Make a complaint about a provider

If you have a complaint about a registered education provider, you should use the provider's procedure in the first instance. If the matter is not resolved satisfactorily, you may lodge a formal complaint in writing through NZQA.

What can I complain to NZQA about?

What can’t I complain to NZQA about?

course information entry and selection procedures enrolment procedures information or procedures for financial matters (PTEs only) staff qualifications or skills student support and guidance programme content, structure or delivery equipment and teaching resources assessment processes and information management practices (PTEs only)

an event that took place more than six months ago unless the complainant has been actively pursuing the complaint with the provider since it occurred training or education delivered by universities appeal of an assessment result – you should follow the provider’s appeals procedure the private lives of those involved with education and training issues currently under investigation or where a ruling has already been made by a disputes tribunal MSD matters, eg loans and allowances Tertiary Education Commission (TEC) matters, eg course related costs, travel allowances

NZQA will automatically investigate any allegation that:

• involves issues of student safety or welfare, or
• concerns the possible mismanagement of student fees (PTEs only).

Make a formal complaint about a provider

To make a complaint about a provider:

1. Download the Formal complaint form (PDF, 31KB)
2. Send your completed complaint form to:
   The Complaints Officer
   Quality Assurance Division
   P O Box 160
   Wellington 6140

or

complete the online form

If you need more information on the complaints process contact us on 0800 697 296.

What happens next?

Complaints about providers are handled by the Quality Assurance Division (QAD) of NZQA. When a complaint is received the information provided is first verified and confirmed to establish that a complaint actually exists. This might be in the form of a signed complaint form or some type of verifiable independent evidence. We will then contact the provider to explain the nature of the complaint and ask for a response. Throughout the investigation both parties will be kept fully informed.

Will the provider know that I have made a complaint?

Generally, yes.  In order to make a fair decision NZQA writes to the provider to inform it that a formal complaint has been made once the information provided has been verified. The letter includes a summary of the complaint and states who made the complaint. The provider is asked to respond. This helps NZQA look at the complaint with information from all parties and make a balanced decision.

Occasionally, there are circumstances where a complainant feels there may be repercussions if the provider is given his or her name. If you want your name to be confidential, then you must indicate this in the Formal Complaint Form. Please note that NZQA does not investigate anonymous complaints.

What happens if NZQA upholds my complaint?

If NZQA’s investigation shows that the provider’s policies and procedures have not been followed or that they were not applied fairly, you can use the information from the investigation to try to reach a solution with the provider. If that is not possible, you can try other avenues, such as the Disputes Tribunal, Commerce Commission or the courts.

NZQA does not get directly involved in negotiations between you and the provider for issues such as refunds or other forms of compensation.
However, NZQA can require that the provider take certain actions in accordance with the legislation.

Complaints relating to education provided to international students

The Code of Practice for the Pastoral Care of International Students describes the procedure for lodging a complaint if a complainant feels the code has been breached. For further information go, in the first instance, to the Ministry of Education website www.minedu.govt.nz The Ministry of Education may refer complaints about providers for NZQA to investigate.

Complaints relating to Institutes of technology and polytechnics and other public providers

You may contact the Ombudsmen to make a complaint about any tertiary education organisations which are government owned.