The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021
New Zealand education providers play an important role to ensure that International Students are properly looked after, we call this pastoral care. To support this, the New Zealand government has developed The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021, also known as the Code of Practice. You can learn more about the Code by watching NZQA's Know The Code videos:
The Code of Practice sets the standards of care that you can expect as an International Student. It also provides a procedure for complaints that you can follow if you have concerns about the treatment you receive from your education provider or an agent of the provider.
If you are looking for information on the Code, or have any questions or feedback, please email codeofpractice@unitec.ac.nz.
Education Code of Practice 2021 (PDF, 925 KB)
How can I get a copy of the Code?
The Code of Practice can be downloaded as a PDF, on the New Zealand Legislation website.
It’s also available in other languages, and includes a pamphlet with a summary of important information for International Students and their families on the New Zealand Qualification Authority (NZQA) website.
What if something goes wrong?
The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code) advises that if you have a concern about how your education provider or agent is treating you, you should first contact your provider and follow their formal complaints process.
Unitec’s complaints process
For more information on how to make a complaint with Unitec, visit our How to Make a Complaint page.
We encourage you to first talk to our International Student Advisors or Student Advocates who can offer you support, guidance, and advice before you make a formal complaint.
Visit our How to Make a Complaint page
Additional support for complaints
If you’re not happy with the outcome and/or complaints process from your education provider, there are other agencies that you can speak to for support.
New Zealand Qualifications (NZQA)
You can raise your concerns with the New Zealand Qualifications Authority (NZQA). If you need more information on the NZQA complaints process, call 0800 697 296 or email risk@nzqa.govt.nz.
iStudent Complaints
iStudent Complaints, an independent dispute resolutions scheme established by the New Zealand Government, also offers support. The scheme helps settle contractual and financial disputes between International Students and their education providers in a timely, cost-effective, and fair manner. For more information, call 0800 00 66 78 or visit their website.
To make a complaint with iStudent Complaints
Other agencies
There are a number of other agencies that may be able to help you:
- If you’ve had a breach of your privacy, visit the Privacy Commissioner website.
- The Ombudsman helps you deal with Government agencies. To find out more visit their website.
- Facing discrimination issues? Visit the Human Rights Commission.
- Concerned about your safety being at risk? Visit the New Zealand Police website.
Student support services
If you are looking for information on the Code, or have any questions or feedback, please email codeofpractice@unitec.ac.nz. Otherwise, we have a number of people on campus who offer support, or point you in the right direction.
