Our commitment to you

We endeavour to ensure that student complaints are resolved fairly, promptly and through an easy to follow process.  You will be kept informed at each step of the process.

How to make a formal complaint

Before making a formal complaint, take a few moments to read through our Student Complaints Resolution Policy and Student Complaints Resolution Procedures.

Student Complaints Resolution Policy (PDF, 227KB) »
Student Complaints Resolution Procedures (PDF, 232KB) »

Make a complaint

There are two steps to making a complaint:

  1. Download and fill out the Notice of Formal Complaint Form below
  2. Email the form to studentcomplaint@unitec.ac.nz  

Student Notice of Formal Complaint Form (PDF, 140KB) »

We encourage you to seek advice and/or guidance before submitting a formal complaint

How the complaint process works (click to expand) 

Below outlines the process that happens when your complaint is submitted.

From the submission of your complaint:

  1. You will be sent a confirmation email from the Complaints Administrator that your complaint has been received.
  2. An Investigator will be assigned to your complaint and they will introduce themselves to you.  
  3. The Investigator, where possible, will arrange a time to meet with you. You are encouraged to bring a support person with you to this meeting.
  4. The Investigator will look into your complaint and will provide you with updates on their progress.
  5. You will receive the decision about your complaint.
  6.  At this stage, you can either accept the decision or make an appeal.

For timings and further details about the process, please make sure to read the Student Complaints Resolution Procedures.

Not satisfied with the outcome or process (click to expand) 

If you would like to appeal the decision that has been made, fill out the Notice of Appeal form and email it to resolutions@unitec.ac.nz.

Notice of Appeal Form (PDF, KB) »

If you are not satisfied with our formal complaints process, you can raise you concerns with the New Zealand Qualifications Authority (NZQA).

In addition to the above, International Students can also seek the support of iStudent Complaints. An independent dispute resolutions scheme established by the New Zealand Government to encourage swift settlement of contractual and financial disputes between International Students and their education providers. For more information visit their website.

Need advice, support, or guideance?

You may find it helpful to discuss your concerns with one of the following support services before making a complaint:

STUDENT ADVOCATES
Kāhui Tū Kaha are your Student Advocates, a service independent of Unitec that are here to help you. They can provide you with advice and guidance on any academic or personal issues impacting on your studies. For more information on their service, visit the Student Advocates page.

CONCILIATOR
Our Conciliator provides independent, confidential support and advice to students. They can help you resolve any disputes or grievances you may have during your time at Unitec. For more information on their service, visit the Conciliator page.

INTERNATIONAL STUDENT ADVISORS
As an International Student you can seek the support and guidance of your International Student Advisors. You’ll need to make an appointment to see them, visit their page to find out how.

EQUITY AND INCLUSION MANAGER
Our Equity and Inclusion Manager offers confidential help and advice on dealing with behaviour such as unfair treatment; exclusionary behaviour; harassment; bullying or discrimination. For more information, see the Equity and Inclusion page.

STUDENT COUNCIL (Te Kaunihera Akonga o Wairaka)
For further support you can also contact your Student Council, Te Kaunihera Akonga o Wairaka. Connect with your Student Reps, visit the Student Voice page to find out how.

Want to resolve your complaint informally (click to expand) 

We encourage you, wherever possible, to resolve issues before you take the more formal route. You can take a different course of action:

  • You (or your class representative) can take any concerns about your course delivery or assessment of your papers to your Lecturer, Academic Leader, Head of Practice Pathway Group (HoPP), or Dean.
  • You can get a Student Advocate to voice your concerns and/or support you during this informal process.

Additional Information (click to expand)