Student Support Services

Support Services Available to Help Overseas Students Adjust to Australian Life

Student Welfare Support

The Student Welfare Officer is your official first point of contact at all IIBT campuses. Students are to see the Student Welfare Officer at reception for any issues or questions they might have.

During trading hours between 9:00am-5:00pm, the Student Welfare Officer can be contacted on 02 8806 0888 (Sydney), 08 6180 2188 (Perth), 0416 868 121 (Brisbane) or via email Should the students require urgent assistance, they can contact our dedicated team members after trading hours:


Perth: Jay 0401 734 686 Sydney: Ivy +61 2 8806 0888 Brisbane: Kayla 0413 831 638


One of IIBT’s ways of supporting its international students includes its partnership with other professional organisations or referring students to the right service providers if our student support services team is unable to provide the suitable services directly.


Services mainly include the following:

  • Employment Advice
  • Integration Advice
  • Inter Institutional Sports
  • Cultural Awareness
  • Accommodation & Homestay
  • Personalised Support
  • Networking Advice and Events
  • Life Skills Workshops
  • Wellness Services
  • Airport Pick up

New Students Induction

IIBT provides regular face to face and online induction sessions to new students at the start of their enrolment. The induction sessions introduce new students to all academic and non-academic aspects of IIBT, in order to help student transition into their new study journey.


COVID-19 Support for Students

Relevant Legal Services

The following services are available for students to access.

Name Website Contact Details
Community Legal Centre Association of WA (08) 9221 9322


Legal Aid WA:



WA Infoline: 1300 650 579

NSW Infoline: 1300 888 529

QLD Infoline: 1300 651 188

Overseas Students Ombudsman National: 1300 362 072
Migration Agents Registration Authority Web contact form:
Fair Work Ombudsman National: 13 13 94
Sexual Assault Resource Centre WA Website

NSW Website

QLD Website

WA: (08) 6458 1828 or 1800 199 888

NSW: (02) 9247 0600

QLD: 1800 010 120

Council of International Students Australia National: Mobile: 0432400788
Northern Suburbs Community Legal Centre Phone: (08) 9301 4413
Financial Counsellors’ Association National: 1800 007 007
Redfern Legal Centre NSW: (02) 9698 7645 / (02) 9698 7277



Emergency and Health Services

Within the vicinity of each IIBT campus, there are conveniently situated non-emergency health service providers who can cater to our overseas students’ needs. Overseas students can access the services using their OSHC membership.

Perth Sydney Brisbane
Park Medical Group
2/779 Albany Highway East Victoria Park WA 6101
(08) 9452 9999
After Hours: 1300 000 362
Doctor Lun Surgery
8 Quay St, Haymarket NSW 2000
(02) 9211 1003
Brisbane City Doctors
Lower Ground Floor/289 Queen St, Brisbane, QLD 4000
(07) 3221 3366
Next Practice Clinic (Victoria Park Branch)
1009/1015 Albany Hwy, East Victoria Park WA 6102
(08) 7905 7200
Sydney Central Medical Centre
306/451 Pitt St, Haymarket NSW 2000
(02) 9212 3953
Brisbane Clinic
79 Wickham Terrace, Spring Hill, QLD 4000
(07) 3270 4555


Emergency and Critical Incidents

For critical incidents leading to an emergency, please call the Australian national line on 000.

Critical incidents may include severe verbal aggression, domestic violence, drug or alcohol abuse, natural disaster and medical emergency.

If someone is seriously injured or in need of urgent medical help, life or property being threatened, or just witnessed a serious accident or crime, then it is a must to call 000. Help can be administered, and the caller will be directed to the relevant Police, Fire or Ambulance services.


Name Website Contact Details
Royal Perth Hospital Outpatient Direct:
1300 855 275
General Enquiries:
9224 2244
Fiona Stanley Hospital Outpatient Direct:
1300 855 275
General Enquiries:
+61 8 6152 2222
St Vincent’s Private Hospital (NSW) General Enquiries:
(02) 83827111
Mater Hospital Brisbane (QLD) General Enquiries:
(07) 3163 8111
(07) 4727 4444


Crisis Counselling Providers List

Name Website Contact Details
Lifeline Australia National:
13 11 14
Mensline Australia National:
1300 78 99 78
Salvation Army General Enquiries:
13 72 58
Kids Helpline General Enquiries:
1800 55 1800
Poisons Information Centre General Enquiries:
13 11 26
Suicide Call Back Service General Enquiries:
1300 659 467


Complaints and Appeals Policy and Procedure

IIBT recognises that differences can arise from time to time. IIBT has a fair and equitable process for dealing with complaints, grievances and appeals at no cost to the student. A fast settlement between the parties of these matters is always a priority.

Note that:

  • If any of the external or internal complaints handling or appeal processes results in a decision that favours the student, IIBT will immediately implement that decision and advise the student of the outcome.
  • If the student decides to access IIBT’s internal complaints and appeals process, IIBT will maintain the student’s enrolment while the complaints and appeals process is ongoing.
  • IIBT will ensure to uphold procedural fairness at every stage of the complaints and appeals process.
  • IIBT will make sure that its complaints and appeals policies are always publicly available.
  • Students who wish to file a complaint or appeal can access and download the forms here:
  1.  Complaints Form:
  2. Appeals Form:

Types of complaints and how to handle them:

Step 1 Step 2 Step 3 Step 4
Whom do I talk to?
Who takes over from there?
Where do I go if I’m still unhappy?
Do I have any other options?
Academic Issue (a question or problem about your class or studies, including further studies at IIBT or another institution) Your Trainer/Lecturer/ Academic Dean/Course Coordinator Principal Student Appeals Committee Overseas Student Ombudsman
Fees / Application for Refund (a question about the payment of course fees or an application for a refund) Admissions Coordinator Principal Student Appeals Committee Overseas Student Ombudsman
Welfare / Personal Issue (a question about your accommodation, health or safety, or concerns about bullying, abuse or other mistreatment) Student Welfare Officer Principal Student Appeals Committee Overseas Student Ombudsman


Steps to Follow:

  • Most complaints/appeals may be handled firstly by the person to whom they are addressed.
  • If the student is not satisfied from the first step, then he/she should obtain a Student Complaints/Appeals Form, available on the student’s RTO Portal or from the Academic Dean and Principal.  The Receptionist/Student Welfare Officer can assist the student in completing the form. Please see the Student Welfare Officer at Reception for any assistance. These forms are also accessible at IIBT’s website.
  • The Principal will ensure that the student’s Complaint and Appeals Form is entered correctly and will try to resolve the issues and provide valid reasons for the decision. This will mainly involve meeting the student at no cost within 20 working days of the complaints and appeals lodgement date.
  • IIBT’s internal appeals processes will then be followed as outlined in the Student Handbook.
  • The result of the meetings will be recorded in writing, and a copy will be issued to the student.
  • If the student is not satisfied with the internal outcome of the complaint or appeal, then he/she can lodge the complaint or appeal the decision to IIBT’s Student Appeals Committee (SAC).

Student still not happy with SAC’s Outcome?

The student can lodge an external complaint or appeal about the decision made if he/she is still dissatisfied with the outcome of the IIBT’s complaints and appeals process.

If the student wishes to lodge an external complaints or appeals, he/she can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider.

Visit the Ombudsman’s website or call 1300 362 072 for further information.

Support Services for General or Personal Circumstances

IIBT understands that students need support with general or personal circumstances that adversely affect their study life in Australia. IIBT provides the following services, and also refer students to professional service providers if our team is unable to assist the situation directly.

  • Personalised support
  • Networking Advice and Events participation
  • Life Skills Workshops
  • Wellness Services
  • Job Placement
  • Airport Pickup
  • Accommodation and Homestay
  • Integration Advice
  • Cultural Awareness
  • Inter-Institutional Sports

General or Personal Counselling Providers List

Name Website Contact Details
Lifeskills Australia 1800 870 080
Beyond Blue General Enquiries:
1300 22 4636
Lifeline Australia National: 13 11 14
Mensline Australia National:
1300 78 99 78
Mental Health Emergency Line WA: 1300 55 788
NSW: 1800 011 511
QLD: 1300 642 255
Health Direct 1800 022 222
Shadow of Suicide Support (08) 9381 55 55
Crisis Care Helpline (08) 9223 1111

1800 199 008

Sexual Assault Resource Centre WA:



WA: (08) 6458 1828

1800 199 888

NSW: (02) 9247 0600

QLD: 1800 010 120

In-Vision Counselling Services 0473 176 313

0422 110 920


Support Services for Employment

Overseas students can find information regarding their employment rights and conditions from the quick fact-sheet

link below:

Additional Support

Study Perth Organisation

IIBT is a member of Study Perth, an organisation that collaborates with both public and private education providers with a common goal to assist overseas students. They have a Student Hub located in Perth CBD that helps overseas students during and after their studies. It is primarily used by overseas students to interact with other students and build networks, gain skills and focus on their schoolwork. It offers an extremely relaxing environment, conducive for studying. The facilities are free for our students to use anytime throughout their enrolment with IIBT. Their services include but not limited to:

  • Free wi-fi access
  • Free hot drinks (hot chocolate or coffee) and free use of fridge (food and drink storage during stay)
  • Student lounge for recreation (ping-pong, video games use)
  • Student lounge for studying and socialisation with other students
  • Free use of meeting rooms for brainstorming and group work activities (booking required)
  • Free subscription to their Student Events page with Accommodation and food security assistance
  • Free Career Advice to assist in job search, CV writing and interview preparation (booking required)