Critical incident notifications
School signatories often have robust and effective policies and processes that enable them to support the distinct wellbeing and safety needs of their international learners. This helps school signatories ensure their international learners are safe and well so that they can have a memorable education experience while studying in New Zealand.
At times there may be instances where the wellbeing and safety of an international learner may be severely impacted by circumstances beyond a school signatory’s control. While it might not be feasible for a school signatory to eliminate every risk to an international learner’s wellbeing and safety while enrolled in study, it is their responsibility to ensure that they provide a safe study environment, adequate support, and, as far as practicable, ensure that international school learners live in a safe environment.
Where incidents arise in which a school signatory has reasonable grounds to believe that there is a serious issue relating to an international learner’s health, safety or wellbeing (referred to as a ‘learner at risk’ under the Code), they must ensure that:
- there are appropriate measures in place to address the needs and issues of these international learners
- the parent or legal guardian of the international learner is aware of any situation where the learner is at risk, and
- where appropriate and in compliance with the Privacy Act 2020, these issues are reported to relevant agencies and to NZQA as the Code administrator.
NZQA is not an emergency response service. Our role in these instances is to ensure that the affected learner is safe and well, and that the school signatory has the appropriate support to enable them to respond to the situation effectively and consistent with the Code’s requirements.
We encourage school signatories to regularly review their policies and processes in relation to the safety and wellbeing of international school learners (Outcome 18) so that they are up-to-date and fit-for-purpose. We also encourage school signatories to ensure that notifying NZQA of critical incidents in which an international school learner may be considered to be at risk is incorporated into their processes.
We have resources available to support school signatories in responding to critical incidents and emergencies on our website.
Critical incidents and emergencies
The Ministry of Education also has resources on responding to traumatic incidents that may be helpful.
Respond at school to an emergency or traumatic incident (external link) (external link) - Ministry of Education
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Upcoming Code webinars
We will run our suite of Code webinars beginning July 2026 through the remainder of the year. Our webinars aim to support school signatories’ understandings of the Code and to support provider capability where needed.
View and register for our upcoming webinars
Our webinars are free for school signatories and meant to complement the ongoing training and resources tailored to staff roles provided by an organisation.
If there are any Code-related topics you would like to see as a webinar, please email us at spc@nzqa.govt.nz.
Code Spotlight: Managing education agents
Education agents play an important role in upholding New Zealand’s reputation of being a safe, high-quality education destination for international learners. They are also a key partner in a signatory’s learner wellbeing and safety system. Education agents—including subcontracted agents—may support various aspects of an international learner’s enrolment and study on behalf of a New Zealand education provider.
Education agents are not required to register with NZQA. The Code regulates education providers, not education agents directly. This means that approved school signatories are responsible for effectively managing and monitoring the performance and conduct of education agents in relation to learner wellbeing and safety. Outcome 14 (clause 58) of the Code outlines the required policies and processes education providers need to have in place to 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
We are seeing increases in concerns related to the conduct and behaviour of education agents raised to us by learners, providers and other government agencies. We encourage school signatories to regularly review their policies and processes to ensure they are fit-for-purpose and inform us of any known or suspected misconduct or behaviour by their agents. School signatories may also be notified of agent misconduct by government agencies such as Immigration New Zealand. NZQA may follow up with providers where necessary.
If you have concerns regarding the conduct of education agents that you would like to report to us, you can do so by filling out a form on our website. While we may be limited in the action we can take to address agent misconduct, the information shared with us can help us identify systemic issues across the sector.
Raise a concern about education providers
For further guidance or questions, see:
Education New Zealand also has helpful information for prospective international learners on ensuring education agents have a comprehensive understanding of the various aspects of studying and living in New Zealand.
Find the right education agent for you (external link) (external link) - Education New Zealand