Student Connect

COVID-19 UPDATE :  JUNE 2021

Due to the latest restrictions announced by the NSW Government, this office is closed until further notice. This closure means we are not able to provide in-person/face to face services at this time. Support services by phone, chat, email and AskMQ will continue as normal.

Your first point of contact on campus for any queries

We are committed to providing an outstanding student contact experience: online, by phone or in person.

COVID-19 guidelines

For information regarding the University's response to COVID-19 visit our COVID-19 FAQs page.

Services

Student Connect is your first point of contact for enquiries about your life at Macquarie. We offer administration services designed to answer a huge range of student enquiries and support many of the processes or services you might need while at Macquarie.

We can help you with the following service areas:

• Campus cards
• Certifying documents
• Credit overload
• Cross-institutional study
• Discontinuing study
• Examinations
• Fees and costs
• Forms
• Graduation
• Internal course transfer
• Justice of the Peace (JP): This service is provided for Macquarie students/staff for university related matters on Tuesdays and Thursdays from 2pm to 3pm (dependent on staff availability). Complete the NSW Statutory Declaration [DOC 30KB].
• Leave of absence
• Non-award study
• Recognition of prior learning
• Re-enrolment
• Status letter request
• Transcript request
• Transport concession
• Update personal details
• Withdrawal without penalty

Postgraduate

• Courses
• Cross-institutional studies
• How do I apply?
• Recognition of prior learning

If you need specific advice about your program of study or a Faculty matter, then you should contact your Faculty Student Centre.

We're here to help you online, by phone or in-person.

Contact Student Connect

Got questions? Contact Student Connect via one of the following methods:

• Chat, found in the far-right corner of this page during business hours.
• Submit an online enquiry via AskMQ
• Phone on +61 (2) 9850 6410
• In person at Level 2 MUSE, 18 Wally's Walk (not available at this time)

Operating hours

To support you through the exam period we are extending our operating hours as follows.

From 1 November 2021 : our hours are 8.30am - 5.30pm

From 8 November 2021 our operating hours are being further extended for live chat and temporary exam cards services. The hours these two services will be on offer are as per the dates/times in the table below.

For emergency online exam issues, please call the Online Exams Support Hotline: calling within Australia: 1800 MQ Exam (1800 67 3926).  Calling from outside Australia: +61 2 9850 2700

Standard business hours: 9.00am - 5.00pm, Monday to Friday

During peak periods (eg. exams, enrolment, first few weeks of session) our business hours may be extended to accommodate the larger volume of enquiries.

OneHelp

OneHelp is Macquarie’s university-wide online IT request system. It is an interactive, self-service request tracker.

You can use it to log IT issues and requests and monitor them to completion through automatic email notification and status updates. You can easily raise and track IT and non-IT requests directly on OneHelp.

There is one entry point into the tool, ensuring the ability to pass tickets between each business unit when necessary. Use your OneID to enter.

Contact IT

IT Service Desk
Ground floor, 17 Wally's Walk
Macquarie University
North Ryde NSW 2109
T: +61 (2) 9850 4357
E: onehelp@mq.edu.au