Australia Awards -
Global Support Unit
FAQs

What is the Australia Awards Global Support Unit (GSU) and why was it created?

Enhanced capability for network-wide Australia Awards policy and technical support via the Global Support Unit, replacing multiple service providers with one streamlined mechanism. 

Changes include

  • new contact points (including new email accounts) for all Australia Awards policy and technical support, and updated procedures for managing enquiries
  • expanded technical advisory service
  • GEDSI – to support better in-Australia management of PSEAH, gender equity and women’s leadership policies and programs, as well as bolster DFAT’s support for disability support and case management 
  • alumni – a dedicated alumni adviser will be available to support posts to develop and implement alumni strategies 
  • On-Award – support for institutions, DFAT and other organisations to deliver tailored on-award enrichment programs for Australia Awards scholars 
  • First Nations – lift the capability of the Australia Awards program to engage meaningfully with First Nations issues and communities – both on and post award
  • in-Australia business support functions have been transitioned from DFAT to the Hub, with DFAT retaining policy, compliance with core government policies, and university partnership oversight responsibilities. 

What services does the GSU provide?

The GSU supports: 

  • scholarship administration
  • fellowship administration 
  • enquiries and administrative support for institutions and posts 
  • OASIS training and troubleshooting 
  • event and merchandise management 
  • grant management  
  • institutional support (including processing batch payments)
  • communications and promotional support 
  • GEDSI and First Nations initiatives 
  • on-Award and Alumni engagement 
  • secretariat and meeting support.

How do I contact the GSU?

Use the new centralised email channels: 

  • engagement@australiaawards.org – for communications, public diplomacy and events, on-award enrichment, alumni engagement, First Nations engagement, and GEDSI support services 

Old inboxes like enquiries.canberra@australiaawards.org and australiaawardsdelivery@dfat.gov.au are being phased out by the 30th of September.  

The GSU team is available Monday to Friday 8am-5pm. 

What is different from previous administrative processes?

  • Centralised enquiry management via the GSU Helpdesk.
  • The introduction of a tracking system for enquiries and response time targets. 
  • Transition of administrative functions from the DFAT to the GSU. 
  • New contact points and updated communication protocols.
  • Enhanced technical and strategic advisory services.

What will DFAT retain responsibility for?

The DFAT team retains responsibility for: 

  • policy setting 
  • compliance 
  • university partnerships.

The GSU focuses on operational and technical support. Queries relating to policy or partnership issues can be directed to support@australiaawards.org in the first instance.

What should I do if I’m unsure about where to direct an enquiry?

You can contact support@australiaawards.org for assistance.

Will there be ongoing training or support?

To ensure the network is given the most up to date information, the GSU will: 

  • hold webinars and Q&A sessions 
  • provide briefing packs  
  • publish Standard Operating Procedures and manuals 
  • continually update this landing page. 

How can I provide feedback about the GSU or its services?

Feedback mechanisms include:

  • survey responses 
  • direct feedback via email
  • contributions to FAQs and knowledge base updates.

Can I still contact DFAT directly?

The GSU works closely with DFAT to respond to requests, so reaching out via the recommended channels ensures your query is handled efficiently and appropriately. 

What are the different roles of the GSU and the Australia Awards Country Teams?

Australia Awards Country Teams will continue to manage scholarship selection, pre-departure, and alumni engagement activities, as well as promote Australia Awards within their respective countries. 

The GSU will be responsible for the on-scholarship phase (for example, in-Australia events, on-award enrichment activities, no objection letter processing and institutional administration support). The GSU also provides a help desk function for the network, providing responses to general enquiries, on-scholarship or on-fellowship administrative functions, OASIS troubleshooting and OASIS training.

The GSU will also support DFAT in providing guidance and preparing policies on GEDSI, disability inclusion, communications and branding, and alumni engagement.