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.
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1
Discuss your concerns directly with your tutor, programme coordinator, or student support officer.
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If the issue remains unresolved, you should 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, you can send an email. Your feedback will be forwarded to the relevant staff for review.
Email: [email protected]
Use the formal complaint process for significant issues affecting your learning (e.g., unfair treatment, safety concerns).
- Acknowledgement: Within 48 hours.
- Investigation: Within 10 working days.
Seek Advice & Get the Form
Contact a Student Support staff member for free, confidential advice. They will provide you with the formal complaint form, which is also available on the NZSVET website.
Submit Your Complaint
Submit your completed form via email or hard copy to a student support staff member. Remember to keep a copy for your own records.
Submission Email: [email protected]
Outcome Notification
You may be contacted for additional information in writing. You will be notified of the final outcome of your complaint in writing.
Right to Appeal
If you are dissatisfied with the outcome, you can make an appeal (see the Appeal section below).
If you wish to dispute a grade, you must submit a reconsideration request within 10 days of the grade's release.
For further discussion, you may request an appointment with your Programme Coordinator or the Academic Coordinator. If you are still dissatisfied, you can request a final review of the assessment decision 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: Information not previously available.
- Flawed Process: The original decision process was not followed correctly.
- Unreasonable Decision: The outcome was not reasonable based on the evidence.
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 and communicated within 5 working days.
If your issues are not resolved internally, you may contact different external agencies depending on the type of issue.
- NZQA: For Code of Practice breaches ([email protected]).
- iStudent Complaints: For financial/contract 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