Critical incident procedure

​​​"Critical incident" for the purposes of this procedure, means any serious injury or illness suffered by an overseas student enrolled in an Education Queensland International (EQI) program ("student") and any serious threat to a student's health, safety or wellbeing, for example:

At school or on a school activity

For incidents which happen at school or on a school activity (e.g. an excursion) school staff will follow the school’s Emergency Response Plan and relevant DoE procedures.

Emergency and Security Management Unit will inform the Director, International Student Programs of any disaster or emergency which affects an EQI state school.

EQI will be informed by State Schools – Operations where a “school incident alert notification” indicates that an international student is involved in a critical incident at school.

For a student protection issue which arises at school, the principal will use discretion in notifying the Director, International Student Programs, where appropriate, following the Student Protection procedure and the Student Protection Guidelines. Where the student protection issue involves the EQI homestay program, the principal must ensure the Director, International Student Programs, is notified as soon as possible.

For other critical incidents, the school principal (or delegate) will inform the Region, following established DoE protocols, and the Region will be responsible for informing Director, International Student Programs, EQI on 1800 316 540.

Director, International Student Programs, EQI

Upon notification of a critical incident affecting an EQI state school or affecting a student, the Director, International Student Programs will be responsible for managing EQI’s response to the critical incident, in coordination with the other relevant areas of DoE.

Outside school – students in homestay

For incidents which do not occur at school or during school activities the international student coordinator at the student’s school is the first point of contact. Students and homestay providers are all given an emergency telephone number which is available 24 hours a day 7 days a week.

School staff, homestay providers, students​

Call triple zero (000) to contact Police, Fire or Ambulance in life threatening or emergency situations.

Students and homestay providers inform the international student coordinator.

The international student coordinator will inform the school principal and follow instructions from the principal about the immediate actions to be taken in response to the critical incident.

School principal (or delegate)

The school principal (or delegat​e) will:

  • provide instructions to the international student coordinator;
  • notify the student’s parent or emergency contact (note TIS National provides access to immediate phone interpreters 24 hours, 7 days a week on 131 450);
  • inform the regional office;
  • inform EQI (in business hours telephone: 1800 316 540, outside business hours send an SMS to the Director, International Student Programs with the words “critical incident” and the school name at the beginning of the message); and
  • ensure records are made in OneSchool as soon as practicable.

Director, International Student Programs, EQI

Director, International Student Programs (or delegate) will:

  • confirm receipt of any SMS notification of a critical incident;

  • liaise with the principal (or delegate) to coordinate the response, support the student and provide any assistance required;

  • notify the Executive Director, DE International;

  • liaise with the regional office regarding the response to the incident and to ensure the matter is reported to the appropriate areas within DoE in a timely way (for example, notification to Community Engagement and Partnerships, Deputy Director-General, State Schools);

  • notify the relevant consulate, Commonwealth Government department responsible for immigration, the student’s agent and Overseas Student Health Cover (OSHC) provider, where appropriate;

  • assist the student’s family to make arrangements to travel to Australia (where necessary) and liaise with the family upon arrival into Australia and provide further assistance where necessary; and

  • update EQI’s critical incident register.

Related procedures and further infor​​​mation

Thank you! We appreciate your feedback.

Rate this page

How useful was the information on this page?

Other feedback (optional)
Last reviewed 26 July 2016
Last updated 23 October 2018