FDFA Helpline has answered 250,000 enquiries from Swiss citizens since 2011
Bern, 24.02.2017 - What is the current security situation in Tunisia? How can I apply for a new Swiss passport? My identity card was stolen in Barcelona - what do I have to do to be able to board a flight home? My son has been involved in a traffic accident in Thailand - what can be done to help him? The FDFA Helpline answers these and many other enquiries around the clock by telephone and email. The 250,000th enquiry was received in the night of 23 to 24 February 2017.
The FDFA Helpline, the central point of contact for all consular services in the Federal Department of Foreign Affairs (FDFA), received its first call shortly after 8am on 3 January 2011. At the time, it was comprised of a small team of four. Since 1 May 2012, the Helpline has answered telephone and written enquiries from Switzerland and abroad around the clock. The Helpline team currently has 12 members. It answered about 15,000 enquiries in 2011; by 2016 the number had risen to 64,000. The flyer ‘Plan well, travel safely’, which is included as an insert in every Swiss passport, has helped increase public awareness of the Helpline. The FDFA Helpline has become the flagship of Switzerland’s citizen-oriented and efficient consular network, as positive feedback from many members of the public demonstrates.
The Helpline receives a wide range of consular enquiries, about a quarter of which concern Swiss visa and entry requirements. It also receives general enquiries regarding emigration, stays abroad, living abroad and returning to Switzerland, as well as questions about the services provided by Swiss representations, including services related to registration procedures, identity documents, civil status, citizens’ rights, legalisations, confirmations, certifications, inheritance and estate matters, social assistance and deposited objects.
The Helpline also regularly receives enquires about the security situation, especially when significant events happen abroad. FDFA travel advice on the security situation abroad is posted online. The FDFA is not responsible, however, for foreign visa and entry requirements, as each country has its own requirements. The Helpline therefore refers such enquiries to foreign embassies and consulates in Switzerland. The Helpline advises Swiss citizens to carefully plan trips abroad and to consider taking out travel insurance. The FDFA also advises Swiss tourists and citizens planning to temporarily reside abroad to register in the online registration platform itineris to make it easier to locate them and keep them informed in a crisis.
Swiss nationals in difficulty can call the FDFA Helpline at any time of day or night on +41 800 24 7 365 or email helpline@eda.admin.ch. Consular protection for Swiss citizens abroad will only be provided after the individuals concerned have exhausted every means of helping themselves. In an emergency (accident, death, arrest, etc.), the relevant Swiss representation abroad will determine, together with the individual concerned, what options are available to provide assistance.
Address for enquiries
FDFA Communication
Federal Palace West Wing
CH-3003 Bern, Switzerland
Tel. Press service: +41 58 460 55 55
E-mail: kommunikation@eda.admin.ch
Twitter: @SwissMFA
Publisher
Federal Department of Foreign Affairs
https://www.eda.admin.ch/eda/en/home.html
