About

We help domestic tertiary learners and international students to resolve disputes with NZ education providers.

    • Domestic tertiary learners

      Our service is open to:

    • Domestic tertiary students

    • Tertiary education providers

      Tertiary education providers are institutions and registered establishments such as:

      • Universities
      • Te Pukenga - Institutes of Technology and Polytechnics 
      • Wānanga
      • Registered Private Training Establishments.

    • People acting on behalf

      A student’s legal guardian can act on their behalf.

      Or with the student’s consent, the following can act on their behalf:

      • parent
      • caregiver
      • family group member.

    • International students

      Our service is open to:

       

    • 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.

      This includes:

      • Current students
      • Former students
      • Prospective students.

    • Education providers

      NZ education providers of any level, including:

      • Primary schools
      • Secondary schools
      • Universities
      • Te Pukenga - Institutes of Technology and Polytechnics 
      • Wānanga
      • Registered Private Training Establishments. 

    • People acting on behalf

      Others who can act on behalf of an international student include:

      • a legal guardian
      • a parent, acting with the student’s consent if the student is 18 years of age or older
      • a caregiver who is (or was) contractually responsible for the student, or a family group member of the student, acting —
        • with the student’s consent; or
        • if the student is under the age of 18 years, with the consent of the student’s parent or legal guardian.

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What are some examples of disputes that you can assist with?

Study Complaints | Ngā Amuamu Tauira can assist financial and contractual disputes, and claims for redress.

Financial disputes involve money, for example:

•           Refunds

•           Fees

•           Claims for compensation

Contractual disputes involve agreements, for example:

•           Contracts to study

•           Accommodation arranged through your provider – such as halls or homestay

•           Changes to study programmes

•           Course closures

Redress claims involve requests for money or actions to set things right after an NZQA investigation finds that there has been a breach of the Code.

Are there any rules?
Can a student make a claim without going through the provider’s complaint process?

Generally, no. If a student has a complaint, they must contact their education provider first. The Code requires that all education providers have an internal complaint process in place.

If you require assistance to raise your complaint with your education provider or if you are not sure who to contact, you are welcome to connect with our team for assistance.

If a student's concerns are not resolved by the provider's internal complaint process, the student can then make a complaint to NZQA for Code breaches or to Study Complaints | Ngā Amuamu Tauira for contractual and financial disputes or claims for redress following an NZQA investigation into a Code breach.

Where else can I get help?

Our Learner guide to complaints shares information on how to make a complaint and who you can contact for independent help.

Here are some other useful links:

You can find more helpful links here.