The Code of Practice
As a student, you can expect to receive a high standard of education, and to feel safe and well cared for while you study.
All international learners and tertiary domestic learners are covered by the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code).
The Code sets out how tertiary providers are required to support the health, safety and wellbeing of students.
The Code makes sure the approach to well-being and safety is suitable for a diverse range of learners, providers and communities.
Learn more about the Code of Practice:
On this page
Video transcript
[Upbeat music plays]
[Slide: Know the Code for learner well-being and safety]
[Liam from NZQA and Adibah from National Islamic Youth Association sits outside by the sea]
Liam: The Code sets out the responsibilities of tertiary education providers in promoting and supporting our wellbeing, education and development as domestic tertiary students in Aotearoa New Zealand.
Adibah: The Code has outcomes to support our general pastoral care as students, as well as specific outcomes for those of us living in student accommodation.
[Scene of Oriental Bay, Wellington]
Liam: Our tertiary providers should be helping us to be safe, supported, connected and able to have our say. We should feel safe, both physically and mentally.
Abidah: We should be respected in an inclusive learning environment which is free of racism and discrimination, and be connected with different social and cultural networks.
Liam: We should have a positive and supportive learning and accommodation environment that assists us with our learning and wellbeing.
Abidah: We should be able to have our say in decisions. If you feel like you’re not being supported, or that your tertiary provider is not meeting the Code, then you should talk to your tertiary education provider to
first to try to resolve the matter. And, if you are unhappy with that, then you have every right to contact NZQA.
Liam: Consultation on the new Code is now underway. As students, we are at the centre of our education and this consultation provides us with a real opportunity to have an impact on student wellbeing across Aotearoa New Zealand.
Abidah: Have your say by following the link.
Know the Code
"Our tertiary providers should be helping us to be safe, supported, connected and able to have our say"
Watch the Know the Code overview video to understand your rights as a student.
What to expect from tertiary providers
As an international learner, or a domestic tertiary learner, your provider should help you to be:
- safe, physically and mentally
- respected and accepted for who you are
- supported in your learning and wellbeing
- connected with your social and cultural networks.
In addition, international students can expect that:
- the marketing and promotion information you receive before you enrol is clear, complete and accurate, so you can make a well-informed decision about whether an education provider is the right choice for you
- you will receive enough information and support to help you with your enrolment, including understanding the legal obligations you have, and that you will receive all the proper documentation
- education providers’ agents give you reliable information and act with integrity and professionalism.
“If you need support outside of your institution, NZQA or iStudent complaints can help you”
How to make a complaint
Contact your tertiary provider first to make a complaint. For international students this includes any complaints about the agents your provider uses.
Each provider must have a complaints process in place, and they must tell you what that process is. Follow that process to see if your complaint can be resolved by your provider.
If your complaint is not resolved by your provider
There is a different process for complaints depending on if your complaint is a general one about your provider or if it is a financial or contractual complaint.
Find the relevant form on our web page: