However if you feel a concern has not been addressed, there is a clear process for you to follow to ensure your complaint will be considered. Support in making a complaint is available from the international student support coordinator or the student advisory service. 

A flowchart summarising this process is included in the Related Downloads section below. 

Concern

A student seeks improvement in a situation where the student considers appropriate standards have not been met. The student perceives that the impact on him/her has not been large and it is likely that resolution can be obtained by direct, informal consultation with the staff concerned. 

Formal Complaint 

An expression of dissatisfaction where the student seeks some form of redress or change in a situation where the student considers that there has been a direct and significant adverse impact on him/her; requires a more formal process of resolution than a concern. The complaint is lodged with NorthTec in writing. Refer to the Student Concerns and Formal Complaints Policy. See the related downloads below for a link to the flowchart summarising this process. Support is available from the Student Advisory Services. 

International Education Appeal Authority (IEAA) 

The IEAA is an independent body established to deal with complaints from international students. The IEAA enforces the standards in the New Zealand Code of Practice for the Pastoral Care of International Students. 

If you have a complaint about pastoral care aspects of advice and services received from NorthTec or from an agent of NorthTec that you have been unable to resolve through the NorthTec Student Concern and Complaints Procedure, you can make a formal complaint to the IEAA. Further details about the IEAA can be found in the Related Downloads section below.