Student complaints about providers’ compliance with the Code of Practice

Code signatories are required to have formal processes for handling student complaints, and to make sure these processes are accessible to students.

If an international student has a complaint about their provider’s compliance with the Code of Practice, they should try and resolve it by using the internal provider process in the first instance.

If their complaint is not resolved, they can take their complaint to one of the following agencies:

NZQA

NZQA handles all complaints about alleged non-compliance with the Code of Practice, other than financial and contractual disputes.

iStudent Complaints

iStudent Complaints is the appointed operator of the International Student Contract Dispute Resolution Scheme (DRS), which was set up to resolve financial and contractual disputes.

Code signatories are required to comply with the International Student Contract Dispute Resolution Scheme Rules 2016.

Information for students

Information for students about making a complaint about a provider's compliance with the Code of Practice can be found at Student complaints about a provider.

Complaints made before 1 July 2016

The International Education Appeal Authority (IEAA) will finish consideration of all complaints that it received before 1 July 2016, but will not take any new complaints after that date.

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