Student Support Services

Student Support Services

This policy/procedure is in accordance with ‘Standard 6 – Student Support Services’ as stated in the ‘National Code of Practice for Providers of Education & Training to Overseas Students 2018.’ Standard 6 highlights the significance of offering extensive support to all students enrolled in educational institutions in Australia. This support includes both academic and personal aid. To ensure that students are adequately informed about the support services provided, Sapience College has implemented the following measures. As part of these measures, an orientation program tailored specifically for incoming students will be arranged.

At Sapience College, it is recognized that all staff members share the responsibility of supporting students. To facilitate this support, the college has assigned a ‘Student Support Officer’ who is available to students by appointment during regular business hours.

Students have the option to directly contact the Student Support Officer or get in touch through the student administrations department, and an appointment will be scheduled as soon as possible. Currently, the responsibilities of the Student Support Officer include ensuring the availability of updated information regarding the provided services and maintaining current contact details. This information is shared with students during their orientation program, which is described in detail below.

Sapience College provides a multi-types of support services that are accessible to all enrolled students. Students are given contact information to address any concerns or issues that may require further assistance. The college handles referrals without any cost to the students. However, it should be noted that if a student decides to utilize external services that are not covered by Achiever College, there may be fees and charges involved. It is advised that students clarify any potential costs associated with using such services before seeking assistance outside the college.


At our institution, we have specialized teachers who focus on providing learning support to students who may be encountering difficulties with their studies. These dedicated learning support teachers are well-prepared to offer guidance and assistance, both within the classroom environment and through small group sessions. They can provide valuable support in various areas, including time management, presentation skills, and overall enhancement of study techniques.

The orientation program delivers culturally sensitive information on the following:

1:-Available support services tailored to assist international students in adapting to studying and living in Australia.

2:-Contact details, names, and locations of emergency, legal, personal/social, medical support, and accommodation services.

3:-The facilities and resources provided by the registered provider.

4:-Procedures for lodging complaints and appeals.

5:-Requirements for academic progress in the course.

6:-Support services accessible to students who are facing general or personal challenges that are adversely affecting their education in Australia.

7:-Services that provide guidance on employment rights and conditions, as well as assistance in resolving workplace issues, such as through the Fair Work Ombudsman.

Students who encounter challenges in their academic performance or face other issues that may impede their ability to meet course requirements can seek assistance and support. They have the opportunity to receive guidance and advice to help them maintain satisfactory academic levels and achieve successful outcomes in their studies. The progress of students is carefully monitored, and appropriate guidance and support are provided when unsatisfactory results are identified.

To address any academic or related concerns at BIC, students can reach out to the student support officer. The student support officer is readily available to engage in discussions with students at any time. They offer valuable advice, guidance, and, if necessary, make suitable referrals to ensure students receive the necessary support.

Students may face diverse challenges that can affect their social or personal lives. To address these issues, students have the option to consult the support officer during the regular institute hours. The support officer is accessible to offer advice and guidance on matters related to personal concerns, accommodation issues, or challenges involving family and friends. If the support officer determines that further support is required, they will facilitate a referral to an appropriate support service to ensure the student receives the necessary assistance.

The student support officer maintains an updated list of medical professionals accessible from the BIC location. Students with medical concerns are encouraged to inform the student support officer, who will assist them in finding a suitable medical professional.

In case of an emergency requiring ambulance, police, or fire attendance, the emergency phone number in Australia is ‘000’. It is important to only dial this number in genuine emergencies.

Here are some local medical services:

  • Hospital:

    • Greenslopes Private Hospital
    • Phone: (07) 3394 7111
  • Doctor:

    • Stones Corner Medical Center

    • Address: 383 Logan Rd, Greenslopes QLD 4120
    • Phone: (07) 3394 362

These are local medical services that students can consider for their healthcare needs.

The role of the Overseas Students Ombudsman is to investigate and address complaints related to issues faced by international students in private education and training in Australia.

Additionally, the Ombudsman:

  • Offers guidance and information on effective internal complaints handling practices for private education providers.
  • Publishes reports highlighting problems and broader issues within the international education sector that are identified through investigations.

For further information, you can visit the website of the Overseas Student Ombudsman at You can also reach out to them via email at or contact them directly at 1300 362 072.

While Australia is generally considered a safe country, it is still important to exercise caution and avoid potentially dangerous situations. Maintaining personal safety and security requires common sense and awareness of your surroundings. Trusting your instincts and taking necessary precautions is essential. Here are some practical tips for ensuring personal safety when you are outside:

  • Opt for well-lit areas when walking.
  • Stick to well-traveled paths and walk in the middle.
  • Whenever possible, walk with a group of people or coordinate with fellow students heading in the same direction.
  • Exercise caution when using elevators, isolated stairways, or secluded restrooms.
  • Plan the safest route to your destination and follow it, sticking to main roads and avoiding hitchhiking.
  • Stay alert and use your peripheral vision. Avoid wearing headphones that may decrease your awareness.
  • If approached by someone, maintain a comfortable distance while answering questions or giving directions. Never turn your back on someone who has approached you.
  • When going out late, try to arrange a ride home with a friend or take a taxi. Ensure you are dropped off as close to your door as possible.
  • Avoid using ATMs in dark or isolated places.
  • If you suspect you are being followed:
    • Stay vigilant and frequently check behind you to let the person know you are aware.
    • Cross the street or change direction.
    • Head towards well-lit areas and seek shelter in a residence or building with people and working phones.
    • Avoid wearing personal audio players or playing loud music that hinders your awareness.
    • If you are on campus, seek assistance from any staff member.

Remember, staying alert, exercising caution, and taking proactive measures for personal safety contribute to creating a secure environment.

Police, Ambulance and Fire Brigade – 000

In an emergency you can contact the Police, Fire Brigade and Ambulance by dialling 000. The operator will ask for your name and address and other details of the emergency situation. This call is free of charge but should be used only in an emergency.


If you feel unsafe or threatened at any time, have anything stolen, or are assaulted, you can contact the Police for help and to report the incident.


If you require non-urgent advice or information or need to report a non-urgent matter, like lost property, you should attend or call the local Police Station. Contact details for your local Police Station can be found at the

OSHC World care 24-hour Emergency Helpline – 1800 814 781

OSHC World care has a 24-hour Emergency Helpline that provides medical, legal and interpreting services to students in need.

Victims of Crime Helpline – 1800 819 817

Whatever the incident, being a victim of crime can be a frightening experience with many short- and long-term consequences. If you are a victim of a crime and would like to speak to someone, please call 1800 819 817 (free call).

International Student Hotline

1300 363 079 – Monday to Friday 8.00am to 6.00pm

The Australian Government is committed to providing the highest quality education system and making sure that international students receive the support they need while they are studying. If you are having problems with your study, safety, accommodation or at work, you can call the International Student Hotline, which is operated by the Department of Education, Employment and Workplace Relations (DEEWR):

  • For advice on who you should contact, or
  • To report your concerns.

There is no need to give your name.