How to Make a Complaint
Our commitment to fair, prompt, and transparent resolution.
Getting Started: Informal Resolution
Before making a formal complaint, we encourage you to try informal resolution first. This often leads to a quicker and simpler solution.
- First, discuss your concerns with your tutor, programme coordinator, or a student support officer.
- If your concern is not resolved through this discussion, you can then proceed to the more formal options below.
Process Options
| Process | Timeframe | Notes |
|---|---|---|
| Feedback | Anytime | Anonymous; no formal investigation |
| Formal Complaint | Within 10 days of the issue | Requires written submission |
| Assessment Reconsideration | Within 10 days of grade release | For academic results only |
| Appeal | Within 5 days of decision | Must meet specific grounds for appeal |
| External Options | Varies | NZQA, iStudent Complaints, Ombudsman, etc. |
For minor concerns or to provide anonymous input, send an email to [email protected]. Your email will be forwarded to the relevant staff for review.
Use the formal complaint process for significant issues affecting your learning (e.g., unfair treatment, safety concerns). The formal complaint will be acknowledged within 48 hours and investigated within 10 working days.
How to Submit a Formal Complaint
- Seek free and confidential advice from an NZSVET Student Support staff member.
- Record the details on the school’s formal complaint form, available from Student Support or the NZSVET website.
- Submit your completed form via email to [email protected] or as a hard copy. Remember to keep a copy for your records.
Further Information
You may be contacted by NZSVET in writing for additional information if required.
Outcome
You will be notified of the outcome of your complaint in writing.
Appeal
An appeal can be made if you feel dissatisfied with the outcome of the complaint (see the Appeal section below).
For disputed grades, you must submit your reconsideration request within 10 days of the grade's release.
For further discussion, you may also request an appointment with your Programme Coordinator or the Academic Coordinator. If still dissatisfied, you can request a final review by the Academic Coordinator.
An appeal of a formal complaint or assessment decision can be made within 5 days of receiving the decision.
Grounds for appeal include:
- New evidence available
- A flawed process
- An unreasonable decision
Steps:
- Request an appointment with the Programme Coordinator.
- The decision will then be reviewed by NZSVET’s Management team.
- A final decision will be made within 5 working days.
If your issues are not resolved internally, you may take further action. Contact the relevant external agency depending on the type of issue:
- NZQA: For Code of Practice breaches ([email protected]).
- iStudent Complaints: For financial/contractual issues (www.istudent.org.nz).
- Ombudsman: For administrative fairness (www.ombudsman.parliament.nz).
Definitions and Annual Reporting
A. Formal Complaint
A formal expression of dissatisfaction about NZSVET’s services, policies, or staff conduct that requires investigation and written response.
Total Complaints in 2024: 0
B. Critical Incident
An unexpected event that poses a significant risk to learner safety or wellbeing (e.g., medical emergencies, harassment, natural disasters).
Total Incidents in 2024: 0