We are an independent dispute resolution scheme established by the New Zealand Government. Our objective is to encourage swift settlement of contractual and financial disputes between international students and their providers in New Zealand.

We work with international students and providers to ensure that:

  • an alternative to the costly and time-consuming court process is accessible
  • relationships between disputing parties is preserved
  • their contractual and financial disputes are swiftly and effectively resolved, preferably through voluntary settlements.

iStudent Complaints was established on 1 July 2016 and is administered by FairWay Resolution Limited (FairWay), the sole dispute resolution service operator appointed by the Minister for Tertiary Education, Skills and Employment under section 238J(4)(a) of the Education Amendment Act 2015.

FairWay is an independent, employee-owned company providing specialist conflict management and dispute resolution services. FairWay employs around 100 staff and contracts with around 110 specialist reviewers and dispute resolution practitioners throughout New Zealand. FairWay handles over 14,000 disputes each year—of all kinds and levels of complexity, including medical, insurance, financial services, telecommunications, family, local government and construction disputes. FairWay has offices in Auckland, Wellington and Christchurch.

For more information, please visit the FairWay website.