On this page
Making a complaint to a provider
The first step for any complaint is to contact the tertiary provider directly. Every tertiary provider must have a complaints process for students to follow.
If you are unable to resolve the complaint directly
You may be able to take your complaint to the New Zealand Qualifications Authority (NZQA) if you cannot resolve it directly. For complaints that you still cannot resolve, there is a free and independent dispute resolution scheme.
Note that disputes about grades or other academic issues are only handled by the providers.
Make a complaint to NZQA
NZQA monitors the quality of student care and education. The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 sets out the standards tertiary providers must meet.
Contact NZQA if you are unable to resolve a complaint in any of the areas covered by the code directly with the provider. These include:
- student accommodation
- rights as an international learner
- student wellbeing and safety, and
- management at the school or provider.
NZQA will assess the complaint and either investigate your concerns or advise what you can do next.
Dispute resolution scheme
There is a free and independent dispute resolution scheme available for all students studying at a New Zealand tertiary education organisation.
International students attending a New Zealand secondary school can also use the scheme.
Study Complaints | Ngā Amuamu Tauira replaced separate domestic and international dispute resolution schemes that operated before 31 December 2023. The old schemes were:
- Tertiary Education Dispute Resolution (TEDR) for domestic students.
- iStudent for international.
When to use the dispute resolution scheme
You must have followed the education provider's complaints process before raising the complaint through the dispute resolution scheme.
For complaints relating to the pastoral care code, you must have also followed NZQA's complaint process first.
Study Complaints | Ngā Amuamu Tauira can help with:
- financial complaints, for example refunds
- contractual complaints, for example, contracts to study
- redress claims after an NZQA investigation finds there has been a breach of the Pastoral Care Code.
Study Complaints | Ngā Amuamu Tauira
Dispute Resolution Scheme legislation
The Domestic Tertiary Student and International Student Contract Dispute Resolution Scheme rules are set out under New Zealand legislation.
