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What to expect when you’re studying
Study can be challenging – especially when you’re living in an unfamiliar place or are new to New Zealand.
As a student, you can expect to receive a high standard of education, and to feel safe and well cared for while you study.
- All international learners and tertiary domestic learners are covered by the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code)
The Code sets out how education providers are required to support the health, safety and wellbeing of students.
The Code has a principles-based approach that acknowledges the diversity of students, providers and their communities, and that there cannot be a ‘one size fits all’ approach to learner wellbeing and safety.
What you can expect
As an international learner, or a domestic tertiary learner, your provider should help you to be:
- safe, physically and mentally
- respected and accepted for who you are
- supported in your learning and wellbeing
- connected with your social and cultural networks.
In addition, international students can expect that:
- the marketing and promotion information you receive before you enrol is clear, complete and accurate, so you can make a well-informed decision about whether an education provider is the right choice for you
- you will receive enough information and support to help you with your enrolment, including understanding the legal obligations you have, and that you will receive all the proper documentation
- education providers’ agents give you reliable information and act with integrity and professionalism.
More information for international students
NZQA will shortly be releasing summaries of the Code in different languages for international students.
Complaints
Your education provider is your first point of contact for any complaint you have. For students travelling from other countries, this includes any complaint about the agents your provider uses.
Each provider must have a complaints process in place for you to go through, and they must tell you what that process is. Follow that process to see if your complaint can be resolved by your provider.
If your education provider has not resolved your complaint, you can contact the following organisations:
Domestic tertiary students
- If your complaint is about contracts or money, please contact Tertiary Education Disputes Resolution
- If your complaint is about something else, please contact NZQA.
International students
- If your complaint is about contracts or money, please contact iStudent Complaints
- If your complaint is about something else, please contact NZQA.
If you are in doubt about who to contact, you can contact NZQA. NZQA is a government organisation, who can provide an independent assessment of your complaint and will either investigate your concerns or explain what you can do next.
You can contact NZQA through this form, or send an email to code.enquiries@nzqa.govt.nz
If you need more information on the complaints process, contact NZQA on 0800 697 296.