1800 QSTUDY Frequently Asked Questions (FAQs) for students

1. What is 1800 QSTUDY?

1800 QSTUDY (+61 1800 778 839) is a support service for international students studying at International Student Programs (ISP) schools in Queensland.

The service ensures that you and the people authorised to represent you have consistent access to support and assistance 24 hours a day, seven days a week. This includes an emergency after-hours service and a process for managing incidents.

2. Who will use the 1800 QSTUDY service?

The 1800 QSTUDY service will be available to all international students at ISP schools from Term 1, 2019.

Different arrangements are in place for Study Tour students. Your chaperone will explain the support process that is in place for you. For further information please contact the Study Tours team on 3513 5708 or EQIstudytours@qed.qld.gov.au 


3.  When should I use the 1800 QSTUDY service?

During school hours, you will continue to contact your school directly for assistance and support. If you need assistance or have an issue to report when your school is closed, you should contact 1800 QSTUDY, normally at 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. 


4. Who can call 1800 QSTUDY?

Students on an International Student Program can use 1800 QSTUDY outside of school hours. Members of your family, your legal guardian, agent or other persons may also call the service regarding issues that concern you if they are listed as one of your authorised contacts.


5. How can I check who my emergency contacts are?

When you enrol with EQI you are asked to nominate people who are authorised to represent you, speak about matters that concern you and can be notified in the event of an incident 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 notify the school to authorise this.


6.  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, you 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 your 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.


7. In what situations should I use the 1800 QSTUDY service?

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

  1. I am lost at the airport, in the city or my current location

  2. I cannot make contact with my homestay family, parent or guardian

  3. I think I may be at risk of harm and need immediate assistance

  4. I have had an accident and am receiving medical treatment.    

 

8.  Can 1800 QSTUDY help me with a homestay issue?

Yes, 1800 QSTUDY can help assist with homestay issues and can also provide 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. 

 

9. What happens if I cannot speak 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 my school directly?

Yes, you should still contact your school during school hours which are normally from 9.00am to 3.00pm 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.

 

11. Can I call the 1800 QSTUDY number (1800 778 839) from overseas or from a mobile phone with call roaming?

Yes, 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 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 to ensure you receive the most appropriate support: 

  • Help with non-critical incidents, such as general questions about study or living in Queensland, will be provided by a customer support officer.

  • Non-critical enquiries about your program will be referred to your school who will answer these for you during school hours.

  • Any incident that affects your wellbeing will be managed immediately by 1800 QSTUDY. For example, if you are missing or lost, suffering travel delays or have an important homestay or personal issue to report.

  • Incidents may be referred to a Department of Education support officer to provide you with face-to-face assistance at your location or that of the incident. These officers are based within a short distance of your EQI school. 

  • If you call to report an emergency you 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 '000' is the emergency phone number in Australia for police, fire fighters or ambulance. You should only call 000 in an emergency. When it is safe to do so, you should also report the incident to your school or 1800 QSTUDY.


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 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.

14. Can I access counselling services through 1800 QSTUDY?

When you call 1800 QSTUDY, you will be asked the reason for your call before being transferred to a support officer who will assess how we can best support you. If you are thought 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, your questions will be referred to your school or the most appropriate help available.    

15. How will my parents or legal guardian know about incidents that affect me?

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


16. What measures are in place to protect my privacy?

We understand and appreciate the importance of information security and protecting your privacy. We collect personal information about you when you apply to enrol and throughout your enrolment, to enable us to deliver services to you. 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 you give us in connection with your agreement so that we can administer our services and your enrolment, discharge our duty of care and comply with Australian laws.
We may record, use and disclose personal information for the purpose of registering you with the Queensland Curriculum and Assessment Authority to open a student account.
If you are living with a homestay provider, we will record, use and disclose your personal information for the purpose of approving and monitoring your accommodation, support and general welfare for the duration of 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 Q Parents.
We may disclose your personal information to Commonwealth Government agencies including agencies responsible for administering migration or education services, 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.

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 is my school doing to prepare for the 1800 QSTUDY service?

Your school will explain the changes to you and answer any questions you have about 1800 QSTUDY. You will be given an after-hours emergency card with the 1800 QSTUDY contact details that you should keep with you.
If you are living with a homestay family they have also been told about the 1800 QSTUDY service and asked to display the new contact details in their home.


19. Can my agent explain these changes to me?

Yes, EQI's accredited agents have been informed about these changes and should be able to answer any questions you have about the 1800 QSTUDY service.


20. How can I find out more about 1800 QSTUDY?

You can find out more about the 1800 QSTUDY service by phone or email:
Email: EQInternational@qed.qld.gov.au
Phone: 1800 316 540


Student FAQs in other languages:

1800 QSTUDY - Student FAQs Chinese (Simplified) (PDF, 339KB)

1800 QSTUDY - Student FAQs Japanese (PDF, 245KB)

1800 QSTUDY - Student FAQs Korean (PDF, 133KB)

1800 QSTUDY - Student FAQs Vietnamese (PDF, 175KB)

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Last reviewed 06 December 2018
Last updated 15 October 2019