.au
147% increase compared to 2020-21
Travelling overseas comes with its own set of challenges, let alone if something goes wrong. Most Australian travellers are well prepared, but others fly by the seat of their pants. It is usually the latter that need our help and guidance when they find themselves in trouble.
By drawing on our local expertise, we assist by providing them with the tools they need to help themselves. We will always prioritise those who are particularly vulnerable.
My advice for travellers is to be over-prepared, get travel insurance and subscribe to Smartraveller.
– Louise, Consular and Passports Manager
34,710 total cases of consular assistance6
DFAT’s consular support included COVID-19 assisted returns, crisis and consular cases, which decreased 10.5% from the previous financial year, which recorded 38,784 cases of assistance.
15,895 cases of support provided in crisis7
The work done behind the scenes in international crises is not often seen, yet critically important in keeping Australians and their families safe.
During 2021-22, consular officials went to extraordinary lengths to ensure the safety of people in a number of crisis locations, including Afghanistan, Ukraine and Ethiopia, and also with COVID-19-related support (excluding cases of assisted returns).
12,181 COVID-19 assisted returns
Our assistance for Australians affected by COVID-19 continued with 83 government-facilitated commercial flights for passengers to return home.
129,860 notarial services provided
We provide notarial services in Australia and overseas, which allows documents to be used for official or legal purposes.
Top services:
71,659 Apostilles issued
30,657 Notarial acts provided
23,793 Authentications issued
3,751 Certificates of No Impediment issued
Our overseas network
122 overseas locations including Australian embassies, high commissions, consulates-general and consulates, and 11 Austrade-managed posts.
48 additional consulates headed by honorary consuls.
Through our Canada-Australia Consular Services Sharing Agreement (CACSSA), 16 Canadian missions providing consular services in 19 locations to Australians (reciprocated by 17 of our Australian missions providing consular services in 21 locations to Canadians).
Financial assistance / hardship support for vulnerable Australians
We supported 806 vulnerable Australians with financial assistance through Traveller Emergency Loans and the Special Overseas Hardship program.
There are strict conditions around loans provided to Australians. Recipients sign a legal agreement to repay the loan by a certain date or in accordance with a payment program agreed by DFAT.
Cruising
The cruising industry did not operate for the majority of 2021-22 due to COVID-19 restrictions. The industry saw 1.35 million Australians8 take cruises in pre-pandemic times.
Our advice for Australians going on a cruise is to be prepared: research cruise safety protocols, take out cruise-specific travel insurance, get a health check and vaccinations before you go and ensure you have the necessary visas if entering a foreign country’s waters.
Thailand top travel tips
From consular officers in Bangkok, Thailand
If you wouldn’t do it in Australia, then don’t do it overseas.
Ensure your visa remains valid so you can remain legally in the destination.
Always look after and protect your passport.
Although cannabis has been decriminalised in Thailand, you should avoid cannabis-infused products as they may be stronger than you think.
Be aware that prescription drugs purchased over the counter can be up to 5 times stronger than they are in Australia.
Where are the consular cases happening
Thailand claims the top spot for the largest volume of consular cases, with 695 reported cases in 2021-22. We encourage Australians holidaying in Thailand to wear a helmet on motorbikes and scooters, read up on local customs, take out travel insurance and have a safe trip!
Case study from a consular officer in Bangkok, Thailand
Jayde* went to Thailand with friends. After a night out, on the way back to her hotel, she took a late-night swim in the ocean. Jayde’s friends became worried when she didn’t return to the hotel and alerted the Australian Consulate-General in Phuket.
Consular officials assisted Jayde’s friends to contact the local police to report her missing. They facilitated contact with Australia and inquired with local authorities in relation to her whereabouts.
Local Marine Police recovered Jayde’s body three days later. Consular officials supported Jayde’s family and friends to repatriate her remains to Australia so they could hold a funeral for her in Sydney.
*All names have been changed.
Consular services provided to Australians
The most common reason for Australians seeking support was for welfare assistance.
Welfare assistance can include support during a mental health crisis, support for a minor who has missed their flight home, or guidance following a dating or online scam.
The effect of COVID-19 on travellers and Australians living abroad contributed significantly to the type of consular assistance provided, including welfare assistance, death, illness and hospitalisation.
In some circumstances, however, the assistance we can provide may be limited due to local laws or legal requirements.
We provide consular assistance and guidance in person, over the phone and online to Australians around the world. Often information and guidance are enough as we try to help people to help themselves. In other circumstances, more is required.
We give priority assistance to cases involving Australians rendered vulnerable by the situation in which they find themselves, such as victims of violent or sexual assault, or someone who is gravely ill.
At any one time we can be supporting approximately 1,250 active consular cases.
Five-year trends
2017-18
2018-19
2019-20
2020-21
2021-22
COVID-19 assisted returns
-
-
26,6009
23,373
12,377
Crisis cases
2,001
4,593
3,072
7,01111
15,89510
Whereabouts inquiries
509
364
406
186
168
Welfare/other serious matters
3,062
2,804
5,085
4,376
2,329
Illness/Hospitalisation
1,585
1,506
1,555
798
911
Death
1,671
1,695
1,546
1,328
1,509
Arrest/Immigration detention
1,540
1,572
1,443
755
773
Imprisonment
386
371
386
347
330
Theft
533
257
160
15
45
Assault on client
269
268
278
140
128
Repatriation (non-COVID-19)
44
23
297
236
59
Other assistance12
280
254
28513
219
186
Total consular and crisis cases
11,880
13,707
41,113
38,784
34,710
Case study from a consular official in Vienna, Austria
George and Eva* were on the trip of a lifetime – a cruise visiting destinations they’d always dreamed about. Two days into the cruise, George became unwell and had to be taken off the ship in an unscheduled port stop. The local hospital didn’t have the right facilities to treat him and he was medically evacuated home for treatment. They had the right insurance so their costs – which amounted to over $100,000 – were covered and arrangements were made quickly.
*All names have been changed.
Types of consular assistance (excluding crises)
Cases
Percentage change
Welfare/Other Serious Matters
2,329
↓ 47%
Death
1,509
↑ 14%
Illnesses/Hospitalisation
911
↑ 14%
Arrest
596
↓ 4%
Imprisonment
330
↓ 5%
Immigration Detention
177
↑ 34%
Whereabouts inquiries
168
↓ 9%
Assault on client
128
↓ 9%
Child custody disputes14
168
↓ 14%
Repatriation (non-COVID-19)
59
↓ 75%
India top travel tips
From consular officers in New Delhi, India
Never forget travel insurance, even if you have family connections in your destination or were previously a citizen of that destination.
Talk to your doctor about dos and don’ts if you’re currently being treated for illness before you travel abroad.
Look after your mental health, be mindful of your medical condition and act accordingly.
In case of emergency, ensure you have easy access to the contact details of your travel insurance provider, the local authorities and the nearest Australian high commission or consulate.
Ensure your family are aware of your whereabouts and keep in regular contact with them.
Welfare assistance requests
We supported Australians in 2,329 welfare cases around the world.
The guidance we provide for someone’s welfare can be extremely varied, such as if a traveller is unwell or has mental health concerns or is appearing before court.
Welfare cases decreased by 47% compared to the previous financial year, with Thailand and Indonesia replacing the United Kingdom and Ethiopia in the top 5 destinations.
2020-21
2021-22
Percentage change
India
408
252
↓ 38%
Philippines
443
208
↓ 53%
United States of America
247
134
↓ 46%
Thailand
137
125
↓ 9%
Indonesia
113
105
↓ 7%
Whereabouts enquiries
We helped families, friends and loved ones in 16815cases of Australians reported as missing.
The number of cases on the whereabouts of an Australian remained comparable to 2020-21, which had 186 cases.
When you’re travelling overseas, it’s important to keep in contact with family, friends and loved ones at home.
We recommend sharing your itinerary before you go so they know where you are, and let them know if you won’t be contactable for an extended period of time.
2020-21
2021-22
Percentage change
Thailand
14
16
↑ 14%
United States of America
13
15
↑ 15%
Japan
9
11
↑ 22%
China
8
9
↑ 13%
India
9
9
-
Illness and hospitalisation
We supported Australians in 911 cases of illness and hospitalisation, an increase of 14% from 798 in 2020-21.
Most of these cases can be attributed to COVID-19-related illnesses.
Thailand, Philippines and Indonesia are consistently the highest destinations in this category, generally because they are popular travel destinations for Australians, whether as tourists or those choosing to live there, including in retirement.
As travel returns to normal, accidents will happen and may result in medical attention at a local hospital. Obtaining the right travel insurance and ensuring you read the fine print for the activities you plan to do may save you hundreds of thousands of dollars. Our reminder to you: if you can’t afford travel insurance, you can’t afford to travel.
2020-21
2021-22
Percentage change
Thailand
100
255
↑ 155%
Philippines
53
79
↑ 49%
Indonesia
71
61
↓ 14%
Vietnam
37
39
↑ 5%
United States of America
46
32
↓ 30%
Deaths overseas
We supported families, friends and loved ones in 1,509 cases of Australians who died overseas, an increase of 14% from 1,328 in 2020-21.
When an Australian dies overseas, consular officials provide advice and guidance on what to do next. This often includes working with local authorities to follow local processes and requirements, contacting relevant family and friends back home, supporting the repatriation of the body to Australia and providing support to family and friends affected on the ground.
2020-21
2021-22
Percentage change
Thailand
226
227
-
Philippines
163
187
↑ 15%
Indonesia
108
124
↑ 15%
Vietnam
71
86
↑ 21%
United States of America
48
77
↑ 60%
Arrest and immigration detention cases
We managed 773 cases of Australians who were arrested or detained overseas.
The USA continues to have some of the highest number of cases of arrest and immigration detention related to visa issues. We recommend travellers check and subscribe to our travel advice for any destination they plan to visit to ensure they have what’s needed to safely enter and exit a destination.
2020-21
2021-22
Percentage change
Arrests
623
596
↓ 4%
Immigration detention
177
132
↑ 34%
When Australians are arrested or detained overseas, we do what we can to ensure they are treated fairly under the laws of the destination where they are arrested.
We provide details of local lawyers, check on a person’s wellbeing, liaise with local authorities and help to communicate with family members or nominated contacts. We cannot provide legal advice, override local laws, stop Australians getting deported or get Australians out of prison overseas.
Arrests
2020-21
2021-22
Percentage change
China (mainland)
81
56
↓ 31%
United States of America
52
46
↓ 12%
Philippines
49
45
↓ 8%
Hong Kong
39
34
↓ 13%
Thailand
35
28
↓ 20%
Immigration detention
2020-21
2021-22
Percentage change
United States of America
41
65
↑ 59%
Thailand
12
8
↓ 33%
China (mainland)
< 5
6
↑ 16
Philippines
8
< 5
↓
Hong Kong
6
< 5
↓
Case study from a consular official in Mexico City, Mexico
Nasir* was on a two-week holiday in Mexico and decided to extend his stay for an extra week. Unfortunately, Nasir didn’t realise that when he entered Mexico, the immigration officer only stamped his passport for the period he originally declared. When his tourist bus was stopped at an immigration checkpoint he was detained and put into an immigration detention facility for two days. Although the visa on arrival has a maximum validity of 180 days, Mexico immigration will now only stamp validity for the period declared upon entry or for the departure date on the flight itinerary.
* All names have been changed.
Drug-related arrest cases
We urge Australians not to buy, use or travel with illegal drugs when overseas.
Travellers can experience confusion and issues around taking prescription medicine overseas. Prescription medicine can only be taken out of Australia for personal use. This includes medicines supplied under the Pharmaceutical Benefits Scheme.
We recommend travellers check the rules of the destinations they plan to visit, as some medications may require a permit. If you find out your medication is illegal at your destination, talk to your doctor before you go. Ask if they can provide an alternative.
2020-21
2021-22
Percentage change
Indonesia
6
10
↑ 67%
Hong Kong
10
9
↓ 10%
Japan
9
7
↓ 22%
Philippines
8
7
↓ 13%
Thailand
13
6
↓ 54%
Australians imprisoned
We provided assistance in 330 cases involving Australians in prison overseas. This was a 5% decrease from 2020-21. We visit or contact Australians who have been imprisoned to check on their welfare and raise any concerns they may have with prison authorities.
2020-21
2021-22
Percentage change
China
63
55
↓ 13%
United States of America
43
39
↓ 9%
Vietnam
41
35
↓ 15%
Thailand
25
29
↑ 16%
New Zealand
29
19
↓ 34%
Staying within the law
When travelling overseas, you’re subject to all local laws and penalties, including those that may appear harsh by Australian standards. Some destinations impose tough penalties, including corporal punishment, life imprisonment and the death penalty.
Dual nationality can also impact how and when we can help you overseas. Read our advice for dual nationals: Smartraveller.gov.au/dual-nationals
Cases of crime (assaults & theft)
We provided support and advice to Australians in 128 cases of assault and 45 cases of theft.
We assist Australians who are victims of crime or serious assault overseas, including providing details of local lawyers and interpreters. Local authorities are responsible for investigating crimes committed overseas.
Assault on client
2020-21
2021-22
Percentage change
Philippines
< 5
8
↑
Republic of Korea
< 5
8
↑
Fiji
8
8
-
United States of America
12
7
↓ 42%
China
7
6
↓ 14%
Theft from client
2020-21
2021-22
Percentage change
Italy
< 5
5
↑
United States of America
< 5
5
↑
Vietnam
< 5
< 5
-
Philippines
< 5
< 5
-
France
< 5
< 5
-
Emergency loans
In most circumstances, travellers facing urgent financial issues can get assistance from their travel insurer, or family or friends. In exceptional cases, we provide small loans to tide people over until they can resolve the problem they are facing, such as not being able to access money after their wallet or credit card is stolen.
There are strict conditions around these loans. Recipients sign a legal agreement to repay the loan by a certain date or in line with a payment program agreed by DFAT.
USA top travel tips
From consular officers in Los Angeles, USA
Every destination decides who can enter or exit through its borders. It’s your responsibility to make sure you have the right visa and understand associated restrictions.
If taking medication, check if it’s legal at your destination, and ensure you have sufficient supply (or more) in case your return is delayed for any reason.
Overseas travel can be physically and mentally taxing. Those with pre-existing physical and mental health conditions should reconsider travelling alone and without support.
Never forget travel insurance. Ensure that you have sufficient funds to support yourself should things go wrong, or your plans change.
Crisis response
Some international crises and emergencies require an exceptional response to help Australians in need. These include incidents such as natural disasters, terrorist attacks and pandemics.
In such cases, we may deploy expert Crisis Response Teams to assist affected Australians, liaise with families, work with local authorities, support Australians trying to leave the area, and provide crisis updates and travel advice. We may ask Australians to register their whereabouts with us to assist in our response efforts.
During 2021-22, Australian consular officials went to extraordinary lengths to look after the safety of thousands of Australians, permanent residents, visa holders and their families in Afghanistan, Ukraine, Tonga, Ethiopia and Solomon Islands. The more than 15,800 cases our consular officers assisted with also included COVID-19-related support.
Our crisis response is about keeping Australians safe overseas and delivering high-quality consular assistance - together with government and industry partners and our overseas network.
Helping Australians affected by COVID-19
Our support for Australians affected by COVID-19 continued – DFAT’s biggest crisis response in history – with a total of around 9,500 cases of consular assistance and 83 government-facilitated flights, supporting over 12,000 passengers.
Fall of Afghanistan
Together with Australian Government partners, DFAT's crisis response in Afghanistan was one of the largest humanitarian air evacuations in our history. Australia evacuated around 4,100 people on 32 flights from Kabul between 18 and 26 August 2021. The evacuation involved hundreds of Australian Defence Force personnel and government officials working together on the ground in Afghanistan, in Canberra and in the United Arab Emirates.
In the ensuing months, we continued to support evacuees on flights out of Islamabad and Qatari-facilitated flights via Doha. Departmental officers played a central role on the ground, leading Australia’s response in Kabul, Dubai, Doha, Tehran and Islamabad.
Case study from a consular official on the Afghanistan response
To escape the Taliban regime, 74-year-old Nasrin* joined thousands of others who went to Kabul Airport to depart the country. Being hearing impaired, she joined up with family friends who supported her to flee to Pakistan.
Consular officials assisted Nasrin to come to Australia and reunite with her great niece in Sydney to start a new life.
*All names have been changed.
Invasion of Ukraine
Australia has worked with our partners to support Ukraine and hold Russia accountable for its actions. International unity has underpinned the effective response to Russia’s invasion. Australia has provided consular assistance to Australians in Ukraine, including maintaining a registration portal and monitoring developments to inform travel advice.
Our consular work focused on assisting Australians, resulting in 681 cases of support. We continue to provide support to Australian citizens, permanent residents and their immediate family members seeking to depart Ukraine.
Our embassy in Warsaw, following the staged closure of our embassy in Kyiv, and crisis response officers/deployed DFAT officers, provided on-the-ground assistance for those with significant concerns for their welfare or that of other Australians.
Our travel advice remained at ‘Do not travel’ (Level 4) for Ukraine, Russia and Belarus.
DFAT’s Crisis Centre was activated for the Ukraine crisis. It was active for 13 weeks, including approximately 5 weeks of 24/7 operations, the longest time the centre had been continuously activated for a single crisis.
A registration online portal was opened for Australian citizens, permanent residents and their families to notify DFAT of their location in Ukraine, Russia and Belarus. This portal enabled DFAT to keep in contact and provide assistance to those in the area following the invasion of Ukraine.
Humanitarian assistance in Tonga and Solomon Islands
In the Pacific, we responded to our neighbours’ requests for help.
This included our response to civil unrest in Solomon Islands and in the wake of the volcanic eruption and tsunami in Tonga.
Solomon Islands
In November 2021, following civil unrest in Honiara, we activated the 2017 security treaty between Australia and Solomon Islands for the first time. This allowed Australian police, defence and associated civilian personnel to deploy rapidly to restore peace and support security and stability.
Tonga
On 15 January 2022, the Hunga Tonga-Hunga Ha‘apai underwater volcano erupted, triggering a devastating tsunami and blanketing many of Tonga’s islands in a thick layer of volcanic ash.
Australia committed AU$3 million in initial humanitarian assistance and an additional AU$16 million to support Tonga’s recovery and reconstruction, and bolster its COVID-19 response.
Travel insurance
Travel insurance is just as important as a passport. Without it, Australians can suffer financial loss and may have restricted access to medical care if things go wrong. Not all policies cover all things in all destinations and in all situations. It’s vital to choose a travel insurance policy that suits your needs.
Travel insurance insights
DFAT partnered with the Insurance Council of Australia to research17 Australian attitudes towards international travel – and travel insurance – focusing on understanding the risks Australians are prepared to take when travelling in a post-pandemic environment.
95% of Australians who have booked a trip overseas plan to take out travel insurance.
One in 10 travellers under 30 are most at risk of travelling uninsured, actively rejecting the idea of taking out travel insurance regardless of the destination.
Of those taking out insurance, more than half are at risk of travelling underinsured as they have not personally read the fine print in detail.
Almost half of survey respondents identified one or more occasions when a person going overseas might not need travel insurance – particularly younger travellers under 30.
Up to two-thirds may still travel despite Australian Government advice not to – this means these travellers may not be covered by their travel insurance.
Research was conducted by Quantum Market Research in July 2022, with 1,001 respondents of Australians planning to travel overseas in the next 12 months. The project was carried out in line with the Market Research International Standard, AS ISO 20252.
If you can’t afford insurance, you can’t afford to travel
Travel doesn’t always go as planned. If you’re going overseas, travel insurance is as important as a passport. Without it, you or your family could suffer financially if things go wrong. No matter who you are, where you’re going and what you’re doing, get insurance.
For more information see the CHOICE travel insurance buying guide.
Case study from a consular official in Ho Chi Minh City, Vietnam
Sonny* was thrilled to travel overseas for the first time. Sonny had never ridden a motorbike before and did not have a licence but was keen to give it a go as friends said a motorbike licence was not required. He hired a motorbike and immediately crashed it into a parked car within the first minute of riding. Sonny was not wearing a helmet and required surgery, which was not covered by his travel insurance. The final bill was more than AU$10,000.
*All names have been changed.
Travel advice explained
What does ‘advice level’ mean?
The Smartraveller travel advice framework has evolved as COVID-19 risks and requirements for Australian travellers have changed.
With the phased re-opening of Australian borders, we removed the global ‘Do not travel’ advisory and reinstated destination-specific advice levels.
A baseline of 'Exercise a high degree of caution' (Level 2) was maintained until 17 April 2022, when it was removed with the end of the Biosecurity Emergency Determination period. This back-to-normal approach meant that destinations were updated based on the latest assessments of safety and security risks to Australians.
The introduction of Smartraveller’s global COVID-19 health advisory was a key collaboration with the Department of Health and Aged Care. It outlined the ongoing COVID-19 risks and uncertainties for Australian travellers, reinforcing the message that if you’re not vaccinated against COVID-19, you’re strongly discouraged from international travel.
LEVEL 1 - Exercise normal safety precautions
LEVEL 2 - Reconsider your need to travel
LEVEL 3 - Exercise a high degree of caution
LEVEL 4 - Do not travel
We assign each destination an official advice level of 1, 2, 3 or 4. These levels reflect the risk for average Australian travellers to this destination. For each level, we provide advice to help Australians avoid or reduce the risks. A higher advice level means higher risk.
Each travel advisory provides information about safety, health, local laws and customs, and local contacts.
Smartraveller statistics
Did you know you don’t need to register your trip with us anymore? Now, Smartraveller encourages Australians to subscribe to destinations to receive the latest travel updates. Visit Smartraveller.gov.au/subscribe.
1,410 updates to travel advice
177 destinations
380,000 subscribers
14,944,575 people visiting the website
35,658,231 unique page views
324,724 Facebook followers
42,300 Twitter followers
What to do if you need support urgently
DFAT’s 24/7 Consular Emergency Centre provides support to Australians overseas needing urgent help. Australians – or their family and friends – can call for advice or assistance, from anywhere in the world.
The centre also connects Australians overseas to specialist counselling services for urgent support, including Lifeline, state-based rape crisis centres and sexual assault counselling services. You can
also contact your nearest Australian embassy, high commission or consulate to discuss counselling hotlines and services available in your location.
Calls increased by nearly 23% this financial year when compared to 2020-21.
The Consular Emergency Centre can be contacted on:
1300 555 135 (within Australia)
+61 2 6261 3305 (from overseas)
DFAT emergency call unit
DFAT will activate the Emergency Call Unit (ECU) during a crisis if phone calls from the public exceed, or are expected to exceed, the capacity of existing consular resources to respond in a timely manner.
The ECU handled over 16,000 telephone calls in 2021–22 – over half of those in August 2021 when the Taliban took power of Afghanistan following the fall of the government of the Islamic Republic of Afghanistan.
The ECU operates as an incoming call centre and is used to record vital information of Australians identified in the affected areas of a crisis. The ECU also provides advice and guidance to those family and friends who may have concerns for loved ones.
Consular Emergency Centre
66,638 Consular Emergency Centre calls
↑ 23% when compared to 2020-21
182 daily call average
Notarials
Notarial services are legal acts that allow a written record to be used for official or legal purposes. This includes using a document in a court of law.
DFAT provides notarial services overseas. We deliver these services through our embassies and consulates.
Before requesting notarial services, ask the receiving authority what they need from you. In many cases, you won’t need our services.
Passports
With the opening of borders in November 2021, Australian international departures took off, as did the number of passport applications. The number of passport renewals and applications for new passports reached almost 1.5 million, an increase of 147% from the previous financial year. The number of emergency passports issued also increased by 435%.
We know this level of demand is expected to continue for the foreseeable future. We continue to ask Australians to plan well ahead of travel and, where possible, don’t book travel without a valid passport. Visit passports.gov.au or call 131 232, Monday to Friday, 8am to 5pm (for each Australian time zone).
Personal information provided to the Department of Foreign Affairs and Trade (DFAT) is protected by law, including the Privacy Act 1988. DFAT’s privacy policy can be accessed at dfat.gov.au/privacy. Personal information may be used by us to provide consular assistance. In accordance with Australian Privacy Principle 5, information about how we collect, use, disclose and store personal information related to consular cases is contained in our Consular Privacy Collection Statement. Copies of the statement are available on the DFAT website or by requesting a copy from the department.
Publication details
ISSN 2205-8842 (print)
ISSN 2205-9547 (online)
Creative Commons
With the exception of the Commonwealth Coat of Arms and where otherwise noted, such as copyrighted images, this publication is licensed under a Creative Commons Attribution 3.0 Australia licence: creativecommons.org/licenses/by/3.0/au/
This publication should be attributed as the Australian Government Department of Foreign Affairs and Trade Consular State of Play 2021-22.
Use of the Coat of Arms
The terms under which the Coat of Arms can be used are detailed on the Department of the Prime Minister and Cabinet’s website: pmc.gov.au/government/commonwealth-coat-arms
Sources
This publication is based on data from DFAT’s consular information systems, the Australian Bureau of Statistics and a commissioned survey with the Insurance Council of Australia.
1 Compared to international departures in October 2021 when international borders were closed; Australian Bureau of Statistics, Statistics on international travel arriving in and departing from Australia, November 2021.
2 Australian Bureau of Statistics, Statistics on international travel arriving in and departing from Australia, June 2022.
3 An Australian resident includes Australian citizens, permanent visa holders residing in Australia, and any New Zealand citizens who can be identified as a resident; Australian Bureau of Statistics 2022.
4 Australian Bureau of Statistics, Overseas arrivals and departures, Australia, July 2022.
5 Australian Bureau of Statistics, June 2022.
6 Consular Information System (CIS), Department of Foreign Affairs and Trade.
7 As per the Consular Services Charter, DFAT provides ‘consular services to Australian permanent residents in the event of a crisis overseas’.
8 Cruise Lines International Association, data from 2018.
9 This figure includes the number of Australians registered with DFAT’s COVID-19 registration system, as at 30 June 2020.
10 This includes cases relating to crises in Afghanistan, Ukraine and Ethiopia. It also includes COVID-19-related support excluding cases of assisted returns.
11 Before 2019–20, this category reported inquiries about Australians overseas who could not be contacted by their next of kin during a crisis. Under the extraordinary circumstances of COVID-19, since 2019–20, this data has also captured the number of Australians who received COVID-19 hardship crisis assistance during the period.
12 Includes child custody disputes, support with medical evacuation and general assistance cases.
13 Correction to the Consular State of Play 2019-20.
14 This category of consular assistance is amalgamated with 'other assistance' in the five-year trend table.
15 This excludes whereabouts inquiries in crisis cases.
16 For privacy reasons we do not report figures under 5.
17 Research was conducted by Quantum Market Research in July 2022, with 1,001 respondents of Australians planning to travel overseas in the next 12 months. The project was carried out in line with the Market Research International Standard, AS ISO 20252.
