Student support hotline

During school hours, you will continue to contact your school directly for assistance and support. If you need help or have an issue to report when your school is closed, you should contact 1800 QSTUDY, during the following times:

• Monday to Friday—before 9am and after 3pm
  
• Weekends (Saturday and Sunday)—24 hours
• School vacations and public holidays—24 hours

Your school will have a recorded message on their landline or mobile number during school closures to remind you to contact the 1800 QSTUDY service if you need to discuss an issue.

When you enrol, you are asked to name people who can represent you, speak about things that concern you, and be notified if an incident happens that affects you.

If you are not sure who your emergency contacts are, you can ask your school to check. If you would like to change an emergency contact then your parents or legal guardian must tell the school.

Emergencies include situations that pose an immediate risk to health and life, severe conditions, accidents and major injuries. In emergencies, you should always dial 'triple zero' or '000' for immediate assistance (how to call triple zero). 

Triple zero is the emergency phone number in Australia for police, fire fighters or ambulance. This number should only be used in an emergency. Translation services are available when you dial triple zero.

When it is safe to do so, you should also call your school during school hours, which are normally from 9am to 3pm on Monday to Friday, or 1800 QSTUDY outside of these hours to notify us. When calling, please explain that your call is about a critical incident, and you need assistance immediately.

The following are examples of when you might need to use the service outside of school hours:

• I am lost at the airport, in the city or my current location.
• I cannot contact my homestay family, parent or guardian.
• I think I may be at risk of harm and need immediate assistance.
• I have had an accident and am receiving medical treatment.

Yes. 1800 QSTUDY can help with homestay issues and can also give support to your homestay host.

If your welfare or safety is at risk, a support officer will come to you and an emergency homestay placement can be arranged.

1800 QSTUDY offers accredited interpreter services for most languages free of charge. Examples include Chinese, Japanese, German, Italian and Korean.

Yes. You should still contact your school during school hours, which are normally from 9am to 3pm on Monday to Friday.

Please keep a record of your school's contact numbers and normal opening hours.

At all other times please contact 1800 QSTUDY.

Yes. 1800 QSTUDY can be called from any country.

To call the service from overseas you must dial +61 1800 778 839.

Calls are free 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.

When you call 1800 QSTUDY a customer support officer will help you and will make sure you get the right support, for example:

When you call, you will be asked for your name and the reason for your call. If it is an emergency or critical incident, you should immediately tell the customer support officer so they can help you. You will then be asked if you or anyone else is at risk. A risk is something that could harm you or have an impact on your health or physical, emotional or social wellbeing immediately or in the future.

When you call, you will be asked the reason for your call before being transferred to a customer support officer who will assess how we can best help you. If you are at risk of harm, 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, your questions will be referred to your school or the most appropriate help available.

The people who are listed as your authorised contacts will be notified by phone or email if you are involved in a reported incident.

We know the importance of information security and protecting your privacy. We collect personal information about you when you apply to enrol and throughout your enrolment so we can deliver services to you. We need some of this information to comply with 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 you give us so that we can manage our services and your enrolment, discharge our duty of care and comply with Australian laws.

If you are living with a homestay provider, we will record, use and disclose your personal information to approve and monitor your accommodation, and for support and general welfare during the homestay. There will be an ongoing exchange of your personal information between the homestay provider and us, including through secure online services such as QParents.

We may disclose your personal information to Australian Government agencies including those that administer migration or education services, Overseas Student Health Cover (OSHC) providers (if we are arranging OSHC for you), Queensland state schools and homestay providers. We may also disclose your personal information where authorised or required by law.

Calls are recorded for quality assurance. You can ask for this feature to be turned off at any time during your call.