Outcomes 9 and 10: Grievance procedures

These outcomes cover how your organisation manages grievances from international students and the resulting complaint process.

Outcome 10 includes complying with the International Student Contract Dispute Resolution Scheme Rules 2016.

The intent

The intent of this outcome is to ensure transparent and effective processes are in place to resolve any grievances students may have.

Resources and examples

Any and all material supplied in this toolbox is or will be supplied as an EXAMPLE ONLY and will not necessarily be appropriate for a signatory's particular circumstances.

All documents used should be approved by a signatory's governing board and independent legal advice should also be sought.

How international students can make a complaint

NZQA suggests giving international students the following information about the complaint process:

If you have a complaint about <name of provider/school> breaching the Education (Pastoral Care of International Students) Code of Practice 2016, follow <name of provider's/school’s> formal complaint process first.

If this does not resolve your complaint, you can contact the New Zealand Qualifications Authority (NZQA) by phone on 0800 697 296 or email qadrisk@nzqa.govt.nz.

Or, if it is a financial or contractual dispute, you can contact iStudent Complaints by phone on 0800 00 66 75. More information is available on the iStudent Complaints website: http://www.istudent.org.nz/istudent-complaints.

NZQA has produced a brochure for international students about the complaints process (PDF, 147KB) (PDF, 120KB). You can distribute this brochure to your students.

Email any suggestions for and contributions to this page to code.enquiries@nzqa.govt.nz.

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