• Refund
    A family enrolled their children for a short course starting in February 2020. Due to COVID-19 the family decided not to travel to NZ as intended in January and requested a refund of their tuition. The provider declined the request for refund, responding that the family did not provide enough notice for withdrawal.
  • Refund
    The international student approached iStudent Complaints advising that they had withdrawn from their studies as they found it was too hard and decided to enroll with another provider in a different course. The education provider declined a refund as they were beyond the refund period and provided pastoral care.
  • Refund
    The student approached iStudent Complaints advising that they had withdrawn from their course. They enrolled with another provider and requested a refund. The provider declined the refund as the student was well past the refund period and extensive pastoral care had been provided to the student.
  • Refund
    An Indian student arrived in New Zealand to undertake a course at a Private Training Establishment (PTE). Due to air travel delays associated with COVID-19 in early 2020, they arrived late on the day their course commenced and went straight to the school. The student asked to start a day later as they were fatigued from their travel, however, this was declined and due to missing the first day of class, the student was told that they would not be able to take part in the course.
  • Other
    Communication between the student and education provider staff had become strained. The student was feeling frustrated and disappointed that they were likely to not achieve their Level 5 qualification.
  • Refund
    A student was unable to return to NZ and commence their new course at a Private Training Enterprise due to the COVID-19 pandemic.
  • Contract
    The student was concerned about a payment to a non-authorised agent who they said was never formally ‘engaged’ and therefore the education provider had no right nor obligation to pay any agent fee to.
  • Refund
    A group of primary school students were due to travel to NZ to enjoy a term at a Primary school. Unfortunately, due to border closures and the subsequent lockdown, the students were unable to travel.
  • Refund
    A student was unable to attend their course in New Zealand due to the COVID-19 pandemic. They withdrew before the start date of their course and did not take up the offer of online classes as an alternative. Upon reviewing the refund policy, the student saw that the education provider could deduct up to 25% of the fee, which amounted to thousands and was a huge amount for the student.