Managing and monitoring education agents
It is important that New Zealand provides international learners with a quality education through an experience that meets and exceeds their expectations.
Education agents play a key role in achieving this goal, as they are often the first point of contact with international learners and families.
Tertiary education providers play a vital role by effectively managing and monitoring their education agents, a responsibility outlined in Process 2 of Outcome 9 of the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code).
Requirements under the Code
Under the Code, signatories must meet the following minimum process requirements:
- carry out and record reference checks on potential education agents
- enter into a written contract with each education agent
- terminate contracts if there is evidence suggesting poor or non-compliant education agent conduct (as defined in Clause 38 (d)(a) and (b) of the Code)
- ensure that education agents have up-to-date information relevant to their duties.
On this page
Understanding outcome 9 of the Code
Outcome 9: Prospective international tertiary learners are well informed
Signatories ensure that prospective international tertiary learners receive clear, accessible, accurate and sufficient information, and make informed choices about the study and services a signatory provides before they begin their study.
Process 2: Managing and monitoring education agents
Signatories must have practices for effectively managing and monitoring the performance and conduct of education agents in relation to learner safety and wellbeing under this code.
The intent of outcome 9
The intent of this outcome and process is to ensure that education agents always act with the utmost integrity and are clear about their obligations, and that you have robust management and monitoring procedures that ensure education agents provide international learners and their families with the best possible information and support.
This means that your policies and processes must include education agent monitoring activities as well as the appropriate interim actions you will take should you discover misconduct by an education agent that is not serious enough to warrant contract termination, but nonetheless still requires management and a remedial response.
It is important to keep the intent of the outcome and process in mind when contracting, supporting, and monitoring your education agents.
Guidance on managing education agents
Read our guide for some recommendations for practice that may assist your organisation to meet or exceed Outcome 9 of the Code.
These recommendations are not requirements, but suggestions for practice gathered from a range of provider types across different sectors.
It is important to note that every organisation is different and there is no one size fits all.
'Good practice' may look different in each organisation, depending on the markets, education agents, and learners involved.
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