- Adjudication
- Adjudication is when we consider the dispute and make a decision, based on submissions by the student and education provider.
- Adjudicator
- A person who reviews the information provided, considers the dispute and makes decisions.
- Binding decision
- A binding decision means the parties must follow or stick to the decision made.
- Code
- The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021.
- Complaint process
- The path that a complaint follows from when the complaint is made to its resolution.
- Dispute
- A disagreement.
- Dispute resolution
- Processes used to resolve disputes. Dispute resolution processes include facilitation, mediation, and adjudication.
- Facilitation
- Facilitation is where we assist with communication and can include negotiating a settlement between you and your provider.
- Final decision
- This is a decision made by the adjudicator at the end of the complaints process.
- International students
- An international student is someone who comes from overseas to study in a registered school, institution or registered establishment and is not a New Zealand resident or citizen.
- Mediation
- Mediation is a voluntary process where the parties in conflict are encouraged by the mediator to understand each other’s perspectives, talk through the issues, identify their mutual interests, develop realistic options, and find a solution that the parties can agree to. Mediation can be a face-to-face meeting between the parties and the mediator, but can also be done over the telephone, or online. Sometimes the mediation may occur over a series of meetings.
- Provider
A provider means a person or body that is,—
(i) in respect of international students, a registered school, an institution, or a registered establishment; or
(ii) in respect of domestic tertiary students, an institution or a registered establishment
- Proposed decision
- Before making a final decision, the adjudicator must provide a proposed decision to all parties, giving 10 business days to comment or provide additional submissions. This proposed decision is is subject to change by the adjudicator following consideration of additional information provided.
- Redress claim
- A claim for redress is a request for money or actions to set things right when a student has suffered any loss or harm as a result of a breach by a provider or signatory provider of a code issued under section 534 of the Education Act 2020. A dispute involving a claim for redress would follow an NZQA investigation.