Frequently asked questions

No. e-DocsHub is a private agency operated by Norgenic SL, based in Spain. We help you prepare your application, but citizenship is decided and granted only by the Australian Government. You can apply directly on the Home Affairs website without using our services.

Our service fee ranges from 99 to 199 AUD, depending on the service. The government application fee is charged separately by the Department of Home Affairs — see the official fee schedule. You will always see the total before paying.

It depends on your pathway. Most applicants need a valid passport, a birth certificate, evidence of any change of name, passport-style photos and, where relevant, police certificates and accredited translations. After your eligibility check we send you a personalised checklist.

Processing times are set by the Department of Home Affairs, not by us. For citizenship by conferral it usually takes many months from lodgement to decision, plus additional time until the ceremony. You can check the current figures on the official processing times page. We cannot speed up a decision.

Most applicants for citizenship by conferral aged 18 to 59 must sit the citizenship test. Some people are exempt or attend an interview instead. Applicants by descent do not sit a test. We tell you which applies to you and help you prepare.

If you apply by conferral, you become a citizen when you make the pledge at a citizenship ceremony, where you normally receive your certificate. If you apply by descent, the Department sends evidence of citizenship once approved. We never issue certificates ourselves.

Your documents are used only to prepare your citizenship application. They are transferred over an encrypted connection, access is restricted to the staff working on your case, and they are kept only as long as needed or required by law, then securely deleted. See our Privacy Policy.

Yes. We only use your personal data to provide the service you requested. We do not sell your data or use it for unrelated purposes. Details are in our Privacy Policy.

It depends on how far your case has progressed. If we have not started working on it, you receive a full refund. Government fees are paid to the Australian Government and are not refunded by us. Full details are in our Refunds Policy.

Email Email (enable JavaScript) with your reference number. If your application has not yet been lodged with Home Affairs, we stop work and process any refund that applies. If it has already been lodged, withdrawing it must be requested from the Department.

Yes. Email Email (enable JavaScript) with your reference number and we will send it to you.