Update on the NZQA complaints process
We are making changes to our internal process for managing concerns from international students about safety and wellbeing under the Code.
Our changes include the decommissioning of the mailbox risk@nzqa.govt.nz for complaints which many of you may have previously included in information given to your learners. Please remove reference to this email address from your materials.
We have updated our website to encourage international students and their families to raise complaints with their school in the first instance.
Other organisations that may be able to help you
Where an international student or their family want to bring their concerns to our attention, they will need to complete a webform available on our website.
Concerns about education providers
Assistance with completing the form may be provided by our Contact Centre, where needed.
School signatories must advise international students that they can also bring their concerns to the attention of NZQA or the dispute resolution scheme operator, Study Complaints (clause 83(2)). Please update any information or policies you give to international students and your staff to ensure that it is correct and up-to-date.
We suggest the following wording:
If you are not satisfied by the outcome of our complaints process, you may notify the New Zealand Qualifications Authority (NZQA). Please refer to the NZQA website for more information on their role and process.
You may also be able to take your complaint to Study Complains – a dispute resolution provider specialising in supporting international students in resolving disputes with their schools. This is a free service for international school learners.
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Te Wiki o Te Reo Māori 2025
Te Wiki o Te Reo Māori (Māori Language Week) will take place from 14-20 September 2025 and this year marks its 50th anniversary.
To learn more about Te Wiki o Te Reo Māori and how you can take part, visit www.reomaori.co.nz (external link).
Code Spotlight: Managing education agents
Approved school signatories starting to enrol international students and considering working with education agents often ask: Do education agents need to register with NZQA?
The answer is no. Education agents, including homestay agents, are not required to register with NZQA. The Code regulates approved Code signatories, not education agents directly.
This means that it is the responsibility of school signatories to ensure that their agents are operating in accordance with the Code and that they have policies or processes to address agent performance and misconduct. Outcome 14 (clause 59) of the Code outlines the requirements for how school signatories manage and monitor their agents.
Some of these include:
- Carrying out reference checks on potential agents.
- Entering a written contract with each agent.
- Terminating contracts if there is evidence of poor performance or non-compliant conduct.
- Ensuring agents have up-to-date information relevant to their duties.
Further guidance
For further guidance or questions, please visit:
You can also contact us at Code.Enquiries@govt.govt.nz.