Adjudication
Adjudication is when we consider the dispute and make a decision, based on submissions by the international student and education provider. 
Adjudicator
A person who reviews the information provided, considers the dispute and makes decisions.
Binding decision
A binding decision means the parties must follow or stick to the decision made.
Complaint process
The path that a complaint follows from when the complaint is made to its resolution. 
Dispute
A disagreement.
Dispute resolution
Processes used to resolve disputes. Dispute resolution processes include facilitation, mediation, and adjudication.
Facilitation
Facilitation is where we assist with communication and can include negotiating a settlement between you and your provider.
Final decision
This is a decision made by iStudent Complaints at the end of the complaints process.
International students
An international student is someone who has enrolled with an education provider and is not a domestic student. Usually, this means someone who has travelled from another country to study and is not a New Zealand resident or citizen.
Legal guardian
A person who, by court or testamentary appointment, is responsible for the student’s well-being and financial support and provides for the care of the student in the student’s home country.
Mediation
Mediation is a voluntary process where the parties in conflict are encouraged by the mediator to understand each other’s perspectives, talk through the issues, identify their mutual interests, develop realistic options, and find a solution that the parties can agree to. Mediation can be a face-to-face meeting between the parties and the mediator, but can also be done over the telephone, using Skype or videoconference. Sometimes the mediation may occur over a series of meetings.
Negotiation
Negotiation is the process of parties getting together with a view to reconciling differences and establishing areas of agreement, settlement or compromise.
Provider
In section 238D of the Education Act 1989, a provider means:
  1. a registered school; or
  2. an institution as defined in section 159
  3. a private training establishment holding a current registration under Part 18; or
  4. an organisation that provides adult and community education and receives funding under section 159YA or 159ZC.
Provisional decision
This is a temporary or conditional decision that is subject to change. All parties are given the opportunity to say whether they agree or disagree with the provisional decision and their reasons for this, which the adjudicator will consider.