Australia’s Palestinian community is demanding answers after a dentistry student was struck by shrapnel in the Israeli-occupied West Bank.

Ranem Abu Izneid, 20, was studying in her room on 15 November at Al Quds University in Abu Dis, east of Jerusalem, when she heard gunshots.

The Australian citizen said bullets fired by Israeli forces penetrated the window frame and she was hit by shrapnel, causing severe injuries to her right eye, neck and chest.

“I was at home minding my own business,” Abu Izneid said from a Melbourne hospital bed on Sunday in a video supplied by the Palestinian Australian New Zealand Medical Association.

She said she had suffered mental trauma, remained in physical pain from her eye and was facing many surgeries.

“My life has been flipped upside down,” Abu Izneid said.

“I’ve lost my right eye and I can’t see.”

An Israel Border Police spokesperson confirmed officers entered Abu Dis that same day to rescue a citizen who was allegedly under attack.

“Rioters at the place threw rocks and marble slates on the forces from the roofs of homes and, in that way, endangered their lives,” the spokesperson told the ABC.

“In response, the forces responded with live fire in order to neutralise the danger.”

But the ABC reported the border police had not accepted responsibility for Abu Izneid’s injuries.

The Israel Defense Forces has been contacted for comment.

Abu Izneid was evacuated to Jordan after receiving initial hospital treatment in Jerusalem, and arrived in Melbourne on Sunday for more comprehensive care.

She is calling on the Australian government to support her recovery so she can regain her vision and continue her dentistry studies.

“I want to be me again … I want to be able to see again, I want to be able to achieve my dreams again,” Abu Izneid said.

“I want a transparent, full investigation on this situation.

“I am grateful for the help that I got from the Australian embassies, but it’s not enough.”

The Australia Palestine Advocacy Network described Israeli forces’ actions as reckless and demanded unequivocal condemnation and immediate action from the Australian government.

“This heinous attack exposes the grim reality of living under Israel’s illegal occupation, where even the sanctity of a student’s home offers no protection from state-sanctioned brutality,” network president Nasser Mashni said.

The foreign minister Penny Wong’s office has been contacted for comment.

The Department of Foreign Affairs and Trade said it provided consular assistance to Abu Izneid in the West Bank and rejected criticism of its handling of the case.

“The Australian government is seeking further information about the circumstances of the incident,” a spokesperson said.

“Consular staff cannot provide medical services or medications, pay for medical costs or query treatment regimens on behalf of Australians overseas.”

On Monday, the Victorian premier, Jacinta Allan, said the state government had reached out through the local Palestinian community to provide support to Abu Izneid and her family.

The Australian government’s official travel advice, last updated on 15 November, warns residents not to travel to the West Bank, except for East Jerusalem, describing the security situation as unpredictable.

“If you’re in the West Bank during military action or civil unrest, stay in a safe place indoors and away from windows,” it reads.