Complaints, fee protection and withdrawals

Know your rights - as a student at a PTE

As a student in New Zealand, you're also a consumer and you have certain rights.

The New Zealand Qualifications Authority requires registered private training establishments (PTEs) to have policies and systems to ensure that you

receive a quality education in a safe environment
have the right to withdraw early from your course
are able to raise concerns with your PTE or the NZQA
are protected if your PTE closes.

Although registration is not a guarantee, it does mean that your provider meets criteria set by NZQA. This means that NZQA visits your provider to check the quality of the education you receive. This is called a quality audit.

What should I do if I have some concerns about my course or the PTE I attend?

For most students, their education experience is very positive. However, if you have any concerns or issues, you should discuss them with the staff or management of your PTE.

If you feel that the problem has not been dealt with to your satisfaction, you may then make an official complaint to NZQA. This must be made in writing and stated as specifically as possible.

You'll find a complaints kit here.

What happens if I withdraw from a course?

NZQA requires all registered PTEs to have policies and procedures for student withdrawals and refunds. You should have received this information from your PTE before you enrolled.

However, if you simply choose the wrong course, you may find that you won't be able to get your money back.

More information on withdrawals here.

What happens if my PTE closes?

Registered PTEs must have adequate protection of student fees in the event of their insolvency, de-registration by NZQA and/or partial or complete loss of accreditation.

This means that if a course stops before its scheduled completion, you may

be offered re-enrolment in a suitable alternative course (if available) to complete your qualification or National Qualifications Framework credits (or)
get part of your fees refunded for the unfinished part of the course.

More information about protection of student fees (in English and Chinese).

What is my protection under the law?

You are also protected under the

Fair Trading Act - this prohibits misleading and deceptive conduct, false representations and unfair practices
Consumer Guarantees Act - services must be provided with reasonable care and skill and be fit for the purpose

For more information about consumer protection law, see the New Zealand Commerce Commission website: www.comcom.govt.nz

I am an international student - is there anything else I should know?

When students from other countries come to study in New Zealand, it is important that those students are well informed, safe and properly cared for.

If you're an international student, your registered PTE must be a signatory to the Ministry of Education's Code of Practice for the Pastoral Care of International Students.

The Code sets out the minimum standards of advice and care that are expected of providers who enrol international students. The Code applies to care and welfare of students only, and not to academic standards.

The Ministry of Education website has detailed information about the Code.