• Section 1 - Summary
• Section 2 - Scope
• Section 3 - Policy/Regulation
• Section 4 - Procedures
• Part A - Summary of Roles and Responsibilities
• Part B - Identification and Notification 
• Identification of a Student Critical Incident 
• Reporting and Notification 
• Part C - Initial Response and Escalation 
• Immediate Response 
• Escalation 
• Part D - Student Support Response 
• Student Support Response 
• Support Assessment 
• Support Measures 
• Offshore and Partner-Delivered Activities 
• Response Principles 
• Part E - Overseas Students and Students Under 18 
• Overseas Students 
• Students Under 18 Years of Age 
• Part F - Communication 
• Family, Emergency Contact and Third-Party Communication 
• Part G - Governance and Administration 
• Interaction with Related Procedures 
• Records and Privacy 
• Post-Incident Review 
• Section 5 - HESF/ASQA/ESOS Alignment
• Section 6 - Definitions

Section 1 - Summary

(1) This Procedure sets out Victoria University's process for identifying, escalating, managing, recording and reviewing student critical incidents. It supports timely, coordinated and trauma-informed responses to incidents that may affect student safety, wellbeing, participation, progression or ability to undertake or complete their course. 

(2) (2) This Procedure forms part of the University's broader business resilience, emergency management, crisis management and student support framework, and supports the University's obligations under the Education Services for Overseas Students Act 2000 (Cth) and the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (Cth).

Section 2 - Scope

(3) This Procedure applies to all higher education and vocational education students of the University, including domestic and overseas students, studying at University locations and through University activities onshore and offshore. 

(4) This Procedure applies if a student critical incident occurs on or off campus, online, within or outside Australia, at any time involving an enrolled higher education or vocational education student of the University. For the avoidance of doubt, this includes incidents that occur: 

1. at University campuses and locations, both onshore and offshore; 
2. at University accommodation or accommodation arranged, approved, supported or affiliated with the University; 
3. during teaching, learning, research, assessment, placement, fieldwork, exchange, study tour or other University activities; 
4. through third-party arrangements, partner organisations or other providers delivering activities on behalf of, or in association with, the University, whether within or outside Australia; 
5. at student events and activities supported, organised or approved by the University;
6. at professional placement, work integrated learning or industry partner locations; and,
7. during online or digital learning activities. 

(5) This Procedure also applies where a critical incident:

1. involves an overseas student, regardless of whether the student is: 
   1. engaged in an approved or non-approved University activity; 
   2. located on or off campus; 
   3. within or outside Australia; or 
   4. participating in a University-approved offshore, mobility, exchange, study tour, placement or other related activity; or 
2. results in the disruption of approved accommodation, support or welfare arrangements for an overseas student under 18 years of age. 

(6) This Procedure does not apply to: 

1. emergencies or crisis situations that are managed under the Critical Incident and Crisis Management Procedure and/or Emergency Management Response Procedure, except where student support and welfare actions are required under this Procedure; 
2. matters that can be safely and appropriately managed through existing University specialist processes, including Safer Community, gender-based violence, child safety, counselling, student conduct or another support process, unless the threshold in clause (8) is met. Where that threshold is met, the relevant specialist process may continue to operate alongside this Procedure.

Section 3 - Policy/Regulation

(7) Business Resilience Policy

Section 4 - Procedures

Part A - Summary of Roles and Responsibilities

Part B - Identification and Notification 

Identification of a Student Critical Incident 

(8) A student critical incident means an event, or the threat of an event, within or outside Australia, which causes extreme stress, fear or injury to a student or group of students or significant disruption.

(9) A student critical incident may include, but is not limited to: 

1. a missing student; 
2. death of a student; 
3. serious injury or serious illness; 
4. attempted suicide, self-harm or threat of self-harm; 
5. threat of harm to others; 
6. severe verbal, physical or psychological aggression; 
7. natural disaster; 
8. fire, flood, explosion, serious accident or other emergency event; 
9. domestic or family violence; 
10. physical, sexual or other abuse; 
11. sexual assault, sexual harassment, stalking or other gender-based violence; 
12. child safety concerns; 
13. serious incidents occurring during placements, fieldwork, exchange, study tours, residential activities or other University activities; 
14. incidents affecting University accommodation or approved welfare arrangements; or 
15. other traumatic or non-life-threatening events that cause extreme stress, fear or injury and require a coordinated student response beyond routine student support. 

(10) The fact that a matter falls within a category listed in clause (9) does not, of itself, make it a student critical incident. A matter that can be safely and appropriately managed through current processes is not required to be escalated under this Procedure unless the circumstances indicate an immediate or ongoing risk of serious harm, significant disruption, or the need for a coordinated multi-area or external-agency response. 

(11) Serious academic misconduct is not, of itself, a student critical incident. 

Reporting and Notification 

(12) Any staff member, student, contractor, accommodation provider, placement provider, partner organisation or other person who becomes aware of an actual or suspected student critical incident must report the matter as soon as practicable through the University's approved reporting channels. In an emergency, clause (15) applies. 

(13) Actual or suspected student critical incidents must be notified to the Chief Student Officer and the Chief Wellbeing Officer, or their nominees, as soon as practicable. 

(14) Where an actual or suspected student critical incident involves interpersonal harm, gender-based violence, family violence, sexual harm, stalking, harassment, threats or another matter within Safer Community’s remit, Safer Community must also be notified as soon as practicable, subject to any immediate safety, confidentiality or information-sharing considerations. 

(15) In an emergency, or where there is an immediate threat to life, safety or wellbeing, emergency services and University Security must be contacted immediately before any other reporting action. 

(16) Where the incident occurs through a placement provider, accommodation provider, offshore location, exchange program, partner organisation or third-party arrangement, the relevant local contact must notify the Chief Student Officer and the Chief International Officer, or their nominees, as soon as practicable and cooperate with any University response, support, reporting and recordkeeping requirements. 

(17) Upon notification, the Chief Student Officer (and where relevant, the Chief International Officer), or their nominees will determine: 

1. whether the matter meets the definition of a student critical incident; 
2. whether immediate student support or welfare intervention is required; 
3. whether other University procedures should be activated; and 
4. where a student critical incident meets, or may meet, the criteria for a critical incident, emergency or crisis, the matter must be referred to the Office of the Deputy Vice-Chancellor Enterprise and Digital for assessment in accordance with the Critical Incident Management Procedure and/or Emergency Management Response Procedure (pending).

Part C - Initial Response and Escalation 

Immediate Response 

(18) (176) Upon becoming aware of a student critical incident, the University will take reasonable and proportionate steps to: 

1. protect the immediate safety and wellbeing of affected students; 
2. arrange emergency assistance where required; 
3. identify any immediate or ongoing risk to the student or others; 
4. notify relevant University officers and support areas; and 
5. provide information about available support services.  

(19) Immediate actions may include: 

1. emergency medical assistance; 
2. emergency accommodation or welfare support; 
3. safety planning; 
4. welfare checks; 
5. contact with emergency services, local authorities or relevant service providers;  
6. referral to internal or external support services; 
7. interim academic, attendance, placement or campus arrangements; and 
8. referral to Safer Community for specialist risk assessment, safety planning and coordination of operational support, where appropriate. 

(20) A welfare check must not be undertaken automatically. Before arranging a welfare check, the responsible officer must consider: 

1. the nature and immediacy of the risk; 
2. available information about the student’s circumstances; 
3. whether contact may create or increase risk, including in matters involving family violence, gender-based violence or cultural considerations; and 
4. the purpose and expected outcome of the check. 

Escalation 

(21) Where a decision has been made to escalate a student critical incident under the Critical Incident Management Procedure, the Chief Student Officer must notify the Office of the Deputy Vice-Chancellor Enterprise and Digital as soon as practicable. 

(22) Activation of the Critical Incident and Crisis Management Procedure does not replace the student support requirements under this Procedure.  Student welfare, support and recovery activities must continue for the duration of the incident and recovery period. 

Part D - Student Support Response 

Student Support Response 

(23) The University will provide, coordinate or facilitate appropriate support for students affected by a student critical incident, particularly where the incident may cause physical or psychological harm or affect a student's ability to participate in, undertake or complete their course. 

(24) (231) Support provided under this Procedure will be coordinated in conjunction with the Support for Students Policy and associated support services, having regard to the circumstances of the incident and the individual needs of the affected student. 

Support Assessment 

(25) In determining an appropriate support response, the University will have regard to: 

1. the nature and severity of the incident; 
2. any actual or potential physical harm; 
3. any actual or potential psychological harm; 
4. the student's safety and wellbeing, including consent and communication needs, where practicable; 
5. cultural, accessibility and individual support needs; 
6. academic impacts; 
7. accommodation impacts; 
8. financial impacts; and 
9. any ongoing risks. 

Support Measures 

(26) The University will work with the student and relevant University areas to identify and coordinate appropriate support, referral, academic adjustment, accommodation, welfare or other assistance measures. 

(27) Where the circumstances fall within Safer Community’s remit, Safer Community may coordinate the operational support response, including safety planning, referrals, communication and liaison with relevant University areas. 

(28) Support measures may include:

1. counselling and wellbeing services; 
2. accessibility and disability support; 
3. academic adjustments or special consideration; 
4. attendance flexibility arrangements; 
5. leave of absence or enrolment advice; 
6. accommodation support; 
7. financial assistance referrals; 
8. cultural, language or interpreter support; 
9. referral to internal or external specialist services; and 
10. ongoing welfare monitoring.  
11. safety planning and support  
12. specialist support and safety coordination through Safer Community. 

Offshore and Partner-Delivered Activities 

(29) Where a student critical incident occurs outside Australia or through an offshore location, partner organisation or third-party arrangement, the University will work with relevant local representatives, service providers and authorities, service providers, authorities and, where appropriate, International SOS to coordinate an appropriate response, considering local circumstances, available support services and applicable legal or regulatory requirements. 

(30) Where a student critical incident occurs during approved international travel, exchange, mobility, placement, fieldwork, study tour or other University-related activity outside Australia, affected students should be encouraged to contact International SOS for medical or security assistance. The University may utilise International SOS services to support emergency response, medical assistance, security advice, travel-related assistance and coordination of support for affected students, in accordance with the Travel Policy and Travel Procedure. 

Response Principles 

(31) Student support responses should be trauma-informed, culturally safe, person-centred, accessible and responsive to the individual circumstances of the affected student/s. 

(32) The University must, wherever practicable: 

1. place student safety and agency at the centre of the response; 
2. consult the student regarding decisions that affect them; 
3. minimise the need for the student to repeat their account; 
4. clearly explain the limits of confidentiality and the circumstances in which information may be shared; 
5. avoid actions that may create additional risk or further harm; and 
6. ensure relevant specialist procedures continue to be applied. 

Part E - Overseas Students and Students Under 18 

Overseas Students 

(33) Where a student critical incident involves an overseas student, International Student Support and the Chief International Officer must be notified as soon as practicable. 

(34) The Chief International Officer must consider whether the incident may affect the overseas students: 

1. safety or wellbeing; 
2. physical or psychological health; 
3. attendance; 
4. academic progression; 
5. enrolment status; 
6. welfare arrangements; or 
7. ability to undertake or complete their course. 

(35) The Chief International Officer may, where appropriate and lawful: 

1. coordinate contact with the student's family, emergency contact, guardian, sponsor or welfare contact; 
2. facilitate access to interpreter or translation services; 
3. facilitate access to consular assistance or other government support services; 
4. provide information regarding external support services; and 
5. consider any implications for student visa compliance or related administrative requirements. 

(36) Where a student critical incident has affected, or may affect, a student's ability to undertake or complete their course, the University will work with the student and relevant University areas to identify appropriate support, referral, academic adjustment or other assistance measures. 

Students Under 18 Years of Age 

(37) Where a student critical incident involves a student under 18 years of age, the University must ensure that any child safety, wellbeing and welfare obligations are addressed in consultation with the Child Safety Officer and in accordance with the Safety and Welfare of Children and Young People Policy and associated procedures. 

(38) The University must consider whether: 

1. the student remains safe; 
2. a parent, guardian or other responsible adult should be notified; 
3. additional welfare or support measures are required; and 
4. any child safety reporting obligations apply. 

(39) Where a student critical incident involves an overseas student under 18 years of age, the University must also apply the requirements relating to approved accommodation, support and welfare arrangements under the Safety and Welfare of Children and Young People - International Student Welfare Procedure. 

Part F - Communication 

Family, Emergency Contact and Third-Party Communication 

(40) The University, through the Chief Student Officer may communicate with a student's family member, emergency contact, guardian, welfare contact, sponsor or other relevant person where: 

1. the student consents; 
2. the student is missing; 
3. the student is seriously injured, seriously ill or deceased; 
4. there is a serious and imminent risk to health, safety or wellbeing; 
5. the student is under 18 and notification is required; or 
6. notification is otherwise permitted or required by law. 

(41) Communications should be coordinated, compassionate, trauma-informed and culturally appropriate. 

Part G - Governance and Administration 

Interaction with Related Procedures 

(42) This Procedure operates alongside other University policies and procedures.  Where relevant, one or more of the following procedures may also apply: 

1. Critical Incident Management Procedure; 
2. Emergency Management Response Procedure (pending); 
3. Enrolments - Deceased Student Procedure; 
4. Exclusion for Safety Reasons Procedure; 
5. Complaints Procedure (Student and Public); 
6. Student Conduct Policy; 
7. Student Misconduct Procedure; 
8. Gender-based Violence Policy; 
9. Safety and Welfare of Children and Young People Policy; and 
10. Work Health and Safety incident management processes. 

(43) Activation of another procedure does not remove the requirement to provide appropriate student support, welfare and recovery actions under this Procedure or prevent a relevant specialist area from continuing to perform its operational functions. 

(44) Relevant specialist areas, including Safer Community, may continue to manage support, risk, safety planning, referral and related operational actions while the student critical incident response is active. 

Records and Privacy 

(45) The University must maintain a written record of each student critical incident and all actions taken in response. 

(46) Records should include: 

1. details of the incident; 
2. notifications made; 
3. support and remedial actions provided; 
4. referrals made; 
5. communications undertaken; and 
6. outcomes and follow-up actions. 

(47) Where the incident involves an overseas student, records of the critical incident and remedial actions taken must be retained for at least two years after the student ceases to be an accepted student. 

(48) Information relating to a student critical incident must be collected, used, disclosed, stored and disposed of in accordance with applicable privacy, data protection and information management laws, including any applicable local legal or regulatory requirements, and the University's privacy, records management and information security requirements. 

(49) Information may be shared internally on a need-to-know basis where reasonably necessary to: 

1. protect the health, safety or wellbeing of a student or another person; 
2. coordinate the University's response to the incident; 
3. provide support and welfare services; 
4. comply with legal, regulatory or reporting obligations; or 
5. maintain accurate records of the incident and response. 

(50) External disclosure of information must be limited to what is necessary, lawful and proportionate, having regard to applicable privacy, child safety, records management and other legal obligations.  Queries relating to disclosure of information can be made to the Senior Manager, Information Governance & Privacy. 

(51) Where a student critical incident occurs outside Australia or through an offshore location, partner organisation or third-party arrangement, the University must also consider any applicable local legal or regulatory requirements relating to the collection, use, storage and disclosure of information. 

Post-Incident Review 

(52) A post-incident review will occur in accordance with the Critical Incident Management Procedure.  

Section 5 - HESF/ASQA/ESOS Alignment

(53) HESF: Standard 2.3 Wellbeing and Safety; 6.2 Corporate Monitoring and Accountability; 7.3 Information Management. 

(54) Outcome Standards for NVR Registered Training Organisations Instrument 2025: Standard 2.6 Wellbeing.   

(55) Compliance Standards for NVR Registered Training Organisations and FPP Requirements 2025: Standard 20 Compliance with Laws; 20 Risk Management.  

(56) ESOS National Code of Practice 2018:  Standard 5 Younger overseas students, 6 Overseas student support services.

Section 6 - Definitions

(57) Accepted Student: Has the meaning given in the Education Services for Overseas Students Act 2000 (Cth), and means a student (whether within or outside Australia): 

1. who is accepted for enrolment, or enrolled, in a course provided by the provider; and 
2. who is, or will be, required to hold a student visa to undertake or continue the course. 

(58) Critical Incident: Refer to the definition in the Business Resilience Policy. 

(59) Missing Student: A student who has been: Officially reported as missing to the Police; OR Missing during off-campus University activities, after reasonable attempts have been made to locate and contact them; OR Out of contact with University staff for 10 working days, after repeated attempts to contact them by phone and email, where a reasonable concern for their safety exists. 

(60) Overseas Student: Has the meaning given in the Education Services for Overseas Students Act 2000 (Cth) and means a person (whether within or outside Australia) who holds a student visa.   

(61) Remedial Action: Action taken by the University to resolve, address, mitigate or reduce the impact of a student critical incident, including support, referral, academic adjustments, accommodation assistance, communication, regulatory notifications and recovery actions. 

(62) Student: a person enrolled at the University in a course leading to a degree, diploma, certificate, licence or other award; or a person whose study performance is being or is to be assessed by the University, notwithstanding that such a person is not enrolled at the University in a course leading to a degree, diploma, certificate, licence or other award.  

(63) Student Critical Incident: A critical incident that involves, affects or is likely to affect one or more students and arises from an event, or the threat of an event, which causes or may cause extreme stress, fear, injury, physical harm or psychological harm to a student or group of students or significant disruption. 

(64) Support Services: Services provided or arranged by the University to assist students with their safety, wellbeing, participation, progression and success, as described in the Support for Students Policy. 

(65) University Activity: Any activity conducted, arranged, approved, supported or authorised by the University, including teaching, learning, research, assessment, placement, fieldwork, exchange, study tour, student event, residential activity, online activity or partner-delivered activity.