Call us
Call us on 131 232.
Monday to Friday – 8 am to 5 pm (for each Australian time zone).
We're closed on Australian national public holidays.
We can make an appointment for you to lodge your application at an Australian passport office if you need:
- to travel urgently because of exceptional circumstances
- a travel document other than an Australian passport.
If you need notarial services
We provide some notarial services in Australia and overseas on behalf of the Australian Government. Notarial services include document legalisations such as apostilles, authentications and Certificates of No Impediment to Marriage (CNI). For more information, see Notarial services(Opens in a new tab/window) on Smartraveller.
If you need an interpreter
If you need an interpreter, call 131 450. The Translating and Interpreting Service (TIS National)(Opens in a new tab/window) will arrange an interpreter who speaks your language and transfer your call to us at no cost to you.
For more information, see Interpreting and translation.
Contact us through the National Relay Service(Opens in a new tab/window) if:
- you're d/Deaf
- you're hard of hearing
- you have a speech or communication difficulty.
If you're overseas
If you're overseas, contact your nearest Australian embassy or consulate(Opens in a new tab/window).
If you need urgent help, contact the Consular Emergency Centre (CEC)(Opens in a new tab/window) in Canberra for emergency consular assistance.
This service is only available for compassionate or compelling reasons, such as:
- the death or serious illness of an immediate family member
- an unexpected need for urgent business travel.
Claiming compensation from us
If you think we have made a mistake that caused you to lose money or experience some other problem, you can ask for compensation under the Compensation for Detriment caused by Defective Administration (CDDA) Scheme.
The CDDA Scheme allows the Department of Foreign Affairs and Trade (DFAT) to compensate people who have been negatively affected because we acted incorrectly or failed to act when we should have. This applies where there is no legal right to compensation.
When DFAT looks at a CDDA claim, the main goal is to put you back in the position you would have been in if the mistake had not happened.
You can find more information about the CDDA Scheme on the Department of Finance website.
How to make a CDDA claim
Email cdda@dfat.gov.au and include:
- What happened and why you think our actions or inaction were defective and caused you loss
- include dates, who you spoke to, where it happened, and any other important details.
- Details of your financial loss or other harm
- if you are asking for money, say how much compensation you are claiming.
- Copies of documents that support your claim
- for example: emails, receipts, invoices, insurance documents, booking or cancellation confirmations.
- Your contact details such as your name and email address.
DFAT will email you to confirm we have received your claim.
Important information
The CDDA Scheme is discretionary, which means DFAT does not have to approve a claim, even if someone has experienced a loss.
It is also usually a last resort, used only when there are no other ways to fix the problem.
If you think we made the wrong decision about your passport application, you can ask for a review.
We value your feedback
The Australian Passport Office is committed to providing a secure, efficient and responsive passport service for Australia. We're always looking for ways to improve our service and we value your feedback.
You can submit feedback via our feedback form(Opens in a new tab/window).
You can also write to us at:
Australian Passport Office
Department of Foreign Affairs and Trade
R.G. Casey Building
John McEwen Crescent
BARTON ACT 0221
If you're not happy with the response you receive from the Department of Foreign Affairs and Trade (DFAT), contact the Commonwealth Ombudsman’s Office in Australia by:
- completing the Office's online form(Opens in a new tab/window)
- calling 1300 362 072 – Monday to Friday, 10:30 am to 3 pm Canberra time.
Customer research
We conduct research to gather customer feedback, which is used to improve our service. This may include customer satisfaction surveys, interviews, or other types of user research. We use trusted, independent research companies to do this on our behalf.
If you have any questions or concerns about this research, including whether it’s genuine, please call us on 131 232.
Visit us
Call 131 232 to make an appointment at your nearest passport office.
You don't need an appointment to collect your passport.