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
