Translation. Region: Russian Federal
Source: Moscow Government – Government of Moscow –
An important disclaimer is at the bottom of this article.
The unified contact center of the Moscow State Veterinary Service has received more than 600 thousand calls from city residents since its opening in March 2022. In 2025, it switched to a new single number phone: 7 495 612-12-12 and combined the functions of a contact center and a state veterinary service hotline.
"The contact center for our clients is a single entry point for all questions related to the activities of the Moscow State Veterinary Service. We simplify the search for information for owners and ensure that they receive up-to-date answers. Collecting feedback from clients, analyzing problems and frequently asked questions allows us to identify weak points and constantly improve the quality of service. We understand that each call is not just a request, but a concern for a family member. And we try to do everything possible to improve the life of a pet," said Elena Kepshina, head of the contact center of the Moscow State Veterinary Service.
The hotline operators continue to make appointments at 25 state veterinary clinics in the capital, provide consultations on veterinary services, and explain the procedure for obtaining documents. With the expansion of its functionality, the contact center began to record and promptly respond to requests about cases of death or mass disease of animals and birds, quarantine of animals, as well as emergency situations related to the safety of products of animal origin.
With the introduction of the new phone number, the number of calls has almost doubled. If in 2022, operators received 107,833 calls, then in the first seven months of 2025, 164,209 calls were received. In total, more than 600 thousand citizens have contacted the contact center since its opening.
Operators work around the clock, seven days a week. Currently, the contact center processes more than 800 calls daily, while in 2022, about 300 were received per day, and in 2024 – up to 500. At the same time, 90 percent of calls are received between nine and 9 p.m., 10 percent occur at night.
The number of calls to the contact center varies seasonally. For example, in the spring, the topic of pet vaccinations is relevant, in the summer, people are interested in obtaining veterinary documents for travel. The most popular requests are related to the preparation of documents for the export of animals abroad, vaccinations, and registration for an initial examination.
Citizens can ask the call center operators any questions related to veterinary care for animals. They will explain what additional tests need to be done before an operation or other procedure, provide phone numbers for pharmacies in clinics to check the availability of vaccines, and make an appointment with a specialist and for a medical examination.
By processing routine requests (appointment, questions about prices, general recommendations on preparing for trips), the contact center frees up the time of administrators and veterinarians of clinics for in-person appointments with animals and their owners. Through the contact center, you can also call a general practitioner of the state veterinary service to your home using a single number.
There are 25 state veterinary clinics in the capital. You can get a consultation, make an appointment with a veterinarian or call one to your home 24 hours a day by calling the single contact center of the state veterinary service: 7 495 612-12-12.
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Please note: This information is raw content obtained directly from the source of the information. It is an accurate report of what the source claims and does not necessarily reflect the position of MIL-OSI or its clients.
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