Home Student Support Complaints Process

Complaints Process

At Unitec we value transparent and open processes and student voice is a key part of this. When students believe that there is a reason for a complaint, we want to make sure there is an easily accessed process for them to either resolve it informally especially in the first instance, or to lodge a formal complaint. Information and guidance specifically for Unitec staff can be found below. Information for students about this and about the services available to support them in the process can be found on our website complaints.unitec.ac.nz

For assessment and grades, please refer to the reconsideration of assessment decisions section 6.19 and reconsideration of course final grade section 6.20 of the Te Kawa Maiorooro|Educational Regulatory Framework for guidance.

For Appeals, Please refer to https://thenest.unitec.ac.nz/TheNestWP/teaching-and-research/te-korowai-kahurangi/governance-2/academic-appeals/

The Director Student Success and other senior staff responsible for international student support must be kept in the loop on all informal and formal student complaints raised by or involving international students. This is due to our obligations under the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021

Key policy and procedure, form and informal guidelines:

Supporting guidance for kaimahi:

Informal processes: 

Students are encouraged to use internal support and advocacy mechanisms to assist them with resolving their complaint informally where possible. They can do this by discussing concern with their Lecturer, Programme Co-Ordinator, Academic Programme Manager, Head of School or seek support from Student Support Services.

Formal Complaints:

In order for a complaint to be treated as a formal complaint it must follow the process set out in the Ākonga Complaints Procedure.
If the complaint is against kaimahi, you must contact your HR business partner for more guidance.
For guidance investigating complaints against students please contact Unitec’s Legal Counsel.
If the complainant or respondent are international students you must contact the Director Student Success and another senior staff responsible for international student support.