About this case

A student was unable to return to NZ and commence their new course at a Private Training Enterprise due to the COVID-19 pandemic. They had made a request to the education provider for a full refund of their fees, which the provider had agreed to, minus an administration fee. The provider’s response had taken longer than the student felt that it should have and the situation in their home country meant that a timely refund was a high priority for them.

How we helped

The student made an enquiry to iStudent Complaints expressing their frustration. iStudent Complaints contacted the provider and facilitated the communication between the parties through individual Zoom meetings, telephone calls and emails. The refund process had been delayed due to an issue with the student’s agent.


The refund was made to the student, and they looked