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Complaints Procedure

Should you (as a Student) have any complaints or concerns during the course of your study with Academy it is important that you follow the correct procedure in bringing the complaint to our attention and having the matter heard and dealt with to a satisfactory and proper end for all concerned. If you are not satisfied with the internal process at any stage or you feel the complaints process has not served your welfare then you should contact the New Zealand Qualifications Authority.

The following is an extract from the New Zealand Qualifications Authority’s web site. You can find this page at: http://www.nzqa.govt.nz/for-learners/complaints.html

The New Zealand Qualifications Authority (NZQA) has a process for complaints about providers. People who have a complaint about a NZQA registered provider are advised in the first instance, to raise the matter with the provider’s management. If the matter is not resolved satisfactorily, they may approach the Authority.

Complaints about providers are handled by Approvals, Accreditation and Audit (AAA). A Complaints Kit for formal complaints about providers can be downloaded from the document below or requested in hard copy from AAA.

The Complaints Kit explains when and how to lodge a formal complaint with AAA. For further information about complaints contact:

The Complaints Officer
Approvals, Accreditation and Audit (AAA)
New Zealand Qualifications Authority
PO Box 160
Wellington

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Alternatively: email Provider complaints at providercomplaints@nzqa.govt.nz

or phone: 0800 697 296

You also have the right to take your complaint to the International Education Appeal Authority (IEAA), at the address below. 

International Education Appeal Authority

c/o Ministry of Education,

PO Box 1666,

Wellington,

New Zealand.

Complaints

1. Our Definition Of Complaints

1.1. Any single, repetitious or group of events, actions or circumstances that you feel:

1.1.1. Puts you at a disadvantage with respect to other students

1.1.2. Diminishes, disadvantages or restricts your opportunity to study

1.1.3. Puts you and/or other students at risk of mental and/or physical distress and/or injury.

1.2. Any policies, practices or procedures of the college that you feel:

1.2.1. Are not fair and equitable

1.2.2. Are applied unfairly or without just cause

1.3. Any action taken and/or policy decision enforced that you wish to:

1.3.1. Contest or challenge

1.3.2. Have reviewed by an independent third party

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2. Summary Issues

2.1. The first step in any complaint is to meet with your immediate contact representing the Academy. This may be your Facilitator or College Manager.

2.2. If you are not satisfied with the outcome from discussing your complaint with your Facilitator or college Manager you may request the matter be taken up by the Directors of Academy. You also have the right to contact the New Zealand Qualifications Authority.

2.3. If you are not satisfied after exhausting all internal avenues for resolution you may request that an independent mediator take up the matter.

2.4. If you are not satisfied with the outcome after an independent mediator has dealt with the matter you may refer the matter to any external avenue for dealing with such issues.

2.5. No part of this policy or the procedures, by intent or omission, is designed to negate or be in contravention of any legislation.

2.6. At no time is this policy intended to be the only process for hearing serious matters or matters that are better dealt with by external proceedings. The onus is on all parties to refer any such matters of a serious nature that transgress any legislation.

2.7. At all stages of the internal complaint process you are entitled to have sup port and/or representation on your behalf. Any cost associated with such support and/or representation will be the sole liability of the person retaining such support and/or Advisors and no claim whatsoever will be entertained against the Academy, its franchisees and or licensees, or any other subsidiary of any nature or kind, or any other of its staff or agents for the cost of such support and/or Advisors.

3. The process for handling complaints is in three stages

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3.1. Bringing A Matter To Our Attention

3.1.1. You are entitled to raise the complaint with any member of staff employed by the Academy or to have your designated nominee raise the matter for you or on your behalf.

3.1.2. We encourage you to support your complaint in writing, however in any event the Academy will acknowledge your complaint if it is not in writing but reserves the right to record, in writing, details of your complaint and have you sign it for factual accuracy. The written summary will include the Academy’s understanding of facts as presented to them to ensure that a clear understanding is shared by all parties as to what the facts of the complaint are.

3.2. When lodging a complaint you should advise us of.

3.2.1. Specific and accurate details relating to your complaint

3.2.2. What you would like to see done about the matter to your satisfaction

3.2.3. Any third party support you would like to represent you or accompany you

3.3. Having The Matter Heard 

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3.3.1. For matters you determine to be of a minor nature, you may wish to have the Academy respond to your complaint at the time of bringing the complaint to notice. In all minor complaint cases the Academy is desirous of a prompt and effective response to mutual satisfaction.

3.3.2. In all matters it is important that you make it clear to the Academy what it is that you want to be done to resolve the matter.

3.3.3. For matters you consider to be of a more grievous or serious nature it may be necessary to allow more time to assess all the facts. In any case the Academy will give immediate consideration to your complaint and make acknowledgment and/or take action as appropriate. In the case of more serious and/or complex matters you will be notified as soon as practicable about:  

3.3.3.1. What the Academy proposes to do about your complaint

3.3.3.2. What if any external agencies the complaint has been referred to

3.3.3.3. When any meeting or mediation is proposed

3.3.3.4. Who will be dealing with your complaint for the Academy

3.3.3.5. What, if any, further details are required of you.