This paper reports on a study that investigated the range of institutional supportneeds of international students at one Australian university with a view to increasing under-standing of their needs and the ways in which support was provided. The study involved anumber of data collection methods including focus groups, key informant interviews and alarger scale survey, undertaken in an inductive and sequential process. The results indicatedthat the levels of awareness about services differed, that lack of knowledge of how to access aservice and finding information about it were key reasons for non-use, and that the helpfulnessof staff impacted on the perception of services as useful. The paper concludes byrecommending a reconsideration of current practices to move towards a model of studentsupport service provision in which the student is at the centre

• Towards a reframing of student support: a casestudy approach