International Learner Concerns and Complaints

This policy outlines how Paparoa Street School meets the requirements of Code Outcomes 13, 15, 17, 21, and 22.

Paparoa Street School has fair and transparent processes to resolve concerns and complaints. See Concerns and Complaints Policy.

International learners and their families are given information about the internal and external procedures available to them before they sign an enrolment contract. We provide these procedures in the enrolment contract. Information about how to raise concerns and complaints is also available to international learners and their families throughout their enrolment, and we remind them about these procedures as needed. Raising a concern or complaint will not affect the immigration status of learners.

If our school uses an agent, we ensure they are also aware of our concerns and complaints procedures and the external complaint procedures available.

Parents and guardians can act on behalf of an international learner under 18 years, or with the consent of the learner if they are over 18. Caregivers who are (or were) contractually responsible for the learner, and family group members, can also act on behalf of an international learner, with the consent of the learner.

Concerns or complaints should be raised with the kura in the first instance. Anyone with a concern or complaint may seek advice or support.

Internal procedures

We encourage international learners and their parents, caregivers, or guardians, to raise concerns and complaints early. Our international learner support kaimahi are available to help with our internal procedures.

Anyone who has a concern or complaint should raise it as soon as possible with an appropriate person at the kura (e.g. international learner coordinator). If this is not appropriate or there is no kaimahi directly involved, concerns or complaints may be raised with another relevant kaimahi (e.g. a kaimahi in charge of a programme, a member of the kaiārahi matua, the tumuaki). See Raising Concerns and Complaints.

We keep records of all concerns and complaints raised by international learners and/or their parents/caregivers so that we can continually review and improve our processes. See International Learners Review.

External procedures

After following our internal procedures, an international learner and/or their parents, caregivers, or guardians may raise a concern or complaint externally if they feel it has not been effectively addressed by the kura.

Concerns about the quality of education or the safety and wellbeing of international learners can be reported to NZQA. NZQA assesses the concern and may choose to investigate it, but they are not a dispute resolution service. See Concerns about education providers (NZQA).
Concerns about financial matters (e.g. refund) or contractual matters (e.g. enrolment contract) can be raised with Study Complaints. See Make a complaint (Study Complaints).
- Study Complaints complies with Dispute Resolution Scheme rules to settle disputes. We ensure that appropriate school kaimahi are familiar with the Dispute Resolution Scheme rules and comply with those rules if an international learner dispute is accepted by Study Complaints. This involves working towards a mutually agreed solution through negotiation, mediation, and adjudication, and providing information when requested, as appropriate. Failure to comply with the rules is a breach of the Code of Practice and may result in sanctions. We ensure that the poari matua is kept informed of any such situations and we may seek legal advice.
  The Dispute Resolution Scheme helps international learners and/or their parents, caregivers, or guardians to resolve disputes if they feel a complaint has not been effectively addressed by the school.
  
  The rules of the scheme are outlined in the Education (Domestic Tertiary Student and International Student Contract Dispute Resolution Scheme) Rules 2023.
  
  Study Complaints is the service that resolves disputes under this scheme. Study Complaints is funded by the Ministry of Education and is administered by the Crown-owned dispute resolution service, Fair Way Resolution Limited.
  
  See Study complaints | Ngā amuamu tauira
Concerns may also be raised with other external bodies, as appropriate. See Other organisations that may be able to help you (NZQA).

Topic Number: 14838	Last Modified Date: 01/10/2025 13:10:32
Topic Version: 1	Published Date: 30/01/2026

Last review	Term 4 2024
Topic type	Core