- Our channels
- Liability for user material
- What you can expect from us
- Safety concerns
- Passport appointments
The Smartraveller social media accounts are managed by the Department of Foreign Affairs and Trade (DFAT). They include Twitter, Facebook and social bookmarking and sharing buttons on DFAT’s websites.
Follow Smartraveller on Twitter to be the first to receive critical information through twitter alerts in times of crisis.
Like Smartraveller on Facebook and stay connected with likeminded individuals by joining the conversation.
By using DFAT’s social media pages to make material available, you agree to the terms of the User Content Licence, which include:
- that DFAT will not treat your material as confidential
- that you have the right to make that material available
- that you grant DFAT a broad licence to use that material
- that you hold DFAT and its officers harmless from any claims by any third party in connection with the material, including infringement of trade mark, copyright, or other intellectual property rights, or rights of privacy
- that you accept that material may be duplicated on external websites and that DFAT has no control over, or responsibility for, this material once it leaves the DFAT social media pages
Liability for user material
Any opinions expressed by users of DFAT’s social media pages, other than the content provided by DFAT, do not necessarily reflect the opinions of DFAT or the Australian Government.
DFAT is not responsible for material made available by users on its social media pages. DFAT accepts no liability for any loss or damage whatsoever which may arise from the use of material made available by users on its social media pages.
DFAT’s social media pages may become unavailable from time to time. DFAT accepts no responsibility whatsoever for lack of service for any reason.
Any opinions you share on our platform in response to our content must not be discriminatory, hateful or threatening. If your comments intend to offend, insult, humiliate or intimidate, they will be removed and your ability to access our page revoked.
We have the right to remove your comment if it is seen to:
- abuse, harass or threaten others
- defame or slander
- insult or use hateful, obscene, offensive or provocative language
- infringe the intellectual property rights of others (e.g. by using copyright material without permission)
- promote commercial or personal professional interests
- post multiple versions of the same view
- post overtly political comments
- incite, induce or aid violence, discrimination, harassment, victimisation or hatred towards others, or conduct which might violate Australian law
- offend, insult or humiliate others, particularly on the basis of their race, colour, descent, national origin, religion, ethnicity, gender, age, sexual orientation or any disability
By using DFAT’s social media pages, you also agree:
- to protect your privacy and that of others by not including personal information about you or about others in comments (for example names, home or email addresses, or phone numbers)
- to only post material to the forum that is relevant to the issues being discussed
- not to impersonate or falsely represent another person and to represent your own views
What you can expect from us
We will never ask you for personal information publicly through social media. If we need personal information to answer your question or help you, we will ask you to send it to us directly in a private message or on an alternative secure channel.
We monitor our social media accounts and respond to questions during business hours, Monday to Friday.
We aim to respond to your questions on the same day. Sometimes, where a question is posted late in the day, in peak periods or where your question is more complex, there can be brief delays.
The posts we make on social media sites are official and on behalf of the department.
In an emergency, we use our social media accounts to inform people about the services and consular assistance we can provide.
Some comments on social media may suggest safety concerns. We'll try to contact you directly if your comment raises concerns with us.
If necessary, we may need to pass on your contact information (if you have supplied it) to authorities such as a crisis support service, the relevant embassy or the police.
Appointments with Australian Passport Office
Any appointment with an Australian Passport Office must be managed directly with the relevant office.
Enquiries or requests for appointment changes that are sent to Smartraveller social media accounts, will receive a response directing the user to the relevant avenue. Read more on passports.
If you are a member of the media and on deadline, contact firstname.lastname@example.org.
- If you have feedback on our website or communications you can contact us.
- See our Consular Privacy Collection Statement for how we protect your personal information.
- If you have a passport appointment enquiry, contact the Australian Passport Office directly.
- Find an Australian embassy or consulate overseas.
Explore this page for information about how to find out if you need your document legalised and which documents we can legalise in Australia.
The consular charter outlines the consular services and assistance provided by the Australian Government. In some circumstances, our assistance may be limited.