2023

STUDENTHANDBOOKRTO No. 41090 CRICOS Code 03560K

WHO WE ARE
Our teaching philosophy comes from a solid language awareness background. We believe thatstudents should take advantage of every single minute spent in class. That is why we encouragepunctuality and attendance. Every day, you will have a clear plan of the learning outcomes which
will be achieved in class. We fully support an interactive and dynamic teaching approach, and wewill offer you multiple inputs to bring the language alive and recreate real life situations.

WHAT WE OFFER
SMART English offers a variety of English language courses and service to help you with yourfurther studies in Australia and your career development. We want you to work and live
comfortably in an English speaking country. That is why we will assess your academic progress
regularly and most importantly, we will give you feedback to improve your English performance.

1MEET OUR TEAM

Sam

Elena

MichaelEnglish Teacher

English Teacher

English Teacher

Dani

EstherKim

Marketing Specialist

Marketing Specialist

Marketing Specialist

Ayane

Estefania

NanamiMarketing Specialist

Student Support

Student Support

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OUR CAMPUS

We are strategically located in the heart of Melbourne CBD, with Flagstaff Station at just 5
minutes’ walk and Southern Cross Station one block away from our campus. If you want tocatch a tram, we are in the Free Tram Zone, so no ticket is needed to travel in the CBD.
After class, you can spend some time at the majestic State Library, visit the Immigration
Museum, the Melbourne Zoo, the Royal Botanic Gardens, or a common place to study forthe students of Melbourne’s universities.

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COST OF LIVING
Accommodation
Bond
Monthly Transport
Monthly Mobile Phone Plan

$200 - $500 per week (varies)
4 weeks rent (payable as deposit)$100 - $200 for monthly pass$30 - $60 per month

Coffee$3.50 - $7

Lunch

$10 - $20 for a basic meal

Grocery Shopping Per Week

$80 - $150 per week

Living in Australia is definitely an exciting new adventure for international students, however there
are few things to consider before moving. Melbourne is the most liveable city in the world, whichmeans that more and more people are coming here to live. The cost of living in Melbourne can vary
deeply depending on your personal habits and needs. It is a good idea to regularly check theexchange rate of the Australian dollar to know exactly how much you are spending as you start
your new life in Melbourne.

PUBLIC TRANSPORT
Public transport in Melbourne includes a network of
trains, trams and buses that service the CBD andsuburbs. To use any of these types of transport in
Melbourne, you need to buy a Myki card and add
credit to it (top it up).
Myki cards are available at dedicated Myki points ofsale in Southern Cross station and Flinders Street
station and at many 7/11 stores and news agencies.
This is the only ticket system currently used in
Melbourne.
Please check www.myki.com.au for fares and network
map. The good news is that if you travel entirely
within the Free Tram Zone in the CBD then your trip isfor free!

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GENERALENGLISHCRICOS 097448K

Tuition Fee: $320
per week

General English will help you develop the English language skills for everyday use, like speaking,listening, reading, writing, vocabulary, idioms, grammar, pronunciation and urgency. You’ll
progress through the levels based on academic achievement which will be constantly monitored.

ASSESSMENTS
Weekly tests and structured teacher’s
feedback based on academic scores and inclass assessment, mid-course and end ofcourse tests.

END OF THE COURSE•End-of-course report•Certificate of completion or participation
based on attendance and assessmentscores.

In our General English, we...
Use a communicative approach Use
authentic material

Supplement from challenging teaching
resources

Show a variety of accents

Encourage flipped classrooms

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IELTS
PREPARATIONCRICOS 109128A

Tuition Fee: $320
per week

IELTS is the world’s leading English language proficiency test. International students may berequired to achieve an IELTS score for university or immigration purposes in Australia. Our IELTS
Preparation course will prepare you to get your target IELTS score through valuable information,
strategies, tips, and practice.
•
•
•
•
•
• alent.

ASSESSMENTS
Weekly tests and structured teacher’s
feedback based on academic scores andin-class assessment.

END OF THE COURSE• End-of-course report• Certificate of participation based on
attendance and assessment scores

In our IELTS Preparation, we...
Work with expert IELTS teachers Give tips
and tricks

Recreate real exam conditions
Encourage self-assessment

Show a variety of accents6

ENGLISH FOR
ACADEMICPURPOSESCRICOS 097449J

Tuition Fee: $320
per week

EAP aim to assist students of Upper Intermediate to Advanced levels who want to enter higher
education such as TAFE, undergraduate or postgraduate courses. This is a 20 week course, basedon 20 contact hours (in class) and 5 hours of self-study so that learners can develop autonomy andseek academic support if needed.

ASSESSMENTS
In-class assessments include written
assignments, projects, tests, presentations andStructured teacher’s feedback based onacademic scores and in-classassessment.

END OF THE COURSE
A. End -of-course report
B. Certificate of completion or participation
based on attendance and assessmentscores.

In EAP class, we...
Focus on academic writing
Develop oral skills (e.g. academic presentations)
Up to 25 hours study
Develop critical thinking

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CAMBRIDGE FIRST CERTIFICATEIN ENGLISH (FCE) PREPARATIONCOURSECRICOS 109124E

Tuition Fee: $320
per week

The Cambridge First Certificate in English course is an upper intermediate level(B2) course that will
challenge students and will enrich their English skills with regular and continuous tests. FCE is anintensive language course that can be used by dedicated students to refine their language
awareness and reach a high level of English competency. This course is suitable for students whowant to obtain a worldwide English language qualification widely accepted by educational andbusiness enterprises or for those who are looking to take the Cambridge B2 First Exam
Preparation.

ASSESSMENTS
Weekly tests and structured teacher’s
feedback based on academic scores and in-classassessment.

END OF THE COURSE•End-of-course report•Certificate of participation based on
attendance and assessment scores.

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STUDENT ACCOMMODATIONSMART English Melbourne provides several accommodation options according to your needs andpreferences. To fully enjoy the international experience, you can choose to stay at a homestay
family or at a student residence. All our accommodation services are the result of a long
partnership with our main providers, so rest assured that we regularly check that the quality andsafety standards are constantly met.

HOMESTAY
Living the Aussie life with a homestay family is one of those memories that you will never forget.
Staying with a homestay family encourages a cultural and linguistic exchange. You will have thechance to speak English at all times and learn more about Australia and its multiculturalism
while enjoying the food, lifestyle and habits of an Australian family.

STUDENT ACCOMMODATION
If you want to be more independent, we recommend staying at Together Co-Living andStudent.com. Their quality campus-style accommodation offers modern facilities and aninternational environment where you will easily make friends while sharing fun activities andquality study time together.
The common areas at Together Co-Living and Student.com also include a student bar, billiards, a
restaurant, a table tennis table, a resort-style swimming pool, and a barbecue area. The rooms
are equipped with a microwave, however, a common kitchen area is also available in the lodge.
Socialising has never been so easy. In fact, free and cheap social activities like movie nights
and barbecues are organised to make sure our students enjoy a great social life at a very low
cost.

AIRPORT PICKUPSMART English Melbourne can arrange an airport pickup service upon request to transfer you
from the airport to your homestay or student accommodation.

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STUDENT VISAREQUIREMENTS
Before visiting Australia, make sure you have a valid
Australian visa. Students mostly come to Australia on aStudent Visa or on a Working Holiday visa, however you may
also study for a limited time on a Visitor visa.
Please visit the Home Affairs department website
www.homeaffairs.gov.au to find more information aboutvisa eligibility and conditions on your visa. If you are notsure about how to proceed, we
have
a range ofeducational agent partners that will be happy to assist
you with the process of your visa application.

ESOS FRAMEWORKThe Australian Department of Education and Training has set
requirements so that international students coming toAustralia can experience quality education and make themost of their time as students in Australia. The Education
Services for Overseas Students (ESOS) Act 2000 also ensuresthat international students have their tuition fees protected.
SMART English Melbourne thoroughly adheres to the ESOS
Framework and follows its requirements.
The Australian Government has issued the 2018 National
Code of Practice for Providers of Education and Training toOverseas Students. Please find more information about theESOS Framework ondrive
https://www.education.gov.au/esos-framework

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CLASS RULES
On your first week, you, your new classmates and your teacher will set your class rules. These rules
will make your stay more enjoyable for students and teachers. Some of the rules that we encourage
students to follow at SMART English Melbourne are:● No food in class● Punctuality● Be aware that your fellow
students● Regular attendancecome from many different cultures withdifferent customs and beliefs● English only policy in class● Leave the classroom tidy after each
● Communication with teachers and students
lessonNo phone calls in class (please respect your
● Do your homework regularly
teacher and classmates. Leave the room if
you have an emergency phone call)● No mobile phone, tablet or laptop usage inclass that isn’t related to the class content

COURSE ASSESSMENTS
Every week teachers will assess your academic progress through tests, homework, class work,attendance and class participation. This is important because we want to make sure that you
study in a comfortable environment and, above all, that you are studying in the class that best
matches your level.
Your scores on your graduation certificate will be a combination of formal and informal
assessments conducted through the whole course.

PERSONALISED STUDY PLAN
After your first week at SMART English Melbourne,
you will receive a Personalised Study Plan made by
your teacher with important tips that you should
follow to speed up your learning process. One week
is enough for experienced teachers to understandtheir students. Your teacher will clearly identify yourweaknesses and will focus on those to give you themost useful and appropriate suggestions for you toimprove in your weaker areas.

STUDENT REPORTS
You will receive an end-of-course report on your lastday. On the report, you will find the scores you haveachieved in each skill and the attendance
percentage. On the back a reading key will be given
to understand the marks.

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12

SHORT COURSES
As part of the academic activities, SMART English Melbourne offers you the opportunity to develop
some specific skills during your course with us. After the standard 20 hours a week, we regularlypresent a range of short courses focused on language for specific purposes. These specifictopics range from business to Exam Prep.
These courses are free of charge for our students. However, these classes are small because
we really want to personalise your study and help you improve quickly. If you want to achieve
your goals quickly, go to reception and sign up now for any of our short courses!

English @ Work - 2 weeks(Learning outcomes:
speaking, writing)

PTE Pro - 3 weeks(Learning outcomes: speaking, writing,reading, listening)

Speaking Bootcamp - 3
weeks (Learning outcomes:
speaking, writing)English News - 1 week
(Learning outcomes :reading, vocabulary,
speaking,

OTHER FEES &COSTS
Replacing student ID - $20 / eCOE
eCOE changing fee - $50 / Payment
Schedule changing fee - $50
Enrolment cancellation fee -25% of any remaining tuition fees

STUDENT REQUESTS
Please complete the online form at reception if you want torequest: https://app.pipefy.com/public/form/Y0vwJ2h_
Holidays
A course extension
A change of class
A change of address
A deferral / suspension / cancellation
A refund13

WHO WE ARE
On your first day (Monday), we will invite you to attend our Student Orientation. Orientation starts
at 9 o'clock, so please come to reception at 8.30 am to give our lovely reception staff some time toorganise your papers before the orientation. During this session, we will give you all the relevant
information about your course, our school and some tips about your life in Melbourne that will be
important for you to remember throughout your stay in Australia. Orientation will include
information about (but not only):● Life in Melbourne● Emergency contacts● Courses Staff● Services (e.g. Bank accountPolicies
and TFN/ABN)

ORIENTATION TIMETABLE
9:00 amArrival at SMART English Melbourne Campus

9:30 amPlacement test

11:30 am

Orientation starts

12:00 amAcademic orientation

12:15 pm

School tour

*sample only

ACTIVITIES &EXCURSIONS
If you want to join any of our social excursions or any of our academic activities like short courses
or academic support classes, come to the reception to book a seat.

STUDENT BOARD
The student board is located near the classroom. Check it everyday to make sure that you always
know what goes on at SMART English Melbourne and in Melbourne. This is where we put
social activities, monthly calendar, academic activities, and any other relevant information for ourstudents.

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SCHOOL SOCIAL ACTIVITIESEvery month SMART English Melbourne will prepare a Social Activity Calendar full of activities
and events to attend in Melbourne. Students can use this calendar to see what goes on in our
vibrant city and every week we will arrange for a staff member to organise a school
excursion to exhibitions, art galleries, museums, dance classes, coffee tours, etc.

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STUDENT SUPPORTOur Student Support Officer is available on campus every day. At SMART English Melbourne, we
encourage you to come and talk to us at any time, especially at the beginning of your stay in
Melbourne, when everything is new and you probably have a lot questions. We will be youroverseas family and we want you to feel comfortable in your new life in Melbourne. That's why wewill regularly come and talk to you and we will be happy to know what we can do to improve ourservices for students.
SMART English Melbourne provides relevant information or provide referrals as appropriate tostudents who request assistance in relation to the student support services and programs at no
additional cost to the students.

POLICIES
CLASS TRANSFER
In the case of changing from one course to another, please be aware that if thenew course thatyou would like to enrol in has a higher fee, you will need to pay for the difference before
attending the new class.

DEFERRAL/SUSPENSION/CANCELLATION
If you want to change, defer, suspend, or cancel your case with SMART English Melbourne,
complete a student request form online at https://app.pipefy.com/public/form/Y0vwJ2h_
We will notify you with the outcome of the decision, whether your request isapproved or refused, within 10 business days of submission. In the case ofdeferral, SMART English Melbourne will keep a seat for you for 12 weeks if
you are an international student (student visa) and up to 6 months if you
are a Working Holiday Visa Holder.

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ATTENDANCE MONITORING
Once a week, the Academic team checks the attendance percentage of all students andmonitors the individual attendance of each student. Where an individual student attendance
falls into any of the following categories, actions will be taken as follows:

COURSE MONITORING
The following procedures will ensure that all students' course progress is monitored andstudents are given every opportunity to achieve the required progress for each course they areenrolled in. The overall pass score in each skill is set at 80% to be attained by the end of their
10th week in each General English level/each course.
However, students who achieve less than 70% in each assessment by week 5 of the same
General English level/each course are defined as "at risk" and intervention strategies are
implemented at this stage. Students who are in breach of the course monitoring policy will becalled for a meeting with the Academic Manager to put in place an intervention strategy.
Students are made aware of the satisfactory course progress requirements through enrolment
processes and throughout the program.
More information here: www.sem.edu.au

17

POLICIES
COURSE TRANSFER
If a student wishes to transfer to or from another institute, SMART English Melbourne will
follow the guidelines provided by the National Code 2018. Based on this, SMART English
Melbourne will not approve students' transfer requests to other institutions prior to theinternational student completing six months of their principal course. If a student wishes totransfer before completing six months of their principal course, the student must obtain arelease from their registered provider or meet the following conditions:
The releasing registered provider, or the course in which the overseas student is enrolled,
had ceased to be registered;
The releasing registered provider has had a sanction imposed on its registration by the ESOS
agency that prevents the overseas students from continuing their course with that registeredprovider;Any sponsors of the overseas student considers that change to be in the overseas student's
best interests and has provided written support for the change. This usually applies where
the overseas student's study in Australia is sponsored by the government of another country.

LATE PAYMENT
A 10% penalty will be applied on overdue fees when students make late payments. If theoverdue amount is still not paid, an additional late fee penalty of $50.00 will be added to theoutstanding amount each week until the overdue balance is paid in full.

REFUNDS
SMART English Melbourne's Refund policy is compliant with the principles defined in the ESOS
(Education Services for Overseas Students) Act 2000. These guidelines apply equally to all new
and re-enrolling students unless otherwise stated. SMART English Melbourne reserves the rightto cancel or postpone any course prior to their scheduled start date, should it be necessary.
SMART English Melbourne does not commence a course on the starting date outlined in the
Letter of Offer or discontinues the delivery of a course before it is completed, and if thestudent is unable to enrol in a similar course at SMART English Melbourne, fees will be
refunded. Refund of fees will be granted in accordance with the attached refund policy.

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FULL REFUND OF COURSE FEES
SMART English Melbourne will approve a full refund of course fees paid in advance if:a)
The application for a student visa is unsuccessful (SMART English Melbourne reserves theright to retain the lesser of the following amounts: a) 5% of the amount of course fees (tuition andnon-tuition fees) received by SMART English Melbourne in respect of the student; b) $500 as per
the Letter of Offer and Acceptance Agreement). Fees paid in advance will be refunded within 14
days.
SMART English Melbourne does not commence a course on the starting date outlined in theb)Letter of Offer or discontinues the delivery of a course before it is completed. Full refund will bemade within 14 days of the specified date or from the date the course is discontinued inaccordance with the refund guidelines of ESOS Act.

PARTIAL REFUND
SMART English Melbourne will provide a partial refund of course fees paid in advance if:a)
The application for a student visa is unsuccessful (SMART English Melbourne reserves theright to retain the Administration Fee of $250.00). Fees paid in advance will be refunded within
14 days.
b)
The student formally withdraws (in writing) from a course between two (2) and six (6) weeks
before the course commencement date. 70% of course fees will be refunded, less$250.00 Administration Fee.
c)
The student formally withdraws (in writing) from a course less than two (2) weeks before thecourse commencement date. 25% of tuition fees will be refunded, less $250.00 Administration Fee.
d)Partial refund after commencement at SMART English Melbourne MAY be given upon
discussion of extenuating circumstance with the CEO or approved representative.

NO FEE REFUND
SMART English Melbourne will not refund any fees if:a)
The student withdraws from the course during a study period or after the coursecommencement date.
b)
The student is not granted the extension of the student visa and the course hascommenced. Students are recommended not to enroll if they believe their visa may not be
extended.
c)
The student applies and is granted approval by SMART English Melbourne to transfer toanother registered provider before completing six (6) months study of the principal course.
SMART English Melbourne terminates the student's enrolment as a result of misbehavior, failure tocomply with SMART English Melbourne policies, breach of student visa conditions or unsatisfactory
course progress or attendance.

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PAYMENT OF REFUND
Eligibility for a refund will be assessed and if approved they will be sent to the person who
originally made the payment, unless the student is transferring to another registered provider inAustralia (subject to Visa conditions), in which case any refund may be transferred to that
registered provider. SMART English Melbourne will provide the student with a statement detailingthe calculation of the refund.

PAYMENT PLAN REFUND ARRANGEMENT
If a student wishes to withdraw after course commencements, 25% of any remaining tuition fees
must be paid, unless otherwise arranged with the management team.

CANCELLATION
For any cancellation following a deferment, SMART English Melbourne will consider the originalcourse start date to apply the refund policy.

APPROVALSAll refunds must be assessed and approved by the Finance Team. Special circumstances to theabove-mentioned cases may only occur at the discretion of SMART English Melbourne CEO or
approved representative or when there is ground for any other extenuating or compassionate
circumstances.

BANK DETAILS
Account Name: Smart English Melbourne
Bank Name & Address: Commonwealth Bank of Australia Swift
Code: CTBAAU2SBSB Number: 063920
Tenancy 114 Narre Warren Cranbourne Rd, Narre Warren, VIC, 3805, Australia AccountNumber: 10083685
Please use FULL STUDENT NAME as the *REFERENCE.
In case of International transactions, please add International Transfer Charges to the total due amount toavoid any short payments.

STUDENT GUIDELINES
SMART English Melbourne will:
ensure that students can access SMART English Melbourne's Complaints and Appeals Process.
pay refunds in Australian dollars only and refund onshore or offshore by telegraphic transfer.
pay refunds within 14 days from the receipt of the Refund Form and any additional
documentation requested by SMART English Melbourne. This agreement, and the availability ofcomplaints and appeals processes, does not circumscribe the student's rights to pursue any
further action under Australia's consumer protection laws.

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COURSE DELIVERY CONTINUANCE
In case of unforeseen circumstances where SMART English Melbourne is unable to deliver anagreed course, arrangements will be made to enrol the student in a similar course at SMART
English Melbourne at no additional cost to the student. In the event of unavailable alternative
courses within the institute, SMART English Melbourne will seek to place the student at
another CRICOS registered training provider. Where SMART English Melbourne is unable toplace the student in a suitable course with another registered provider, the student is thenentitled to a refund as calculated by the TPS Director.

PROVIDER DEFAULT
In the unlikely event that SMART English Melbourne is unable to deliver an agreed course, thestudent will be offered a refund of course fee paid to date for the part of course yet to bedelivered.
The refund will be paid within 14 days after ceasing the course. Alternatively, SMART may
offer enrolment in a similar course within the school at no additional cost to the student. The
student has the right to choose whether to accept this offer. If the student agrees to thisarrangement, SMART English Melbourne will arrange a new Letter of Offer to be signed for
acceptance by the student.
If SMART English Melbourne is unable to provide a refund or place the student in a suitable
alternative course, the Tuition Protection Service (TPS) (operated by the Commonwealth
Government of Australia) will place the student in a suitable alternative course at no
additional cost. In the case that TPS cannot place the student in any suitable alternative
course, the student will then be eligible for a refund as calculated by the TPS director.
Please find more information about TPS at www.tps.gov.au

NOTIFYING & CHANGING CONTACT DETAILS& ADDRESS
Students must notify SMART English Melbourne of the students' contact details including:a. the students' current residential address, mobile number, and email addressb. who to contact in emergency situations
c. any changes to those details, within 7 days of the change.

COMPLAINTS & APPEALS
During their enrolment students will have access to SMART English Melbourne's Complaints
and Appeals Policy and Procedure. The Complaints and Appeals Policy and Procedure is toprovide students with a fair and equitable process for resolving any disputes or complaints
they may have.

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COMPLAINTS & APPEALS FLOWCHART

STEP 1:

STEP 2:

STEP 3:

STEP 4:

If a complaint cannot be resolved as per our informal procedure or if a student wishes to appeal
against SMART English Melbourne decision, the student may lodge a formal complaint or appeal.
All complaints or appeals should be submitted in writing through SMART English Melbourne online
student request form at https://app.pipefy.com/public/form/Y0vwJ2h_
The student enrolment will be maintained throughout the complaint and appeal process until thematter is resolved. If the student is not satisfied with the result or the conduct of the procedure,
they can seek external arbitration by contacting Overseas Student Ombudsman. SMART English
Melbourne complaint and appeal policy and procedure can be downloaded at www.sem.edu.au

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ACCESS & EQUITYSMART English Melbourne will treat everybody fairly and equitably and promotes anenvironment free from harassment and discrimination. We will apply access and equity
principles to all our policies and procedures to encourage full and equal participation of all
people.

PRIVACY & PERSONAL INFORMATION
Information is collected during enrolment in order to meet our training obligations under the
ESOS Act 2000 and the National Code 2018 to comply with the conditions of students' visas
and their obligations under Australian immigration laws. The authority to collect thisinformation is contained in the Education Services for Overseas Students Act 2000, theEducation Services for Overseas Students Regulations 2001 and the National Code ofPractice for Registration Authorities and Providers of Education and Training to Overseas
Students 2018.
Information collected on this document and throughout the enrolment may be provided, incertain circumstances, to other Registered Providers, the Australian Government anddesignated authorities and, if relevant, the TPS Administrator. This includes personal andcontact details, course enrolment details and charges. In other cases, information collectedduring the enrolment may be disclosed without students' consent where authorised or
required by law or in the event of any suspected breach of a student visa condition.

MORE INFORMATION ON POLICIES & PROCEDURES
For more information about policies and procedures that affect you, please visit our website:www.sem.edu.au

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OUR LOCATION

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EMERGENCY LIST
Police, Fire, Ambulance - 000
Department of Home Affairs
Visa and Citizenship Melbourne Office - 2 Lonsdale Street Melbourne VIC 3000
SMART English 24/7 Helpline - 0406 337 326
Direct line drug and alcohol - (03) 94161818 Disability
Rights Victoria - 1800 462 480
FairWork Australia - https://www.fairwork.gov.au/contact-us G-Line(Gambling problems) - (03) 9696 6108
Grief Line - (03) 9596 7799
Lifeline 24/7 Crisis support - 13 11 14
Sexual Assault - (03) 9344 2210
Victoria Legal Aid - (03) 9269 0234
Victoria Poisons - (03) 8413 6800
The Victorian Equal Opportunity and
Human Rights Commission - (03) 9281 7100
Womens' Domestic Violence Crisis Service of Victoria - (03) 9329 8483

MEDICAL SERVICES
Public Emergency Department -The Royal Melbourne Hospital The Alfred
Hospital - (03) 9060 2000
-9342 7666/9342 7006
Melbourne Central Medical Centre (located in Swanston st.) - (03) 9654 5544 Medical One(located in QV) - (03) 8663 7000
QV Medical centre - (03) 962 2256
St. Vincent's Hospital - (03) 9417 1055

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© Copyright 2023 Smart English Melbourne
Windsor College Pty Ltd t/a SMART English Melbourne
ABN 93 602 498 055 | RTO No. 41090 | CRICOS Code 03560K
Version 24.2 07 Dec 2023
All rights reserved