Print

Fees and payment for isolation and quarantine

On this page

Fees

If you are directed to isolate or quarantine in government-nominated accommodation, you will have to pay a contribution to the overall cost of your accommodation.

Once you receive your invoice you will be required to make payment within 30 days of the date stated on the invoice.

Quarantine fee examples

Rates
From 1 July 2021
1 adult (1 room) $3,220
2 adults (1 room) $4,130
2 adults and 2 children (1 room)
(fee calculated on 2 adults and 2 children aged 3 years or older and under 13 years)
$5,040
More details

Payment plans and quarantine fee waivers are available in eligible circumstances. If you meet those circumstances, you may also apply to have the fee waived after you receive the invoice.

Costs and service inclusions

The costs are calculated as per the following table.

Description

Rates
From 1 July 2021

Hotel room

$165 per room per night

Meals

$65 for a person 13 years or older per day

$32.50 for a minor/ child between 3–12 years of age per day

$0 for a child under 3 years

  • From 1 July 2021 a minor/child is defined as between 3-12 years of age for meal charges
  • An infant aged up to 3 years of age will not be charged
  • Meals are charged at a daily rate (inclusive of 3 meals) and are fixed. Meal costs will not be reduced or cancelled, including when a person requests the accommodation provider cease delivery of all meals.

The quarantine fees cover the following services:

  • personal laundry outside of the days daily provision of towels and linen
  • any requests for cleaning products so guests can maintain the room
  • wi-fi access.

Due to the nature of quarantine, there is no access to shared facilities (e.g. gym, pool) and rooms cannot be cleaned daily by hotel staff.

The government has worked with the hotel industry to ensure a range of suitable accommodation is available across Queensland for quarantine purposes. The government funds the costs of security for hotels, transport and logistics, which have not been included in the calculation of the costs payable by individuals, couples or families.

Examples of the quarantine fees are:

Description

Rates
Until 30 June 2021
Rates
From 1 July 2021

Fee for 1 adult 

Hotel room

$135 x 14 nights = $1,890 total

$165 x 14 nights = $2,310 total

Meals

$65 x 14 days = $910 total

$65 x 14 days = $910 total

Fee payable

$2,800

$3,220

Fee for 2 adults in 1 room

Hotel room

$135 x 14 nights = $1,890 total

$165 x 14 nights = $2,310 total

Meals

$65 x 2 adults x 14 days = $1,820 total

$65 x 2 adults x 14 days = $1,820 total

Fee payable

$3,710

$4,130

Fee for 2 adults and 1 child (aged 3–12 years) in 1 room

Hotel room

$135 x 14 nights = $1,890 total

$165 x 14 nights = $2,310 total

Meals

$65 x 2 adults x 14 days = $1,820 total

$32.50 x 1 child x 14 days = $455 total

$65 x 2 adults x 14 days = $1,820 total

$32.50 x 1 child x 14 days = $455 total

Fee payable

$4,165

$4,585

Fee for 2 adults and 2 children in 1 room (1 child between 3–12 years of age, and 1 child over 13 years of age)

Hotel room

$135 x 14 nights = $1,890 total

$165 x 14 nights = $2,310 total

Meals

$65 x 2 adults x 14 days = $1,820 total

$32.50 x 2 children x 14 days = $910 total

$65 x 2 adults x 14 days = $1,820 total

$65 x 1 child (13+) x 14 days = $910 total

$32.50 x 1 child x 14 days = $455 total

Fee payable

$4,620

$5,495

Fee for 2 adults and 3 children in 2 rooms (1 infant under 3 years, 1 child aged 3–12 years, 1 child aged over 13)

Hotel room

$135 x 2 rooms x 14 nights = $3,780

$165 x 2 rooms x 14 nights = $4,620

Meals

$65 x 2 adults x 14 days = $1,820

$32.50 x 2 children x 14 days = $910

$0 x 1 infant x 14 days = $0

$65 x 2 adults x 14 days = $1,820 total

$65 x 1 child (13+) x 14 days = $910 total

$32.50 x 1 child x 14 days = $455 total

$0 x 1 infant x 14 days = $0

Fee payable

$6,510

$7,805

  • From 1 July 2021 a minor / child is defined as between 3–12 years of age for meal charges
  • An infant aged up to 3 years of age will not be charged
  • Meals are charged as a daily rate (inclusive of three meals) and are fixed. Meal costs will not be reduced or cancelled, including when a person requests the accommodation provider cease delivery of all meals.

Invoice information

Your invoice will be sent to your nominated email or home address. Payment plans and quarantine fee waivers are available in eligible circumstances.

Incorrect invoices

Carefully read through the fee information above and your invoice details. Check that your personal details and amounts match your invoice.

If you are still concerned the amount charged is incorrect, call 134 COVID (13 42 68) immediately.

If details are correct but you wish to dispute the invoice, review the eligibility requirements for a quarantine fee waiver.

Payment

Payment is required 30 days from the date the invoice is issued.

If you have submitted an application for a full or partial fee waiver, the payment terms of the invoice will be paused until an outcome is determined. Upon receiving an outcome, if there is an amount owing, payment is required within 14 days.

How to pay

Details of how to pay will appear on your invoice. Payment options include BPAY, BPOINT, Post billpay and direct deposit. Each payment option will generate a receipt. Use this receipt along with your invoice to support any claims.

If you are unable to complete your payment within 30 days from the invoice date, you may be eligible to apply for a payment plan. Payment plans must be requested within 30 days from the invoice date.

Overdue payments of quarantine fees may be referred to a debt collection agency. The debt collection agency will manage queries about the debt.

Payment plans

If you are unable to pay the full quarantine fee by the invoice due date, you can request to enter into a payment plan to repay the invoice over a period of 6, 12 or 18 months depending on the invoice balance.

Full details on how to apply for a payment plan will be sent with the invoice.

If your request is approved, you will be issued a payment plan agreement outlining the full terms and conditions.

Quarantine fee waivers

You can apply to have all or part of the quarantine fee waived after you receive your invoice.

A fee waiver application must be submitted within 30 days from the date the invoice is issued.

If circumstances outside your control have prevented you from submitting your fee waiver application within this time period, you must include this information in your application.

After reviewing eligibility, applications must be made through the Health Service Portal.

Fee Waiver application deadline

If you believe you meet the eligibility, you must submit your Fee Waiver application by 11:59pm on 31 August 2022.

If you have extenuating circumstances that prevented you from submitting your application within this timeframe, please contact feewaiver@health.qld.gov.au to discuss.

Eligibility

You may be eligible for a fee waiver under the grounds of financial hardship.

Each application under the grounds of financial hardship will be assessed on a case-by-case basis. However, the following scenarios are designed to provide guidance on mandatory evidence must be provided.

Queensland Health will advise, at time of assessment, if additional documentation is required. It is important to provide sufficient evidence to assist in processing your application accurately.

An application on the grounds of financial hardship will be assessed based on the following criteria:

Scenario

Criteria

Substantiating documents
(documents you may need)

Unemployed

Received full-time Centrelink benefits through one of the following:

  • JobSeeker payment
  • Youth Allowance for Job Seekers
  • Disability Support Pension
  • Carers Payment (full-time)
  • Age Pension
  • Austudy
  • ABSTUDY
  •  

Evidence required:

  • Queensland Health invoice
  • Complete Centrelink documentation from one of the eligible services showing:
    • name
    • payment type
    • amount
    • payment frequency and dates (dates of payments must be between date of quarantine and date of fee waiver application to be eligible).

People who have limited savings as a result of the COVID-19 pandemic

The person must be:

  • an Australian citizen or permanent resident, and
  • have no more than $10,000 cash or savings (per adult identified on the quarantine fee waiver application)

Evidence required:

  • Queensland Health invoice
  • Australian birth certificate, citizenship certificate, passport or Visa Entitlement Verification Online, IMMICard documentation
  • All bank statements held in your name showing complete transactions for a 3-month period and closing balances totalling less than $10,000 (per adult identified on the quarantine fee waiver application)

If applicable, include:

  • Evidence to demonstrate loss of a business entity, home or possessions due to COVID 19
  • Evidence of receiving JobKeeper payment through the Australian Taxation Office or your employer
  • Additional evidence of excessive costs incurred by COVID-19 that will hinder your ability to pay your fee waiver (e.g. documentation of excessive costs to relocate back to Australia from overseas)
  • Letters from employers advising of changes to employment or reduced hours
  • Payslips
  • Statutory declaration

This financial hardship guide has been developed to assist you in your application – please note that this is a guide only and does not constitute a complete list of circumstances.

You may be able to request a fee waiver on grounds of vulnerability – this will be assessed on a case-by-case basis.

Anyone who is considered a vulnerable person (or carer) may apply for a waiver on the grounds of vulnerability even if they do not meet the criteria for financial hardship. To be considered for assessment under vulnerability, you must be able to demonstrate how your vulnerability affects your ability to meet your financial obligations.

The following are examples of where vulnerability may be considered grounds for a quarantine fee waiver:

ScenarioExamples that may be consideredSubstantiating documents (documents you may need)
Vulnerable person or primary carer for a vulnerable person
  • a person who identifies as a refugee and/or application based on humanitarian reasons
  • a person with serious illness/disability who is unable to care for themselves or necessitating immediate travel to Queensland
  • a person unable to protect themselves against harm or exploitation as a result of age, illness, trauma, disability or other reason
  • a person escaping from domestic, family or sexual violence

a person performing the role of primary carer for a person who may be considered as vulnerable

Evidence required:

  • Queensland Health Invoice
  • Statement of reasons

Include if applicable:

  • Visas including Protection Visas
  • Police reports
  • Birth certificate
  • Statutory declaration
  • Medical records/letter from doctor
  • Letter from registered Domestic and Family Violence (DFV) provider or court order (i.e., Domestic Violence Order)
  • Evidence of carer status
  • Centrelink documentation
  • Bank statements
  • Other relevant financial information

This vulnerability guide has been developed to assist you in your application – please note that this is a guide only and does not constitute a complete list of circumstances.

When applying for a travel fee waiver, the decision will be made on the following criteria:

Scenario

Criteria

Substantiating documents (documents you may need)

Travelers who had a confirmed international arrival date into Queensland before midnight on 17 June 2020, even if they arrive after 1 July 2020.

  • Travel was booked before midnight 17 June 2020
  • Actual arrival was after July 1
  • Flight delayed/diverted/cancelled   resulting in arrival after July 1

Evidence required:

  • Copy of Queensland Health invoice
  • Original travel itinerary / eTicket which includes the date of issue
  • Notification of the travel being cancelled issued by the airline and/or travel company
  • Reissued travel itinerary / eTicket which includes the date of arrival into Brisbane

If applicable:

  • Other relevant information

Travelers who had an international flight diverted to Queensland whose original destination was another state

  • Travel was booked before original destination state introduced quarantine fees:
  • Victoria: travellers who purchased their flights before 11.59 pm 10 July 2020 AEST
  • NSW: travellers who purchased their flights before 11.59 pm 12 July 2020 AEST
  • South Australia: travellers who purchased their   flights before 11.59 pm ACST on 13 July 2020
  • Actual arrival date was after state introduced requirements (as above)
  • Actual arrival was diverted/cancelled from original destination

Evidence required

  • Copy of Queensland Health invoice
  • Original travel itinerary/eTicket which includes the date of issue
  • Notification of the travel being cancelled or diverted issued by the airline and/or travel company
  • Reissued travel itinerary/eTicket which includes the date of arrival into Brisbane

If applicable:

  • Other relevant information

If you feel your circumstances should be considered but they do not fall within the above grounds and criteria due consideration will be given to the application.

When applying on these grounds, the following is considered mandatory evidence:

  • copy of Queensland Health invoice
  • statement of reasons.

Please provide any other relevant evidence to support your application.

How to apply

To apply for a quarantine fee waiver once you have received an invoice, complete the form online using the Health Service Portal. You cannot apply for a fee waiver before the invoice is received as the invoice must be attached to your application, along with documents demonstrating your grounds for a fee waiver.

To apply, after accessing the portal you will need to:

  1. click Sign up and follow the process to set up an account in the COVID-19 Exemption and Waiver Service if you are a first time user. An email with a temporary password will be sent to the email address you use to set up the account. If you do not receive the email, check your junk mail folder
  2. log in to your COVID-19 Exemption and Waiver Service account using the temporary password provided. You will be prompted to set up a new password for your account
  3. select Apply for a fee waiver
  4. confirm your details
  5. complete the fee waiver application. You will need to:
    • confirm you are applying for a fee waiver
    • provide details from the invoice you have received
    • provide details about the reason you are applying for the fee waiver
    • attach a copy of your invoice and any supporting documentation. Files must be in a PDF or image format.
  6. submit your application.

When completing the application online, ensure you have provided all the required information to allow your request to be processed as soon as possible.

You will receive confirmation that your application has been submitted and a written notice of the decision on the application from the chief executive or their delegate. If the application is not approved, payment will be due within 14 days of the notice of the decision being received.

What’s happening with my application

Once you have submitted an application you can check the progress by logging in to the Health Service Portal. We are currently experiencing large volumes of applications and it may take some time to process your application.

If any additional information is required to progress your application, we will contact you.

To provide additional information or follow up:

  • log in to your Health Portal account where you submitted the application
  • upload new information or a message.

If you have made the application within 30 days of the date of your invoice, you will not be required to pay any amount until the outcome of your application has been determined.

Review for declined or partially approved fee waiver application

If your application for a quarantine fee waiver has not been approved or was partially approved, the reasons for the decision will be provided in the notice of the decision you receive.

If you are not satisfied with the outcome and have additional information that may substantially influence the decision, you may request a review. A request must be made within 14 days of the notice of the decision being sent.

To request a review of this decision, you will be required to:

  • log in to your Health Portal account where you made the original application
  • select Reopen this request under your COVID-19 Exemption and Waiver Service account
  • include additional relevant documentation (you can use the eligibility guide above as an example of what documents to include)
  • add a message with any additional information
  • select Send.

The review will only consider the additional information provided in conjunction with the evidence provided in the original application. All additional information must be provided at the time of review submission.

Health Service Portal troubleshooting

The Health Service Portal works best using the Mozilla Firefox or Google Chrome browsers.

Account locked

An account will be locked if an incorrect password is entered 3 times.

If your account has been locked, you should wait 15 minutes before attempting to log in again.

If the password still does not work, you should click Forgot my password on the log in screen and follow the forgotten password process to reset your password.

Forgotten password

If you have forgotten the password used to log in to your Health Service Portal account:

  • select the Click to reset link on the portal landing page
  • enter the email address used to set up your account
  • select submit.

A temporary password will be sent to your email address. When entering the temporary password, you should not copy and paste this from the email, as it will not be accepted.

Once you log in to your Health Service Portal account using the temporary password, you will be prompted to set up a new password for your account. The password must contain 10 characters including one each of:

  • an uppercase letter
  • a number
  • a special character.

Get help to submit an application

Call 134 COVID (134 268) to request assistance to complete your application on the Health Services Portal or to request an email application.

Other options for assistance include:

Support services

Sometimes you may need extra help to get through a difficult time. For free, confidential, independent financial advice visit moneysmart.gov.au or call the national debt helpline on 1800 007 007.

Free additional support and advice for anyone experiencing difficulties is available from the following services:

  • Lifeline - 13 11 14 (24 hours a day, seven days a week)
  • Beyond blue - 1300 22 4636 (24 hours a day, seven days a week)

Complaints

Read about making a complaint or call 134 COVID (13 42 68).

Resources

Download the Financial hardship template (PDF, 1.2 MB) .

Translated information

Arabic (عربي)

Chinese Traditional (繁體中文)

Chinese Simplified (简体中文)

French (français)

Hindi (हिंदी)