Communication policy

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Communication with students

The Student Business Services department communicates with students on behalf of the university on a range of administrative matters. The method of communication includes QUT Virtual, the Student Services web site, email, SMS and letter, supported by a range of printed materials. Student Business Services is placing an increasing emphasis on electronic communication and expects students will regularly access the electronic email address provided by the university for their use (University email address) at https://email.qut.edu.au for important correspondence.

Correspondence by post

In the event that Student Business Services uses letter post, students must maintain an accurate and reliable mailing address for correspondence from the University (Student rule 3(1)). A notice mailed by the University to the mailing address last advised by the student shall be deemed to have been received by the student.

International students studying at QUT are required by visa conditions to maintain an up-to-date postal address.

Offshore students may provide the address of their offshore institution.

Electronic correspondence

Students are expected to conduct a large amount of university business electronically. Significant administrative processes, for example enrolment, are conducted electronically.

Student Business Services sends a significant amount of official correspondence to University email addresses or by broadcasting notices on QUT Virtual. Students must regularly check their University email address and their personal page in QUT Virtual to receive correspondence or messages from QUT. Students should also refer to the
Student Services web site for regular information updates.

Exceptions

Students who are enrolled externally (EXT) and students with disabilities may advise the Student Centre if

• they lack regular access to the Internet and/or
• the nature of the disability precludes them from using the Internet.

In such cases QUT will make alternative arrangements.

Communication with offshore students may occur via their offshore institution.

Student communication with Student Business Services department

Students may communicate with Student Business Services on administrative matters using email, phone or post.

When responding to communication from SBS, students should contact the sender, if identified, in the first instance. Otherwise, students can communicate with SBS by email (sbs.enquiries@qut.edu.au) or by telephone (07 3138 2000), and quote their student number.

Student Business Services will endeavour to acknowledge email correspondence within 24 hours. If the enquiry relates to a deadline within three working days, students should make a telephone enquiry to 07 3138 2000 or call in to a Student Centre, during business hours, rather than use email to resolve the issue.

While Student Business Services may respond to student email requests from addresses other than the QUT email address, the QUT email address will be used for regular business correspondence from Student Business Services.

If an email has not been acknowledged by QUT within three working days, students should resend their original email, referring to the original communication, or contact the Student Centre.

Acceptable use of QUT computing or networking facilities

Use of any QUT computing or networking facility carries with it responsibilities. Information about the acceptable use of email and other forms of electronic communication at QUT can be found in the University’s Information Facilities rules and the Student IT Services Guide.

Related documents

• Information Facilities rules
• Student IT Services Guide
• Student Charter
• Privacy Policy