Focus on the main problem
Take some time to identify:
- the exact issue that you want to complain about and
- what should be done to fix it.
When to write to the provider and when to call them
It’s best to put your complaint in writing, especially if your complaint is complicated.
Ask someone the best person to write or talk to
You can talk to your student support services first to clarify issues, learn more about the education provider’s complaint process or identify the correct person to write to.
You might be able to resolve your complaint just by talking to someone.
Make sure that person can deal with your complaint
If you decide to speak with someone first, ask to speak to the person who deals with your type of complaint.
Tell them your complaint and ask them if they can help and what they intend to do.
Keep detailed records
Make a note of who you spoke to, when you spoke to them, and what was said.
If a discussion does not help, put your complaint in writing
If you’re unsure whether they understood your complaint, or you’re not satisfied with the response you’ve received, put your complaint in writing and keep copies of your correspondence.
Get help to write it down if you are not confident
If you find it difficult to put your concerns in writing, ask a friend, relative, or other support person to help you.
What to include in your complaint
Address your email or letter to the person who is responsible for dealing with your type of complaint, if there is one.
If you don’t know who that is, write to the head of the education provider, such as the chief executive, director, or the board.
Make your point clearly and briefly
Set out your complaint as clearly and briefly as possible.
Stick to the main points and don’t go into too much detail.
You should include:
- Your name and contact details
- Relevant dates, places and times
- A description of the problem, incident or the decision you are complaining about
- Details of any conversations, meetings, or other steps you’ve taken to try and sort out the problem
- Any other information you think is important
- Any relevant documents.
Tell them what you want to happen
After you have explained the problem, tell your education provider what action you think should be taken to resolve it and explain that you are giving them the chance to fix it.
Ask for something that the provider can and might do
Make sure that what you’re asking for is something the provider can do and would not cause further issues. If your request is realistic, you are more likely to get what you ask for.
Ask when you will get an answer
Ask for your complaint to be acknowledged in writing and for the education provider to give you an estimate of how long it will take to deal with your complaint.
If there is any urgency, let the education provider know and explain why.
Keep records of all your communication with the provider
Keep copies of all correspondence you send and receive, and any other important documents or notes, such as details of phone calls.
This will be helpful if you need to make a complaint to NZQA or another external complaint body.
Follow up with the provider
If nothing happens, call your education provider to check on the progress of your complaint.
If there has been no progress, write to the education provider again.
If you cannot sort the problem out after making a reasonable effort to talk to the provider, contact NZQA.