Individuals with questions or concerns related to Armenian citizenship, documentation procedures, or services provided to foreign nationals now have a reliable and responsive point of contact. The Migration and Citizenship Service of Armenia has officially launched its first-ever public Call Centre — a significant institutional milestone that transforms how displaced persons and citizens access essential information and services in Armenia.

Operational since December 2024, the Call Centre is a result of successful co-operation between the Migration and Citizenship Service and the Council of Europe project Strengthening human rights safeguards for the displaced population in Armenia.  

This innovation addresses a critical need, as the absence of an accessible communication channel became one of the key challenges faced by the refugees seeking clarity on their legal rights and documentation. The establishment of the Call Centre effectively closes that gap by providing a centralised, professional service that efficiently handles a wide range of inquiries from both citizens and displaced individuals.

Schnutz DÜRR, Head of Programming Department at the Directorate of Programme Coordination of the Council of Europe and Nelly DAVTYAN, Head of the Migration and Citizenship Service of the Republic of Armenia opened the event, highlighting that “There is often talk about high-level concepts, migration strategies, and tools for more effective migration management. I am often asked how citizens can experience these reforms directly, and I emphasize how much work goes on behind the scenes before reforms reach the level of service delivery. A vivid example of this is the creation of the Call Centre, based on citizen-centered approaches, the immediate and direct beneficiary of which is our population”.

Mr Schnutz Dürr, Head of the Programming Department at the Directorate of Programme Coordination of the Council of Europe, highlighted the establishment of the Call Centre as a significant achievement for the refugees. “The Council of Europe responded quickly to the refugee influx back in 2023 by adapting its projects as quickly as possible, with a strong focus on supporting refugees. This centre is also part of that effort", said Mr Dürr.

The public can now contact the Migration and Citizenship Service directly by calling 84-22, a dedicated number that brings the institution within easy reach of everyone in need of accurate, timely migration-related information.

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The project Strengthening human rights safeguards for the displaced population in Armenia is a part of the comprehensive response package to the refugee influx in Armenia worth a total of €2.8 million. The package is the result of a visit by the Special Representative of the Secretary General on Migration and Refugees from 11 to 13 October 2023, during which specific areas for support that are in line with the Council of Europe's Action Plan for Armenia (2023-2026) and the Action Plan on Protecting Vulnerable Persons in the Context of Migration and Asylum (2021-2025) were jointly identified with the national authorities. The project supports Armenian authorities in addressing the needs of displaced persons and refugees. It also aims to facilitate access to information on rights and available services for displaced persons, ensuring they are well-informed about their entitlements and available support.

*Following the Council of Europe Secretary General’s decision to consolidate the migration-related activities of the Organisation, the implementation of the Action Plan on Protecting Vulnerable Persons in the Context of Migration and Asylum (2021-2025) is ensured by the Division on Migration and Refugees (DMR), created within the Directorate General of Human Rights and Rule of Law (DGI).