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Matou te fesoasoani e

Faagasologa a le Faaseā Tau A'oa'oga | Ngā Amuamu Tauira.

Ua faatulagaina la matou faagasologa ina ia faamalosia ai tamaiti a'oga ma a'oga ina ia foia vave faafitauli e tula'i mai ma ia malilie faatasi i se mataupu i le mea e mafai ai. O la matou sini ia faamalieina mana'oga o i latou o loo a'otauina i Aotearoa, e ala i le faamautinoa o loo amana'ia o latou leo i le faagasologa ma o loo faamuamua lo latou mana, faasinomaga ma lo latou soifua manuia. Afai e uma ane e lē o malilie uma se tamaitiiti a'oga ma la latou a'oga i se mataupu, e mafai e le Faaseā Tau A'oa'oga | Ngā Amuamu Tauira ona tauaao se faai'uga tau faamasinoga ua laugatasia uma ai.

O se aotelega lenei o le auala e mafai ona matou fesoasoani atu ai:

  • 1. Ia amata

    Matou te taumafai ia iloa atili e faatatau iā te oe ma faatulaga soo se lagolagosua e te ono mana'omia.

    E faigofie lava lou faafesoota'i mai e ala i le:

    • Telefoni - 0800 00 66 75
    • Imeli - help@studycomplaints.org.nz
    • Initaneti – faaaogā la matou pepa e faatumu i luga o le initaneti

    O le a matou siakiina pe e mafai ona matou fesoasoani atu, iloa atili e faatatau iā te oe, tali soo se fesili ma lima ta'ita'iina oe i le faagasologa o le mataupu.

    E mafai ona e faailoa mai ou mana'oga ma ia iloa auala eseese e maua ai le lagolagosua.

    Afai e iai soo se mana'oga faapitoa o loo e mana'omia (mo se faata'ita'iga, gagana, aganuu, fealua'i, mana'oga i lau vaai po o le faalogo) ia faailoa mai iā i matou i le vave e mafai ai ina ia matou faia fetuutuuna'iga talafeagai.

    I totonu o le 10 aso faigaluega talu ona e talanoa mai, matou te ono:

    • Talia - faamautinoa e mafai ona matou fesoasoani atu ma faamatala laasaga e sosoo mai
    • Teena - pe afai e lē mafai ona matou toe fesoasoani atu, e matou te faamatala atu le mafuaaga ua teena ai lau talosaga
    • Fesili atu mo nisi faamatalaga faaopoopo - ina ia fesoasoani ai iā i matou e filifili pe talia pe leai.
    Aim

    Talanoa mai iā i matou

    Sini: E matou te fesoasoani iā te oe e amata e ala i le faalogologo atu, faamatala atu ma faatulaga le lagolagosua mana'omia. Matou te faamautinoa atu pe mafai ona matou te fesoasoani atili atu.

    Not resolved

    E le'i foiaina: I nisi taimi, e matou te ono ave ai lau mataupu i se isi faalapotopotoga lea e mafai ona sili atu la latou fesoasoani mo oe ma afai e te le'i faailoa i la outou a'oga, e matou te faalaeiauina oe ina ia ave tuusa'o muamua lau faaseā iā i latou.

  • 2. Vaifofō vave

    Matou te faailoa i le tou a'oga ma talanoa ma oe.

    Matou te sini ia foia mataupu i le vave e mafai ai.

    O le taimi lava e talia ai, o le a matou:

    • Ia amata ona talanoa ma la outou a'oga
    • Aoao mai ma faasoa atu faamatalaga i le va o oulua uma
    • Ia tuu atu i la outou a'oga se avanoa e foia tuusa'o ai ma oe.

    E mafai foi ona matou fesoasoani i le sa'ilia o se vaifofō e ala i talanoaga:

    • O le a matou fesoasoani i fesoota'iga i le va o oe ma le tou a'oga
    • O le a faaaogā e la matou vaega fesili ina ia fesoasoani iā te oe e faamanino atili faafitauli, mata'itu mataupu e te mana'o e talanoa ai e faatatau i le tou a'oga, ma fesoasoani iā te oe e iloa poo le ā e mafai ona foia ai le faafitauli.
    Aim

    Sini: Ausia se maliega

    Sini: E foia lava e oe ma le tou a'oga le mataupu.

    Not resolved

    E le'i foiaina: I le tele lava o tulaga, o le a matou amata le soālaupulega (laasaga 3). I nisi o tulaga, e matou te ono fautuaina le tuu atu o se faai'uga e laugātasia ai (laasaga 4) pe afai e matou te manatu e lē fetaui se soālaupulega.

  • 3. Soālaupulega

    Galulue faatasi ma taumafai ia malilie faatasi i se mea.

    O le a fesoasoani se tagata o loo soālaupuleina le mataupu iā te oe ma le tou a'oga ina ia iloiloina le faaseā faapea vaifofō.

    E aofia i lenei mea:

    • Se fono e na o oe ma le tagata o le a soālaupuleina le mataupu ma faia foi faapena i le a'oga
    • Faatulagaina sauniuniga mo le soālaupulega ina ia fesoasoani iā te oe e sauniuni ma maua le tele o aogā mai i le soālaupulega
    • Se fono tuufaatasi lea e feiloa'i uma ai tagata, e aofia ai le tagata o loo soālaupuleina le mataupu, ina ia iloilo le faaseā ma vaifofō, galulue ma malilie faatasi i se mea.
    Aim

    Sini: Ausia se maliega

    Sini: Ausia se maliega

    Not resolved

    E le'i foiaina: O le a amata le faai'uga faafaamasinoga e laugatasia ai (laasaga 4).

  • 4. Faai'uga Faafaamasinoga e laugatasia ai

    Matou te iloiloina le faaseā ma faia se faai'uga.

    Afai e lē mafai uma e oulua ma le a'oga ona malilie i se vaifofō, o le a ave le mataupu i le faamasino.

    Afai e mana'omia, o le a faatulaga se feiloa'iga o le mataupu faatasi ma le faamasino ina ia:

    • Iloilo lelei le faafitauli
    • Malilie i laasaga e sosoo mai
    • Faatulaga se taimi.

    O le a fesili atu le faamasino i tagata uma ina ia tauaao mai:

    • Faamatalaga
    • Faamaoniga
    • Folasaga.

    Pe a uma ona iloiloina faamatalaga uma na tauaao mai, ona saunia lea e le faamasino se faai'uga e faatula'i ma. E maua uma e vaega e lua le avanoa e fai atu ai se faamatalaga e tusa ai ma le faai'uga i totonu o le 10 aso faigaluega.

    Ona tauaao mai lea e le faamasino le faai'uga mulimuli. O le a saisaitia ai le a'oga i lenei faai'uga.

    Aim

    Sini: Ua faia se faai'uga

    Sini: O le a tauaao e le faamasino mai i le Faaseā Tau A'oa'oga | Ngā Amuamu Tauira le faai'uga mulimuli.

FAQs

Will the provider know that I have made a complaint?

Yes, if a dispute is accepted by Study Complaints | Ngā Amuamu Tauira in order to work together towards a resolution we will need to inform the education provider. However, we will only contact the provider once we have discussed the complaint with the student and confirmed that we can help.

Who can make a complaint?

Domestic tertiary students and international students, or people acting on their behalf such as parents and guardians, can use this service. This includes students who are currently enrolled, former students and prospective students in the process of enrolling. You can find more information here.

Do I need a lawyer?

No, but you may choose to have a lawyer or support person to assist you if you wish.

What remedies or redress options are possible?

Anything is possible through facilitation and mediation. A student and their education provider can explore options and reach any agreement together.

If the matter goes to adjudication, the adjudicator will decide on whether to uphold the dispute or not. Under the scheme rules, the adjudicator may direct the following remedies:

(a) that the provider make a public acknowledgment and apology that it has committed a breach of the student claimant’s rights or that some other harm has been suffered:

(b) that the provider pay the student claimant an amount not exceeding $200,000 for the damage, loss, or inconvenience suffered (for example, the impact on the student claimant’s health, the duration of the dispute, or attempts to resolve the dispute using the provider’s internal processes) resulting from the dispute as judged by the adjudicator:

(c) that the provider take any other action directed by the adjudicator to remedy the dispute:

(d) that the provider provide any reasonable non-monetary redress for any damage, loss, or inconvenience resulting from the dispute:

(e) that the provider—

  1. review any of its rules, bylaws, or policies relating to the conduct that gave rise to the dispute; or
  2. refrain from continuing or repeating the conduct that has given rise to the dispute; or
  3. take any other appropriate action (other than an action described in subclause (2) to resolve the dispute.

The adjudicator may recommend that the provider establish rules, bylaws, or policies that are aimed at preventing the conduct that gave rise to the dispute.