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Offshore school chaperone FAQs—1800 QSTUDY

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Who should I call first in an emergency situation?

Emergency situations include, but are not limited to, situations that pose an immediate risk to health and life, severe conditions, accidents and major injuries. In emergency situations, 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 is only called in an emergency.

When it is safe to do so you should also notify us by calling the relevant project officer during school hours or 1800 QSTUDY (+61 1800 778 839) after hours. When calling, please tell the customer service officer which program the student that your call is about (the Cultural Immersion Program or Offshore School QCS Test).

Can 1800 QSTUDY manage homestay issues?

No. Not for students in the Cultural Immersion Program or students taking the QCS test. If your student is staying with a homestay family and there is an incident, please contact the officer who organised the homestay placement.

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.

Can I still contact schools directly?

Yes, you can still contact schools directly during school hours which are normally from 9.00am to 3.00pm from Monday to Friday. Please check with the school regarding their normal operating hours.

Outside these hours all emergency calls must go through the 1800 QSTUDY service:

  • Monday to Friday – before 9am and after 3pm
  • Weekends (Saturday and Sunday) – 24 hours
  • Public holidays – 24 hours.

Schools participating in the trial will use an after-hours message on their landline or mobile number to remind callers to report incidents and emergencies to the 1800 QSTUDY service. 

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 provider. Charges may apply if you are calling from overseas or using a roaming service in Australia.

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 a customer support officer.

  • Non-critical enquiries will be referred to the appropriate team for a response during office hours.

  • Any incident that impacts on a student's wellbeing will be managed immediately by 1800 QSTUDY. Examples include critical incidents and personal issues.

  • Incidents may be referred to a Department of Education cluster support officer to provide face-to-face assistance at the student's location, or that of the incident. These officers are based within a short distance of EQI schools. 

  • 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.

  • Triple Zero is the emergency phone number in Australia for police, fire fighters or ambulance. This number is only called in an emergency. When it is safe to do so, the incident must be reported to 1800 QSTUDY and a customer service officer will initiate a critical incident response.

What information will I be asked for when I call 1800 QSTUDY?

When you call the service you will be asked for your name, the student's name, the name of the program that the student is a part of (Cultural Immersion Program or Offshore Student QCS Test), the host school 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.

As a chaperone, how am I informed about incidents relating to my clients/students?

As per your usual procedure, a student should always contact their chaperone if they require assistance.

If the student is unable to contact you, their chaperone, in the case of a critical incident they may contact 1800 QSTUDY. You are listed as the group's emergency contact, therefore you will be notified via phone or email by EQI and/or the host school about reported incidents that concern them as soon as possible.

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 as part of the study tour program arrangements.

We may record, use and disclose the personal information provided to us in connection with this agreement and our group study tour programs so that we can administer our program and comply with Australian laws.

We may disclose a student's personal information to Commonwealth Government agencies), Queensland State schools and homestay providers. We may also disclose a student's personal information where authorised or required by law.

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.

What do I need to tell my students / clients about 1800 QSTUDY?

It is essential that your normal procedure is followed when a student requires assistance. The chaperone is always the first person for the student to call if they require assistance. You will be using the 1800QSTUDY number on behalf of your students/clients in case of an emergency.

All chaperones will be given an after-hours emergency card with the 1800 QSTUDY contact details.

How can I find out more about 1800 QSTUDY?

You can find out more about the 1800 QSTUDY service by phone or email, or by visiting our website:

Email: 1800Qstudy@qed.qld.gov.au
Phone: 1800 316 540
Website: eqi.com.au/for-students/1800qstudy

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Last updated 29 April 2021