Print

Quarantine fees and payment

Fees

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

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

Examples of the quarantine fees

Rates
Until 30 June 2021
Rates
From 1 July 2021
1 adult (1 room) $2,800 $3,220
2 adults (1 room) $3,710 $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)
$4,620 $5,040
More details

You may also apply to have the fee waived after you receive the invoice.

Note: any person entering quarantine prior to 1 July 2021 will be charged at the Quarantine fee rates from 1 July 2020—30 June 2021, including meal costs, for the entire quarantine period.

Costs and service inclusions

On arrival at your arranged accommodation, full details will be provided as to Wi-Fi access, laundry facilities etc.

While in mandatory quarantine, you will not be able to use any shared facilities at the hotel (pool, gym etc.) due to the requirement to remain in your room.

The costs are calculated as per the following:

Description

Rates
Until 30 June 2021
Rates
From 1 July 2021

Hotel room (incl. linen service fee)

$135 per room per night

$165 per room per night

Meals

$65 per adult person per day

$32.50 per minor person per day

$0 for a child under 3 years

$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
  • Meal charges will not be reduced or waived

As rooms cannot be cleaned daily by hotel staff, the linen service charge includes:

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

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, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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
  • Meal charges will not be reduced or waived

Invoice information

Your invoice will be sent to your nominated email or home address.

A large quantity of invoices are being processed. Your payment terms will be 30 days from the date the invoice is issued.

Incorrect invoices

Please read through the fees info above. If you are still concerned the amount charged is incorrect, please call 134 COVID (13 42 68) immediately.

An example of an incorrect invoice may be that the address stated on the invoice is incorrect.

Dispute your invoice

Please read through the fee information above. Please note it is not possible to remove specific components or amounts of an invoice that has been issued.

If you are wanting to dispute the invoice, or part thereof, then please do so by applying for a quarantine fee waiver via the online portal.

Payment

Payment is required within 30 days from the date of the invoice.

How to pay

Details of how to pay will appear on your invoice. Payment options include BPAY, BPOINT, Post billpay, Direct deposit.

You can apply for all or part of the quarantine fee to be waived after you receive the invoice. If you have submitted an application for a full or partial fee waiver, the payment terms of the invoice will be paused. Upon receiving an outcome of an application for a quarantine fee waiver and there is an amount owing, then a payment plan can be requested.

Overdue payments of quarantine fees may be referred to a debt collection agency. Upon referral, the debt collection agency will manage queries pertaining to the debt.

Payment plans

If you cannot pay the full quarantine fee by the invoice due date, you can request to enter into a payment plan to repay over time. The time period varies between 6, 12 and 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.

Request a receipt

When you pay using internet banking via BPAY the BPAY receipt is generated by a banking system and a similar scenario occurs with internet payments via direct debit, BPoint or Post BillPay. An invoice plus your own bank records should be enough supporting documentation to make any claims.

Fee waivers

You can apply to have all or part of the quarantine fee waived after you get the invoice. A fee waiver application must be submitted within 30 days from the date of the invoice.

Waivers will be assessed on the following grounds:

  • people who had a confirmed international arrival date into Queensland before midnight on 17 June 2020, even if they arrive after 1 July 2020
  • financial hardship
  • vulnerability
  • other extenuating circumstances.

Eligibility

You may be eligible for a fee waiver under the grounds of financial hardship. When an applicant requests a fee waiver on ground of financial hardship, the decision will be based on the following criteria:

Criteria

Mandatory evidence

Other evidence that may assist

Unemployed

Received Centrelink unemployment benefits

Australian citizen or permanent resident

No more than $30,000^ cash or savings

  • Copy of Queensland Health invoice.
  • Australian birth certificate, citizenship certificate, passport or Visa Entitlement Verification Online, IMMICard documentation
  • Complete bank statements showing transactional data for a three-month period and closing balances totalling less than $30,000^
  • Centrelink statement detailing the benefits received.
  • Financial hardship form (non-mandatory).
  • Letter from charitable organisation regarding loss of employment or inability to provide for basic necessities.
  • Any other relevant documentation to support your application for fee waiver.

Significantly financially impacted by the COVID-19 pandemic

Australian citizen or permanent resident

No more than $10,000^ cash or savings

  • Copy of Queensland Health invoice.
  • Australian birth certificate, citizenship certificate, passport or Visa Entitlement Verification Online, IMMICard documentation
  • Complete bank statements showing transactional data for a three-month period and closing balances totalling less than $10,000^
  • Information detailing the significant impact and evidence to support this assertion.
  • Financial hardship form (non-mandatory).
  • Evidence of receiving JobKeeper payment from Centrelink
  • Bank statements showing a reduction of income, essential spending and reduced savings.
  • If coming from overseas, documentation of excessive costs to relocated back to Australia.
  • Evidence to demonstrate loss of a business entity, home or possessions due to COVID 19.
  • Statutory declaration.
  • Any other relevant documentation to support your application for fee waiver.

^ per adult identified on the quarantine fee waiver application

The financial hardship template has been developed to assist you with completing your application – please note this is a guide only and not mandatory.

You may be able to request of 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), who does not meet the criteria for financial hardship, may apply for a waiver on the grounds of vulnerability. To meet this criterion a person must demonstrate how the vulnerability affects their ability to meet their financial obligations.

Due to the nature of these grounds, the following are examples of where vulnerability may be considered grounds for a quarantine fee waiver:

  • a person identifying as a refugee and/or the application is based on humanitarian reasons
  • a person with serious chronic illnesses/disability who is not able to take care of themselves or their health is adversely impacted by being in quarantine in a government mandated hotel
  • a person who is unable to protect themselves against harm or exploitation by reason of age, illness, trauma, or disability or any other reason
  • people escaping domestic, family or sexual violence
  • a person performing the role of a carer for a person who may be considered as vulnerable.

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

  • copy of Queensland Health invoice
  • statement of reasons.

Other evidence that might be relevant, depending on the unique circumstances, are:

  • visas
  • Centrelink documentation
  • police reports
  • birth certificate.
  • statutory declaration
  • medical records / letter from doctor
  • letter from registered Domestic and Family Violience (DFV) provider.

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

When applying on these grounds, you should provide the following evidence:

  • 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 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.

Other evidence can be submitted at the discretion of the applicant.

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 needs to 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 any exemptions you have applied for relating to your quarantine
    • 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.

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 refused, payment will be due within 14 days of the notice of the decision being received.

What’s happening with my application?

A large volume of fee waiver applications have been submitted. If any additional information is required to progress your application, we will contact you.

To follow up on your request, you can:

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.

To request a review of this decision, you can:

  • access the COVID-19 Exemption and Waiver Service
  • log in to your account
  • select Reopen this request under your COVID-19 Exemption and Waiver Service account
  • add a message to the request
  • select Send.

A request for review must be made within 14 days of the notice of the decision being sent.

If there is additional information that can be provided to support your application, this should be included.

COVID-19 Exemption and Waiver Service portal—troubleshooting

The COVID-19 Exemption and Waiver Service 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 COVID-19 Exemption and Waiver Service 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 COVID-19 Exemption and Waiver Service 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 a paper form to be posted to your address.

Other options for assistance:

Check the progress of an 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. We will contact you if additional information is required.

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.

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

Financial hardship template

Translated information

Arabic (عربي)

Chinese Traditional (繁體中文)

Chinese Simplified (简体中文)

French (français)

Hindi (हिंदी)

Questions and answers about quarantine fees and payments

Questions about finance

How much will quarantine cost? / How were the fees decided?

#costs

The government has worked with the hotel industry to ensure a range of suitable accommodation is available across Queensland for quarantine purposes. The government will continue to fund 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.

The costs are calculated as per the following:

Description

Rates
Until 30 June 2021
Rates
From 1 July 2021

Hotel room (incl. linen service fee)

$135 per room per night

$165 per room per night

Meals

$65 per adult person per day

$32.50 per minor person per day

$0 for a child under 3 years

$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
  • Meal charges will not be reduced or waived

Examples of the quarantine fees:

Description

Rates
Until 30 June 2021
Rates
From 1 July 2021

Fee for 1 adult

Hotel room, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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, including linen service fee

$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 total

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

$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
  • Meal charges will not be reduced or waived

When is the quarantine fee payable?

At the end of your quarantine period, an invoice for the fee will be sent to your nominated email or postal address. Payment is required within 30 days of the invoice date. If you have applied to have the fee waived, and your application is refused, then payment is due within 14 days after you receive a notice of the decision.

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)
  • Beyondblue – 1300 22 4636 (24 hours a day, seven days a week)

Are there payment plans available?

Yes. If you cannot pay the full quarantine fee by the invoice due date, you can enter into a payment plan to repay over time. The time period varies between 6, 12 and 18 months depending on the invoice balance.

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

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

Will my travel insurance cover the quarantine fee?

Please contact your travel insurance company directly for more information.