Student Welfare Advisors

Who can use the service? 

All students enrolled at RMIT Australia, RMIT UP (University Pathways), RMIT Online (excluding students studying single subjects), including domestic and international students, can meet with a Student Welfare Advisor. 

What can I expect at my first appointment?

Conversations with a Welfare Advisor are free and confidential.

Pre-booked appointments are 30-minutes long, and drop-in appointments (face-to-face or virtual) are generally shorter.

In your first appointment, the welfare advisor will confirm your status as an RMIT student and ask you what has brought you to the service.

You might have more than one than one thing that you would like to discuss or receive advice and guidance on.

There are several ways to use the Student Welfare Advisor service at RMIT.

Welfare Advisors based at the City campus are available for pre-booked appointments either in-person, by Microsoft Teams video, or over the phone.

Book an appointment by calling Student Connect or via the online portal.

By phone: Call Student Connect on +61 3 9925 5000 and select the option for "Student Support".

(Student Connect phoneline operating hours: 9am-5pm Mon-Thu, 10am-5pm Fri, excluding public holidays).

Online via the Student Connect portal: Log in to the Student Connect portal using your RMIT ID number and password then, select "Student Welfare" from the drop-down menu.

Student Welfare Advisors are based at Student Connect on each campus. Drop-in without an appointment to chat to an advisor. 

Please note there may be a wait time for drop-ins.

If you have questions about Student Welfare support, submit them through Student Connect.

What is Heidi AI?

Heidi AI is an AI-assisted notetaking tool that your advisor may use during appointments. Heidi AI helps your advisor accurately capture what’s discussed, so they can spend more time focusing on you rather than typing notes.

Heidi AI supports note writing only. 

How is Heidi AI used?

If you consent, Heidi AI may be used during your appointment to help create draft notes. After the appointment, your advisor will carefully review and edit these notes to make sure they are accurate and reflect what was discussed.

Your advisor is always responsible for:

• Providing you with the advice and support you need
• The final version of your appointment notes

Your choice and consent

Your consent is important.

• Heidi AI will only be used if you consent
• At the start of each appointment, you’ll be asked if you consent to the use of Heidi AI for notetaking purposes
• You can simply say “yes” or “no”
• You can change your mind and choose to withdraw consent at any time, even during the appointment

Saying no will not affect your access to support in any way.

Who can see my information?

Only your advisor involved in your appointment can access information captured using Heidi AI.

Heidi AI uses security and access controls and follows Australian privacy laws. Its systems meet global security standards to protect your confidentiality.

Privacy and legal protections

Your information is protected by:

• RMIT’s privacy policies
• RMIT’s clinical governance, privacy, and security requirements

Heidi AI is used in line with these obligations to keep your information safe.

Where is my data stored?

All data is stored in Australia; this supports your data security and is in line with Australian privacy requirements.

Any information processed through Heidi AI is automatically deleted within 24 hours. No session data is kept by Heidi AI after this time.

Key things to remember

• Heidi AI helps with notetaking — it doesn’t replace your advisor
• Your consent is required and can be withdrawn at any time
• Only your advisor can access your information
• Your data is stored securely in Australia and deleted within 24 hours
• Your privacy and wellbeing always come first

If you have any questions or concerns about Heidi AI, please talk with your advisor.