Concerns about an education provider or agent

Important note
If you are concerned or wish to complain about the quality of the education you are receiving, you should first talk to your education provider.

There will be rules or procedures to follow when making a complaint about education quality.

Academic concerns – university, polytechnic or college of education

Universities, polytechnics and colleges of education have rules and procedures for complaints by students about academic quality or conduct.

If you are not sure where to find a copy of these rules and procedures for grievances, check with the administration office. Usually, these “grievance procedures” will suggest that you first raise your complaint with your lecturer or tutor. Next you may be directed to the head of the department, the dean of the faculty, or to the chief executive or vice chancellor.

If you are not satisfied that your problem or concern has been adequately addressed, you can lay a complaint with the Office of the Ombudsmen. This is a high-level government office, established to review administrative decisions taken by government departments and officials.

You need to have tried all the above steps before contacting the Office of the Ombudsmen.

Further information about the Office of the Ombudsmen is available online at www.ombudsmen.govt.nz.

Academic concerns – primary or secondary school

Every school in New Zealand has its own governing board of trustees, which employs the principal and staff.

The principal is responsible for the day-to-day management of the school on behalf of the board of trustees. You (or your parents) should first speak with the principal about any questions or worries you may have about academic quality. If the response from the principal is not satisfactory, you can contact the board of trustees.

The Education Review Office (ERO) is a New Zealand government agency which regularly evaluates the quality of education in all New Zealand schools. It makes recommendations to schools’ boards of trustees on how they can improve student achievement and it comments on management issues and the school environment. It also reviews how schools handle complaints.

ERO can receive individual complaints if procedures at the school have been followed and you are unsatisfied with the result.

ERO’s reports on individual schools are regularly published and are available online at www.ero.govt.nz.

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Academic concerns – private training establishment or language school

The New Zealand Qualifications Authority (NZQA) is a government agency that monitors the quality of education provided by private training establishments (PTEs), including language schools. The NZQA registers private training establishments if they can prove they are able to provide high quality education and training in a sound and stable learning environment.

Once the schools are registered, the NZQA can approve their courses, providing they meet the standards. Each course must be based on clear and consistent aims, content, outcomes and assessment practices.

If you have a concern or complaint about your private training establishment or language school, you should first raise the problem with the management staff.

If the matter is not resolved, you can then approach the NZQA. The NZQA will investigate your concern or complaint, and inform you of the outcome.

Should you decide to approach the NZQA with your concern or complaint, it should be in writing.

Describe the problem in detail and what attempts have been made to solve it. It is helpful if you can provide copies of any relevant documents. Before the NZQA will investigate your complaint, you need to have attempted to solve the problem with your education provider by communicating directly with its management staff.

You may, however, call the NZQA to discuss the matter before submitting your written complaint.

For advice about complaints, phone the NZQA’s helpline free on: 0800 724 357, or write to:
The Complaints Officer
Approvals, Accreditation and Audit (AAA)
New Zealand Qualifications Authority
PO Box 160
Wellington

or email via the website at www.nzqa.govt.nz.

What to do if you are treated unfairly by an education provider or their agent

New Zealand education providers that enrol international students are guided by a document called the Code of Practice for the Pastoral Care of International Students (known as 'the Code').

The Code sets out minimum standards of advice and care that you can expect from an education provider and their agent.

If you feel that you have been treated unfairly by your education provider or their agent, the Code also has a process you can go through to make a complaint.

Find out more from our section on Code of Practice information for students.