Learner complaints are multi-dimensional. Managing them and working through the complexities that arise through the process can be a challenging endeavour for providers.
While the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 outlines requirements for education providers to effectively respond to and process learner complaints, to be able to manage them effectively, we need to see the full picture. The key is conversation.
A collaborative workshop
NZQA and the dispute resolution scheme operator, Study Complaints| Ngā Amuamu Tauira, have partnered together to deliver a workshop that explores how education providers can take their learner complaints policies as required under the Code and use them to support a robust, responsive learner complaints process across an organisation.
Who is the workshop for?
This is an interactive workshop and is suited for key staff working in tertiary education responsible for the management and handling of learner complaints.
The number of attendees for this session is limited. Attendees are strongly encouraged to participate throughout the session.
This workshop is meant to complement the ongoing training and resources tailored to staff roles provided by an organisation as outlined under clause 10(2) of the Code.