Ākonga complaints procedure
Effective April 2023
1. Purpose
The purpose of this procedure is to outline how to raise, investigate and resolve formal complaints at Unitec in accordance
with the Ākonga Concerns and Complaints Policy (PDF,181KB).
2. Scope
3. Support and Advocacy
The following support services are available to assist ākonga with providing advice and support during the complaints process:
a) Student Support Advisors
b) International Student Support Services
c) Student Advocate
d) Student Council
e) Pae Arahi
f) Marae team
g) The Pacific Centre
h) Unitec Pathways College
i) External support e.g., Citizens Advice Bureau
4. Resolving a concern informally
In many circumstances using informal channels such as raising the issue with the other relevant party directly or asking a kaimahi for assistance, may lead to a satisfactory outcome sooner. Refer to the Guidelines for resolving complaints informally for further information.
5. Formal complaints process
6. Raising and receiving a formal complaint
7. Investigating a complaint
8. Resolving a complaint
9. Appealing a decision made under section 8
10. Further information
11. Definitions
Complainant: Ākonga making a formal complaint. Where a group of ākonga lodges a complaint, the group must nominate one member of the group as the Complainant who will receive all communications on behalf of the group.
Respondent: The person or corporate entity who or which is the subject of the formal complaint.
Ākonga: A (current, past, and future) domestic tertiary learner, international tertiary learner, or industry trainee or apprentice. A person who is involved in learning and/or assessment (at an education and training provider or in the workplace, etc.). Alternatives:
- Ākonga Māori | Māori learner.
- Ākonga nō Aotearoa | Domestic learner.
- Ākonga nō tāwāhi | International learner.
- Ākonga nō Te Moana-nui-a-Kiwa | Pacific learner.
- Ākonga Whai Kaha | Disabled learner.
Executive or relevant manager: The person who receives the Notice of Complaint, delegates to an Investigator and makes a decision in relation to the complaint.
- If the complaint is about academic matters (other than academic grade decisions) it is the relevant Head of School (HoS)
- If the complaint is about a service, it is the relevant Service Group manager
- If the complaint is about another ākonga, it is the HoS of the programme in which the Respondent is enrolled
- If the complaint is about a kaimahi it is the kaimahi’s Head of School or relevant manager
Investigator: The relevant member of kaimahi designated to investigate the complaint and provide the findings of the investigation to the Executive or manager to make a decision.
All Parties: All parties involved in the complaint such as the Complainant, Student Advocates, Student President, Legal Counsel, Student Complaints Officer (studentcomplaint@unitec.ac.nz), Respondent, Investigator, International Student Support Services, People and Culture Business Partner, and the Executive or relevant manager.
Complaints Officer:
- Monitors the Student Complaints email inbox and acknowledges receipt
- Manages and updates the register
- Supports senior manager (who has overall responsibility for Concerns and Complaints) with reporting requirements
(Note: currently this role is carried out by the Student Connections & Engagement Co-ordinator)
Working days: Working days means Monday to Friday
12. Reference Documents
a) Forms and related procedure:
i) Notice of Complaint form.
ii) Ākonga Complaint Investigation and Decision Report form (kaimahi – see the Complaints Process page on the kaimahi intranet).
iii) Ākonga Appeals Policy - PDF, 225KB.
iv) Notice of Appeal.
b) Guidance:
i) Guidelines for resolving complaints informally.
ii) Formal complaints guidance for ākonga.
iii) Formal complaints guidance for kaimahi (kaimahi – see the Complaints Process page on the kaimahi intranet).
13. Approval Details
Version Number: 3
Issue Date: June 2018
Version History: See below amendment history
Approval authority: Te Komiti Mātauranga | Academic Committee
Date of Approval: 7 December 2022
Procedure Sponsor (Has authority to approve minor amendments): DCE - Learner Experience and Success
Procedure Owner: Director Student Success
Contact Person: Director Student Success
Date of Next Review: December 2025
14. Amendment History
Version: 3.2 Issue date: April 2023
Reason for revision: Amendment in view of full operationalisation of formal complaints by Student Success of the scope mentioned in the Ākonga Concerns and Complaints Policy resulting in removal/revoking of Academic Complaints Procedure. Hence updated Ākonga Complaints Procedure sections 2 and 5(a). Added identified Code of Practice obligations related to group complaint section 6(a). Also, updated section 7(b) to be consistent with official web version section and refer to the correct policy.
Approved by: Te Kōmiti Mātauranga – Academic Committee
Version: 3.1 Issue date: March 2023
Reason for revision: Minor changes to the Ākonga Complaints Procedure as identified to sections 5(b) remove form link as the policy guides how to appeal, 10(a) title updated, 11 clarified Complaints Office role, 12(a) location of the form. Further updated the procedure due to the inconsistencies noticed between actual procedure and the official web version to title and sections 1 rephrase word, 6(b) removal of further step for international complaint, 6(d) rephrased words, 10(b) added Te Reo words, 11 Ākonga defined more specifically, 12(b) location of guidance, and 13 TKM as the approval authority.
Approved by: Policy Sponsor - DCE Learner Experience and Success
Version: 3 Issue date: December 2022
Reason for revision: Review to align with new Te Pūkenga Policies and Te Kawa Maiorooro (v23/01)
Approved by: Academic Committee
Version: 2 Issue date: May 2022
Reason for revision: Periodic review: sections 2(n) new step addition, 3 updated support and advocacy section – useful links, 4 improved guidelines for resolving complaints informally, 5 (c) link to medical Centre complaint Management Policy, 5(d), 6(b), 7(a), 8(a)(b)(c), 9(c), 12, 13 minor changes, 7(f) Reduction of days to resolve complaints, 10(a)(b) New Code of Practice for Tertiary and International Learners (removal of retired codes of practice link and information, 10(c) Tertiary Education Dispute Resolution link and information added
Approved by: Executive Leadership Team
Version: 1.7 Issue date: November 2020
Reason for revision: Te Puna Waiora Medical Centre complaints process included sections 3(d) and 5(c). Added iStudent Complaints to section 9(c) to make DRS more prominent. Simplified & removed repetition to the ‘further information’ section 10
Approved by: Te Tumu/Executive Director Student Success
Version: 1.6 Issue date: March 2020
Reason for revision: Change of document in section 5 (b) to align with introduction of the Academic Complaints Procedure and the revised Student Appeals Procedure. Further Options under section 10(a) amended to include references to Unitec’s obligations under section 17(d) of the new Education (Pastoral Care of Domestic Tertiary Students) Interim Code of Practice 2019 & NZQA webpage link correction.
Approved by: Te Tumu/Executive Director Student Success
Version: 1.5 Issue date: February 2020
Reason for revision: Sections 2(h), 3(a)(ii), 5, 5(a), 9, & 11 - aligning the Student Complaints Resolution Procedures with the revised Student Appeals Procedure and new Academic Complaint Procedure.
Approved by: Academic Board
Version: 1.4 Issue date: November 2019
Reason for revision: Changes made to the following sections 5, 6(b), 7(f), 8(b), 9(b), 9 (d) to provide clarity.
Approved by: Academic Board
Version: 1.3.1 Issue date: August 2019
Reason for revision: Education (Pastoral Care of International Students) Code of Practice 2016 link correction to the latest reprint as at 1 July 2019
Approved by: Director Student Success
Version: 1.3 Issue date: March 2019
Reason for revision: Changes made to reflect recent changes at Unitec for sections 3(a)(ii), 3(b), 4, 4(a)(c)(d), 5(a), 6(a), 9(c), 11 and job title change in section 13.
Approved by: Te Tumu/Executive Director Student Success
Version: 1.2 Issue date: January 2019
Reason for revision: Changes made to reflect the new organisational structure for sections 3(a)(i), 4(b), 7(c), 11.
Approved by: Tumu Tauwhirowhiro Māori, Executive Director, Student Experience
Version: 1.1 Issue date: August 2018
Reason for revision: Time limit in 6(d) to ensure prompt response. Mismatch between 7(f) and 8(b). Defined working days in 11. Job title of Document owner changed in 13 from GM Student Experience to Director Student Success.
Approved by: Tumu Tauwhirowhiro Māori, Executive Director, Student Experience
Version: 1 Issue date: June 2018
Reason for revision: New procedure
Approved by: Academic Board