- Current students
- Under 25s
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.
If you would prefer to provide feedback you can do so on our Student Feedback Page.
Before laying a formal complaint, non-academic or academic, you must first seek to resolve the issue informally. You can do this by discussing your concern with your Lecturer, Programme Co-ordinator, Academic Programme Manager, Head of School or by accessing one of our Student Support Services.
If resolving your complaint fails informally or the outcome is not suitable then you can submit a formal complaint. Please take a few moments to read through the information and procedures below before submitting a formal complaint. You will need to take note of the time limits for submitting complaints which are outlined in the procedures below.
What category is your formal complaint?
Formal complaint (non-academic)
A formal complaint covers any area of concern within a student's Unitec experience that is not an Academic complaint.
Please take a few moments to read through our Student Complaints Resolution Policy and Student Complaints Resolution Procedures.
How to make a formal complaint
Before making a formal complaint, please seek advice from the range of Student Support Services, including the Student Advocate. The team can often assist in reaching a resolution informally.
- Attempt to resolve the issue informally, seek guidance from one of our Student Support Services
- If informal resolution fails (or is not suitable), then within 21 days of the incident, you may choose to make a formal complaint
- Please complete and email the Notice of Formal Complaint Form below.
We encourage you to seek advice and/or guidance before submitting a formal complaint.
How the formal complaint process works
Below outlines the process that happens when your formal complaint is submitted.
From the submission of your formal complaint:
- The Complaints Administrator will send you an email confirming your complaint has been received.
- An Investigator will be assigned to your complaint and they will introduce themselves to you.
- 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.
- The Investigator will look into your complaint and will provide you with updates on their progress.
- You will receive the decision about your complaint.
- 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 Ākonga (student) complaint procedure.
You can make an Academic Complaint if you have reasonable grounds for thinking that you have suffered an academic disadvantage due to decisions related to your:
- Final grade
- The outcome of your Affected Performance Consideration (APC)
- The award of your qualification
- Enrolment in or admission to a Programme or Course
- Progression in a Programme
- Insufficient demonstration of clinical competence leading to a failure of a course
- Exclusion from any coursework or assessment
Please note if you are making an academic complaint you must discuss the issue with relevant academic staff in your school before submitting the academic complaint.
How to make an academic complaint
Follow these steps to make an Academic Complaint:
- Seek guidance from one of our Student Support Services
- Download and fill out the Academic Complaint form (link)
- Supply any additional evidence to support your case
- Email the form to firstname.lastname@example.org, within 21 days of the decision relating to the topic of the complaint
How the academic complaint process works
- You will receive an email acknowledging receipt of the Academic Complaint within 2 working days
- An investigator from outside of your School will introduce themselves to you via email
- You will receive weekly email updates from the Investigator
- You may be asked to a meeting; you may bring a support person
- You should receive a decision within 10 working days
Please ensure you reply to all communications from the assigned investigator within 30 calendar days or your academic complaint may be withdrawn
Not satisfied with the outcome of your complaint?
If you are not satisfied with the outcome of your complaint, you may be able to appeal the decision within 7 working days of receiving the outcome of your complaint if you have grounds to make an appeal.
How to make an appeal
- Seek support from the Student Advocate
- Download and fill out the Notice of Appeal form
- Email the form to email@example.com
Grounds for appealing the decision of your Complaint
You must meet one of the following two grounds for your appeal to be considered:
- There is new relevant information which has an impact on the matter and which was previously unavailable, or
- There was a procedural flaw* in the management of the process relating to the decision the student seeks to appeal
*Procedural flaw is defined as an error or some other issue with the way the complaint was dealt with OR a breach of a prescribed rule or regulation.
Need advice, support, or guidance?
The following sources of support are available to you regardless of which category your complaint falls into:
Student Support Advisors
Student Support Advisors are available to provide guidance and support around informal and formal complaints.
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.
To view all our Policies, visit our Unitec Policies page.