How the complaint process works

You make a complaint to iStudent Complaints

   

We acknowledge receipt by email or post

 

We direct your complaint to NZQA because it is not a complaint type we can consider

Investigation

  • Collect additional information from you
  • Arrange language assistance if necessary
  • Review your complaints
  • Contact the provider concerned, advise them of the complaint and discuss what investigation has already taken place.
   

Case closed

  • You withdraw your complaint
  • You and your provider can resolve the matter between yourselves

Negotiation

  • Help you and the provider negotiate a resolution that you both agree with
   

Case closed

  • Agreement is reached

Mediation

  • If no agreement is reached, we will arrange a mediation with you and your provider
   

Case closed

  • Agreement is reached

Adjudication

  • If there is no settlement from mediation, an adjudicator who will issue a binding decision
 

Case closed

  • The decision is issued by the adjudicator