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—
- review any of its rules, bylaws, or policies relating to the conduct that gave rise to the dispute; or
- refrain from continuing or repeating the conduct that has given rise to the dispute; or
- 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.