1. What is 1800 QSTUDY?
1800 QSTUDY is a support service for international students studying at International Student Programs (ISP) schools in Queensland. The service ensures students, families, legal guardians, agents, chaperones and homestay hosts have consistent 24/7 support, including emergency after-hours service and a process for managing incidents.
During school hours, international students will continue to contact their school directly for assistance and support.
The after-hours 1800 QSTUDY (1800 778 839) support service will be available before 9.00am and after 3.00pm on school days, and 24 hours during weekends, public holidays and school vacations to:
- Support and respond to enquiries from international students, their authorised contacts and homestay providers
- Respond to incidents involving international students outside school hours.
Now that the 1800 QSTUDY service is available, international students and other parties will not be able to contact school staff outside school hours.
2. Which schools will use the 1800 QSTUDY service?
The 1800 QSTUDY service that commenced at the beginning of Term 3 has been extended to all ISP schools in Queensland:
- all Brisbane ISP schools on Monday 8 October 2018
- all Sunshine Coast and Gold Coast ISP schools on Monday 12 November 2018
- all Cairns, Townsville and regional ISP schools on Tuesday 29 January 2019.
Schools will continue to provide after-hours support until the service commences.
Please note, the 1800 QSTUDY service will not be available to Study Tour students. The arrangements for Study Tours are currently under review and will be confirmed to agents, host schools and other stakeholders prior to Term 1, 2019. For further information please contact the Study Tours team on 3513 5708 or EQIstudytours@qed.qld.gov.au
3. Why is this change taking place?
Safety is our first priority and we work continually with our industry partners to deliver safe, high quality and enjoyable study experiences for our students.
This change to Department of Education International (DEi), trading as Education Queensland International (EQI), policy and procedure regarding international student wellbeing and incident management demonstrates this commitment.
The student wellbeing policy was developed to meet the National Code of Practice for Providers of Education and Training to Overseas Student 2018 (National Code), Standard 5, 'Younger overseas students' and Standard 6, 'Overseas student support services'.
4. Who is affected by this change?
This change will affect ongoing international students, new arrivals, exchange students, school staff and homestay hosts in participating schools.
For details regarding arrangements for EQI Study Tour students, please contact the EQI Study Tours team.
5. Who can call 1800 QSTUDY?
- 1800 QSTUDY will be used by students, families, legal guardians, agents, chaperones and homestay hosts. To protect students' privacy, only those listed as authorised contacts can discuss a student issue with the school, EQI or the 1800 QSTUDY service.
- Agents may only use the service if they are on a student's contact list.
Students on EQI Study Tours (where the school is arranging homestay) will not be given the 1800 QSTUDY details and will not be able to access the service at the present time. Please contact the EQI Study Tours team for information about the support arrangements for Study Tour groups.
6. How can I check if I am listed as an emergency contact?
Contact the student's school to check if you are listed as an emergency contact who can discuss matters concerning them. The details of authorised contacts are collected at the time of enrolment and recorded on One School, the school's student database.
If you are an agent and wish to be listed as an emergency contact, you must get authorisation from the student's parents or legal guardian who will be asked to notify the school accordingly.
7. Who should I call first in an emergency - a school staff member or 1800 QSTUDY?
Emergencies include, but are not limited to, situations that pose an immediate risk to health and life, severe conditions, accidents and major injuries. In emergencies, callers should always dial 'Triple Zero' or 000 for immediate assistance. Triple Zero is the emergency phone number in Australia for police, fire fighters or ambulance. This number should only be used in an emergency.
When it is safe to do so you should also call the school during school hours or 1800 QSTUDY to notify us. When calling, please tell the customer service officer that your call is about a critical incident and you need assistance immediately.
8. Can 1800 QSTUDY manage homestay issues?
Yes, 1800 QSTUDY provides support to students and EQI homestay hosts. If a student's welfare or safety is considered to be at risk, a support officer will provide face-to-face support and an emergency homestay placement can be arranged.
9. What happens if the caller speaks little or no English?
The 1800 QSTUDY offers accredited interpreter services for most languages free of charge. Examples include Chinese, Japanese, German, Italian and Korean.
10. Can I still contact schools directly?
Yes, you can still contact schools directly during school hours (normally from 9.00am to 3.00pm from Monday to Friday). Please check with the school regarding their normal operating hours.
During the times below all calls must go through the 1800 QSTUDY service:
- Monday to Friday – before 9am and after 3pm
- Weekends (Saturday and Sunday) – 24 hours
- School vacations and public holidays – 24 hours.
Schools will have an after-hours message on their landline or mobile number to remind callers to contact 1800 QSTUDY about matters concerning international students.
11. Can I call the 1800 QSTUDY number (1800 778 839) from overseas or from a mobile phone with call roaming?
The 1800 QSTUDY number can be called from any country. To call the service from overseas you must dial + 61 1800 778 839. Calls are free when calling from an Australian landline or if using a local mobile phone operator. Charges may apply if you are calling from overseas or using a roaming service in Australia.
12. What happens when I dial 1800 QSTUDY? Who will I speak to?
When you call 1800 QSTUDY a customer support officer will assist you with your call and assess the most appropriate response:
- Support for non-critical incidents, such as general questions about study or living in Queensland, will be provided by the customer support officer.
- Non-critical enquiries about program or study issues will be referred to the school for a response during school hours.
- Any incident with an impact on a student's wellbeing will be managed immediately. Examples include students who are missing, lost or out past their curfew; issues with missed travel arrangements; homestay issues; and potentially serious personal issues.
- Incidents may be referred to a Department of Education support officer to provide face-to-face assistance at the student's location, or that of the incident.
- Callers reporting an emergency will be asked to hang up and call 'Triple Zero' or 000 immediately. Emergencies include, but are not limited to, situations that pose an immediate risk to health and life, severe conditions, accidents and major injuries.
13. What information will I be asked for when I call 1800 QSTUDY?
When you call the service, you will be asked for your name and the reason for your call. In the case of emergencies and critical incidents, this should be stated immediately to enable the customer support officer to prioritise your call.
14. Can students access counselling services through 1800 QSTUDY?
When a student calls 1800 QSTUDY, they will be asked the reason for their call and transferred to a support officer who will immediately assess whether the student is at risk. If a student is deemed to be at risk, the officer will initiate a critical response. For non-critical situations, such as a question about a school, travel or things to do in the area, the student will be referred to appropriate support or information services.
15. As an agent, how am I informed about incidents relating to my clients/students?
If you are listed as a student's authorised contact you will be notified by phone or email about reported incidents that concern them.
16. What measures are in place to protect callers' privacy?
We understand and appreciate the importance of information security and protecting individual privacy. We collect personal information about students when they apply to enrol and throughout their enrolment, including information we obtain in the performance of our agreement with them. We need some of this information to comply with our obligations under Australian laws, such as the Education Services for Overseas Students Act 2000 and National Code of Practice for Providers of Education and Training to Overseas Students 2018.
We may record, use and disclose the personal information provided to us in connection with this agreement and our international student programs so that we can administer our agreement and the student's enrolment, provide the course to them, discharge our duty of care and comply with Australian laws.
We may record, use and disclose personal information for the purposes of registering students with the Queensland Curriculum and Assessment Authority and opening a student account.
If students are living with a homestay provider, we will record, use and disclose their personal information for the purpose of approving and monitoring their accommodation, support and general welfare for the duration of the homestay arrangement. There will be an ongoing exchange of the student's personal information between the homestay provider and us, including through secure online services such as Q Parents.
If students have nominated an education agent on their application for enrolment, we may disclose their personal information to their agent, throughout enrolment, unless they notify us in writing not to do so.
We may disclose a student's personal information to Commonwealth Government agencies including agencies responsible for administering migration or education services, OSHC providers (if we are arranging OSHC for them), Queensland State schools and homestay providers. We may also disclose a student's personal information where authorised or required by law.
17. Will calls to 1800 QSTUDY be recorded?
Calls are recorded for quality assurance. You can ask for this feature to be disabled at any point during your call.
18. What do I need to tell my students / clients about 1800 QSTUDY?
It is essential that you inform new international students about the 1800 QSTUDY service.
Schools are preparing existing students for this change and informing newly commencing students as part of their orientation program. All international students using the service will be given an after-hours emergency card with the 1800 QSTUDY contact details. Homestay hosts have also been informed about the change and have been asked to display the new details in their homes.
You will find Frequently Asked Questions (FAQs) for students
on the EQI website to assist you in preparing your clients for the service.
19. How will other stakeholders be informed?
DEi is communicating with all the stakeholders affected by these changes, including schools, agents, overseas exchange schools, partner organisations and staff. The EQI Recruitment team will contact accredited agents to ensure they are aware of this change and to answer any questions they have.
20. What action do I need to take as an agent to support implementation of the 1800 QSTUDY service?
It is important that all our stakeholders are aware of this next stage of implementation so you can support us by:
- Reading the information we've provided about the 1800 QSTUDY service
- Briefing new students (and their families) about the service.
Please contact EQI if your need any further information or advice in relation to this service.
21. How can I find out more about 1800 QSTUDY?
You can find out more about 1800 QSTUDY by phone or email, or by visiting the EQI website:
Phone: 1800 316 540