smartraveller.gov.au - Department of Foreign Affairs and Trade

Getting help overseas

Consular services

The Department of Foreign Affairs and Trade (DFAT) provides help to Australians who find themselves in trouble overseas. Through this support, known as consular services, the Department's consular officers provide a lifeline to Australians who are away from home.

The Australian Government will do what it is able to help Australians in difficulties overseas. But Australians need to appreciate that, when they go abroad, they leave behind Australia's support systems, emergency service capabilities and medical facilities. There are legal and practical limits to what consular officers can do for travellers overseas and Australians need to have realistic expectations.

Australians are now making over 4.7 million overseas trips each year, compared to 3.4 million three years ago. In 2004-05 alone, the Department assisted over 25,000 Australians in difficulty in over 152 countries and handled over 350,000 public inquiries.

The Australian Government cannot decide for Australians where to travel and how to behave when they arrive at their destination overseas. Australians are intrepid travellers and are going in ever greater numbers to out-of-the way, sometimes dangerous places. These are personal choices which the government respects. But, Australians need to accept responsibility to minimise risks to themselves. Consular functions are governed by international agreements and the Australian Government cannot impose Australia's laws, rules or standards on other countries.

What we can and cannot do

Examples of what we CAN DO to help Australians overseas include:

• help during crises, such as civil unrest and natural disasters,
• provide advice and support in the case of an accident, serious illness or death, or if an Australia is a victim of a serious crime, and arrange for next-of-kin to be informed
• visit or contact Australians who are arrested and arrange for their family to be informed (if they wish)
• contact relatives and friends on an Australian's behalf and ask them to assist with money or tickets
• provide some limited financial assistance in real emergencies (subject to very strict criteria)
• provide information on a government scheme under which eligible Australians can apply for financial assistance in limited circumstances to help with legal costs overseas
• witness and certify signatures
• provide a list of local doctors, lawyers and, if available, interpreters
• issue passports, including emergency passports.

Examples of what we CANNOT DO to help Australians overseas include:

• give legal advice, investigate crimes overseas or intervene in court proceedings
• get Australians out of prison or obtain special treatment for Australians in prison
• provide medical services or medications
• arrange visas, work or residence permits for other countries, or help Australians to obtain them
• pay or guarantee payment of hotel, medical or any other bills, including the cost of returning lost luggage to Australia
• act as a travel agent, bank or post office, or store luggage
• become involved in commercial disputes or take up complaints about local purchases
• provide translation, interpreter, telephone or photocopy services.

The Consular Services Charter sets out the standards of service all Australians can expect to receive from consular staff.

Where to get help

Consular officers can be found in Australian diplomatic and consular posts overseas. DFAT's consular network extends to some 160 points of service around the world. These overseas posts are usually located in capital cities but there are also some in regional centres. Sometimes the head of an Australian consulate will be an Honorary Consul.

Not all countries have an Australian diplomatic or consular post but there is usually an Australian post in the region. Under a consular agreement with Canada there are a number of locations where Australians can access consular services through Canadian embassies and high commissions. Informal arrangements also exist with other consular services including those of the United Kingdom and the United States to lend assistance to Australians in need.

Address and telephone numbers of Australian embassies, high commissions and consulates can be found in local telephone directories, hotel, tourist offices or police stations in the country concerned.

A directory of Australian overseas posts appears in the “Your Information Base” section of each edition of Hints for Australian Travellers. This booklet is issued with your passport. Canadian posts that help Australians are also listed in the Hints booklet.

The 24-hour Consular Emergency Centre (CEC) in Canberra can also be contacted for assistance from anywhere in the world on +61 2 6261 3305 or +61 1300 555 135.