Make a complaint

If you wish to make a complaint about either an Education Organisation or NZQA please follow the instructions below.

Complaints about Education Organisations

We have processes for handling complaints we receive about education organisations including private training establishments (PTEs), wānanga and institutes of technology and polytechnics (ITPs).

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If you have a complaint about a registered education provider, you should follow the provider's complaints procedure in the first instance.

If the matter is not resolved satisfactorily, you may make a formal complaint in writing through NZQA.

For more information, see Make a complaint about a provider.

Complaints about NZQA

At NZQA we want to provide you with great service. If you are unhappy with the service you have received from NZQA, please let us know so that we can remedy the situation and learn from it. With your feedback we can improve our processes.

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We aim to investigate and resolve all complaints quickly and effectively. The time-frame for complaint resolution and outcome is ten working days, or earlier if possible.

If you have a complaint about NZQA, please let us know by:

  • phone: 04 463 3000 or 0800 697 296
    or
  • post your written complaint:
    NZQA Complaints and Feedback
    P O Box 160
    Wellington 6140
    New Zealand
    or

To help us investigate your complaint fully, please include:

  • your contact details, including name, address and contact numbers
  • a brief description of the complaint, and any steps that have been taken to try to resolve it with NZQA
  • copies of any relevant documents.

If you raise a complaint via phone, we will try to resolve it immediately. If further investigation is required, we will advise you of the estimated time this will take. We will provide you with contact details, in case you would like to check the progress of your complaint.

If you raise a complaint via our website or email, we will acknowledge it within two working days from date of receipt. We may need to contact you to seek clarification or obtain additional information relating to your complaint.

Complaints about tertiary accommodation services

We encourage you to speak up if you have a complaint about your tertiary accommodation services. Students should raise concerns directly with the tertiary organisation they are studying at in the first instance. However, if you are not comfortable approaching your tertiary organisation directly, or believe that concerns you have raised have not been adequately addressed, we urge you to contact the Tertiary Education Commission (TEC).

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Even if the TEC cannot resolve your issue directly, they can provide support and help you direct your complaint to the appropriate place.

You can make a complaint to the TEC by calling their complaints helpline on 0800 601 302 or emailing complaints@tec.govt.nz.

Students are the top priority of NZQA and the TEC, and we are working with all tertiary education organisations to ensure they have effective systems and procedures in place for the pastoral care of students who use their accommodation services.

More information about the TEC’s complaints process can be found at https://www.tec.govt.nz/funding/funding-and-performance/monitoring-tertiary-education-sector/make-a-complaint/.


 

 
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