The Call Center of the State Migration Service started to function as the Migration Information Center in 2008, and continued its activity from 2010 first, as a unit (Migration Information Unit) and later as a division (Migration Information Division). According to the decision of the Service chief No. 49 dated April 29, 2015 the Migration Information Division was renamed as the Call Center Division.

The Call Center Division was established for ensuring citizen satisfaction and rule of law, fair investigation and responding of applications, preventing actions of abuse, as well as conducting analysis based on received applications in order to improve activity of the Service.

The assignment of the Call Center Division is to directly respond questions related to the activity of the State Migration Service (regarding competences of the Service) after the investigation, to provide information and consultation services, to receive proposals and complaints, as well as to forward them accordingly.

The Call Center of the State Migration Service operates in 3 languages - Azerbaijani, Russian and English.

Citizens can obtain detailed and automated information about the migration legislation in 3 languages (Azerbaijani, Russian and English) for 24 hours every day of the week via Interactive Voice Response system.

Citizens can also send their questions on migration legislation through the “Online guide” service of the Call Center, as well as official “twitter” page of the Service.

The main duties of the Call Center Division are the followings:

• to participate in legal awareness raising activities in the field of migration;
• to inform persons on the rules of application to migration bodies and using electronic services;
• to provide information about the current state of play of suggestions, applications and complaints, including electronic applications;
• to provide information about the required documents during the application to migration bodies, depending on the content of the application;
• to propose for eliminating existing contradictions relating to application of the migration legislation by analyzing received inquiries;
• to respond incoming questions (inquiries) on administrative sanctions imposed by the migration authorities;
• to receive applications on cases of violation of the requirements of migration legislation.

The phone conversations conducted with the Call Center Division are recorded and an applicant is informed about this beforehand.

The Call Center Division uninterruptedly responds applications in live regime.

The complaints and proposals about the activity of the Call Center can be sent via 919@migration.gov.az, the 919 Call Center and its “Online guide” service, official “Facebook”, “Instagram” and “Twitter” pages of the State Migration Service.

You can use the services of the Call Center by dialing (012) 919 from landline phones as well as all mobile operators in any region of the country.

The phone must be in tone mode when calling (012) 919. If the connection is interrupted after calling (012) 919 and selecting the relevant button, it is due to the phone is not working in tone mode. In this case, after calling (012) 919, you can switch the phone to tone mode by pressing * (star) before the proper key is selected.

How to use the service

The Call Center of the State Migration Service operates in 3 languages. For instance, if you want to connect to the operator, you should select «1», «2», «3» buttons for Azerbaijani, Russian and English, respectively and then you should select «0» button. Overall, it should be «919-1-0» for Azerbaijani, «919-2-0» for Russian, and «919-3-0» for English. If you wish to get information about the services after the language selection, you should select «1» button, then «1», «2», «3», «4», «5» buttons, respectively for extension of the temporary stay, temporary residence permit, permanent residence permit and employment of foreigners and stateless persons in the Republic of Azerbaijan. Overall, it should be «919-1-1», «919-1-2», «919-1-3», «919-1-4» for Azerbaijani, «919-2-1», «919-2-2», «919-2-3», «919-2-4», «919-2-5» for Russian, «919-3-1», «919-3-2», «919-3-3», «919-3-4», «919-3-5» for English.

If you want to get information about the working hours of the State Migration Service, you should select «2» button after the language selection. Overall, it should be «919-1-2» for Azerbaijani, «919-2-2» for Russian, «919-3-2» for English.

The 919 Call Center is open for 24 hours and 7 days a week.

• During the function in live regime:

• Answering the questions related to the migration legislation;
• Answering the questions related to the application of electronic services;
• Assisting in elimination of the challenges arising during the application of electronic services;
• Receiving the applications regarding illegal migration;
• Receiving the applications on cases of violation of the requirements of the migration legislation;
• Providing information about the current state of play of suggestions, applications and complaints, including electronic applications addressed to the migration authorities;
• Rendering relevant service by calling back missed calls.
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• During the function in automatic regime:
• Providing information regarding the registration upon place of stay;
• Providing information regarding the extension of temporary staying period;
• Providing information regarding the requirements of legislation on obtaining permits for temporary and permanent residence;
• Providing information on carrying out labor activity in the Republic of Azerbaijan of foreigners and stateless persons;
• Providing information regarding the working regime of the State Migration Service.

 “The rules on organization of the activity of call centers at the state authorities” approved by the decision of the Cabinet of Ministers of the Republic of Azerbaijan dated February 25, 2015 №50.