What is 1800 QSTUDY?
1800 QSTUDY (1800 778 839) is a support service for international students studying in Queensland. The service provides students, agents, chaperones, parents and homestay families with 24/7 support, including an emergency after-hours service and a process for managing incidents.
The after-hours 1800 QSTUDY support service will be available before 9am and after 3pm on school days, and 24 hours during weekends, public holidays and school vacations.
How does 1800 QSTUDY apply to study tours?
1800 QSTUDY is an after-hours support service and will only apply to those tours that have program activities that occur outside of school hours AND are arranged by the school. This may include airport transfers, excursions and/or homestay arranged by the host school.
Who can call 1800 QSTUDY?
Tour chaperones and homestay families can call 1800 QSTUDY (+61 1800 778 839) if the student's welfare is considered at risk outside of school hours.
This number also provides support to chaperones and homestay families should they require assistance after-hours.
Study tour students will not call 1800 QSTUDY directly and are not given this number. Students should continue to seek assistance from homestay families and chaperones after-hours, or the school coordinator during school hours.
When should calls be made to 1800 QSTUDY?
1800 QSTUDY is the first point of contact if the student's welfare or safety is considered to be at risk and the incident has occurred outside of school hours in a school arranged activity. Chaperones and homestay families may also call 1800 QSTUDY if they have concerns for their own welfare and wish to seek assistance.
1800 QSTUDY is an after-hours service and is available before 9am and after 3pm on school days, and 24 hours during weekends, public holidays and school vacations.
Does 1800 QSTUDY replace the Triple Zero (000) service?
No, 1800 QSTUDY service does not replace Triple Zero (000) emergency services number.
If the matter is life-threatening and emergency services are required, call Triple Zero (000) for Police, Fire or Ambulance.
Emergencies include, but are not limited to, situations that pose an immediate risk to life or property, accidents, major injuries and severe medical conditions. In emergencies, callers should always dial 'Triple Zero' (000) for immediate assistance.
When it is safe to do so, you should also call 1800 QSTUDY to report the incident.
Who can I contact regarding operational issues during a study tour?
1800 QSTUDY should not be contacted to resolve operational issues relating to study tours.
The school coordinator (Study Tours Accredited Officer) can assist with program delivery and operational issues during school hours.
To avoid operational queries arising outside of school hours, school coordinators should ensure that chaperones and homestay families are fully informed of logistical and itinerary related matters in advance.
EQI encourage chaperones to address and resolve operational issues during school hours. School coordinators should reinforce this with the chaperone at the start of the study tour.
How will I be notified of an incident involving a study tour student?
1800 QSTUDY includes incident reporting mechanisms. To ensure you are notified of an incident involving a study tour student after-hours, EQI require the following information:
- School Coordinator/Accredited Officer name and email
- Principal name, email and mobile number
This information is required by EQI prior to the group's arrival.
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; 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 life or property, accidents, major injuries and severe medical conditions.
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 critical incidents, this should be stated immediately to enable the customer support officer to prioritise your call.
For study tours, you will also be required to clearly state the host school and tour group name.
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.
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 does my school need to do?
It is essential that school staff affected by this change are aware of the service and how it works.
School coordinators must familiarise themselves with 1800 QSTUDY service and how this applies to Study Tours, and communicate the necessary information to:
- Study Tour coordination team (Accredited Officers and their support team)
- Homestay families as part of the orientation/briefing session
- Tour chaperones on arrival
Information tools and training packages will be made available to school coordinators to assist with informing relevant stakeholders.
What do I need to tell homestay families about 1800 QSTUDY?
It is essential that you inform your homestay families about the 1800 QSTUDY service, prior to the group's arrival. 1800 QSTUDY after-hours emergency cards will be distributed to your school and we ask that you provide these cards to homestay families on orientation.
Emergency cards have been designed specifically for distribution to Study Tour chaperones and homestay families. Please note these cards differ from those provided for ISP students. Please ensure the Study Tour specific card is provided to chaperones in all cases.
Agents will also brief tour chaperones regarding 1800 QSTUDY prior to the study tour.
Is training and transition support available to study tour schools?
EQI is preparing training packages to be delivered to all Study Tour accredited schools. Schools will be provided with these training packages at upcoming Best Practice Forums and Accredited Officer training sessions. Dates to be advised.
Training packages will include resources to assist school coordinators to inform homestay families.
How will other stakeholders be informed?
EQI is communicating with all stakeholders affected by these changes, including schools, agents, and staff.
What action do I need to take as a study tour accredited school 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 homestay families about the service
- reiterating the arrangements with the tour chaperones on arrival
- providing emergency contact details for your school, as requested.
How can I find out more about 1800 QSTUDY for study tours?
You can find out more about 1800 QSTUDY for study tours by phone or email:
Phone: 07 3513 5708