Welfare & Support

Student Complaints

This policy will ensure NCBT has a fair and transparent grievance and complaint policy.

Consistent with its commitment to excellence, NCBT has adopted these procedures to assist both students and staff in the resolution of student concerns and complaints constructively, quickly and fairly.
Where minor concerns arise, students are encouraged to take a sensible approach and raise them directly with the relevant staff, with the aim of resolving them at the lowest possible level and without undue formality. However, where informal discussions have not yielded a satisfactory resolution, or where the matter is more serious, the following procedures provide for a more formal complaint process to be pursued.
Complaints considered through these procedures will be monitored and reviewed to enable NCBT to continually improve processes and services in support of student learning.
Student rights and responsibilities in relation to these procedures are set out in the appendix.

Guideline:

NCBT’s procedure shall follow the principles of natural justice when dealing with student complaints.

This includes:
Ensuring the complainant is given the opportunity to express the complaint both verbally and in writing
Ensure the complainant is given a fair meeting without interruption
Ensuring the complainant can have a support person present when making the complaint
Giving the complainant the right to respond once an explanation is offered on NCBTs behalf
Giving due consideration to the complaint by investigating it thoroughly
Providing the complainant, a written report on the outcome of the complaint

Students are entitled to resolve any dispute by exercising their rights to other legal remedies.  Students wishing to take this programme of action are advised to contact a solicitor.

Procedure: 

Informal Complaint Procedure:

Before making a formal written complaint, students are encouraged to seek a resolution to any concerns by raising and discussing them informally with the   relevant staff member who is most directly associated with the matter and seek a resolution prior to engaging with the Formal Complaint Procedure.
A staff member with whom a concern is raised by a student is expected to deal with the matter in an open and professional manner and to take reasonable and prompt action to try to resolve it informally.
A student who is uncertain about how to seek informal resolution of a concern is encouraged to seek advice from Welfare Support
Should the grievance remain unresolved the student should follow the Formal Complaint Procedure. 

Formal Complaint Procedure :

Where it has not been possible to resolve a concern informally, a student may make a formal complaint.
A student who wishes to make a formal complaint must submit it in writing by completing and signing the Student Complaint Form (available at reception), to their department HOD who is responsible for the action or matter that has given rise to the complaint.
The written complaint must be submitted within a suitable time frame after the occurrence of the action or matter that has given rise to the complaint
If the complainant prefers not to address the complaint to the person recommended in subsection it may be addressed to Welfare Support, who will address the complaint and make a decision in accordance with these procedures.
A HOD, who receives a student complaint must acknowledge it within five working days. The HOD must also maintain a file of all documentation in relation to the consideration of the complaint.
The HOD or Welfare Support must ensure that any staff member named in the complaint receives a copy as soon as possible
The HOD or Welfare Support must consider the complaint in accordance with the principles of natural justice, and must ensure that all parties to the complaint are accorded the full benefit of those principles.
The process may include meetings with relevant staff and/or the complainant. Where meetings are held, the parties may, if they wish, be accompanied by a support person.

Resolution of complaints:
The HOD or Welfare Support must make a decision in relation to the complaint and must notify his or her decision to the parties, in writing, within 30 working days of receiving the complaint.
If the complaint in the opinion of the HOD or Welfare Support has substance they must arrange for the relevant process to be reviewed by NCBT Panel with a view to preventing a recurrence and ensuring continued improvement. 

If the issue is not resolved by NCBT’s Panel to the student’s satisfaction, the student will be directed to appeal the decision to NCBT’s Senior Management Team.

The appeal must be made in writing within 10 working days of the letter notifying the decision. The Senior Management Team will consider the relevant documentation and may, at their discretion, consult NCBT’s Panel, who made the decision. The Senior Management Team may also interview any parties to the complaint.

If the Senior Management Team determines that the complaint process has been conducted in accordance with these procedures and the outcome is appropriate, they may dismiss the appeal. Otherwise, they may decide the appeal.

The decision of the Senior Management Team is final.

The Senior Management Team will notify their appeal decision in writing to the complainant and NCBT’s Panel. 

All processes and decisions under these procedures are confidential to the students and staff directly involved. 

            
Confidentiality: 

Students who are still not satisfied with the findings of the Senior Management Team may submit their grievance: to NZQA.
ttps://www.nzqa.govt.nz/assets/Providers-and-partners/Code-of-Practice/int-students-make-a-complaint-updated.pdf    

Students can submit their complaint query on the NZQA website, or send an email to qadrisk@nzqa.govt.nz. 

Students can also contact NZQA on 0800 697 296

Students may contact iStudent Complaints to help resolve financial or contractual disputes with NCBT

Students can contact iStudent Complaints on 0800 00 66 75. 


Welfare Support should record all information pertaining to the complaint in the student’s personal file.

All disputes or grievances will be handled professionally and confidentially in order to achieve a satisfactory resolution. Students will be provided with details of external authorities they may approach if required. NCBT will resolve any grievances fairly and equitably within five (5) working days. Students may raise any matters of concern relating to training delivery and assessment, the quality of the teaching, student amenities, discrimination, harassment and any other issues relating to their stay in New Zealand.

Students shall be encouraged to contact:
New Zealand Qualifications Authority (PO Box 160, Wellington) or iStudent Complaints on 0800 00 66 75

NZQA and iStudent Complaint

 

• If NCBT has not resolved your complaint, and you still wish to have it resolved, then you can contact NZQA. NZQA is a government organisation. They can provide an independent assessment of your complaint and will either investigate your concerns or advise you what you can do next. 
• You can submit your complaint query on the NZQA website, or send an email to qadrisk@nzqa.govt.nz 
• If you need more information on the complaints process, contact NZQA on 0800 697 296.

For more information about making a complaint about a provider's compliance with the Code of Practice can be found at http://www.nzqa.govt.nz/about-us/make-a-complaint/make-a-complaint-about-a-provider/

If it is a financial dispute – you can contact iStudent Complaints

• iStudent Complaints is the appointed operator of the International Student Contract Dispute Resolution Scheme (DRS), which was set up to resolve financial and contractual disputes.
• iStudent Complaints is available to help you resolve financial or contractual disputes with your education provider. There is no cost to you for this service. 
• iStudent Complaints is an independent service with experience in helping people to resolve disputes. You can contact iStudent Complaints on 0800 00 66 75.
• Link to the complaint form: http://www.istudent.org.nz/making-a-complaint/complaint-form

The Education (Pastoral Care of International Students) Code of Practice 2016

Newton College of Business and Technology is a signatory to Education ( Pastoral Care of International Students) Code of Practice 2016 published by the New Zealand Qualifications Authority and has agreed to abide and be bound by the Code.

Introduction to the Code of Practice 2016

When students from other countries come to study in New Zealand, it is important that those students are well informed, safe, and properly cared for.  New Zealand educational providers have an important responsibility for international students welfare.

This document provides an overview of the “The Education (Pastoral Care of International Students) Code of Practice 2016” and provides a procedure that students can follow if they have concerns about their treatment by a New Zealand educational provider or agent of a provider. The Code of Practice 2016 is administered by the New Zealand Qualifications Authority (NZQA).

Summary to Code of Practice for the Pastoral Care of International Students

The code sets standards for education providers to ensure that as an international student, you can expect:

• the quality of teaching and learning you receive will meet high educational standards 
• the marketing and promotion information you receive before you enrol is clear, complete and accurate so you can make a well-informed decision about whether an education provider is a right choice for you 
• education providers’ agents give you reliable information and act with integrity and professionalism 
• you will receive enough information and support to help you with your enrolment, including understanding the legal obligations you have, and that you will receive all the proper documentation 
• you are welcomed and have enough information, guidance and support to help you settle into your new life in New Zealand 
• your study environment is safe, and that you have a safe place to live

NZQA handles all complaints about alleged non-compliance of the code. A copy of the code may be obtained from NCBT or from the New Zealand legislation website: http://www.legislation.govt.nz/regulation/public/2016/0057/latest/DLM6748147.html

The Code of Practice 2016 is also available in other languages and can be accessed on: 
http://www.nzqa.govt.nz/providers-partners/education-code-of-practice/code-of-practice-resources-languages/

 

Code of Practice 2016 FAQ’s

What is the Code?
The Code is a document, which provides a framework for service delivery byeducation- al providers and their agents to international students. The Code sets out the minimum standards of advice and care that are expected of educational providers with respect to international students. The Code applies to pastoral care and provision of information only, and not to academic standards.

Who does the Code apply to?
The Code applies to all education providers in New Zealand with students enrolledon international student visas. The Code is mandatory to these providers and must be signed by them.

What is an “international student”?
An “international student” is a foreign student studying in New Zealand on a student visa from the Immigration New Zealand.

How can I get a copy of the Code?
You can request for a copy of the Code from NCBT. The Code is also available online from http://www.legislation.govt.nz/regulation/public/2016/0057/latest/DLM6748147.html

How do I know if an educational provider has signed the Code?
NZQA will maintain a register of all signatories to the Code. This list will be available from http://www.nzqa.govt.nz/providers-partners/education-code-of-practice/signatories-to-the-code-of-practice/
If the educational provider that you are seeking toenrol with is not a signatory to the Code, you will not be granted
a visa from the Immigration New Zealand and you will not be able to study at that institution.

What do I do if something goes wrong?
If you have concerns about your treatment by your educational provider or by an agent of the provider, the first thing you must do is contact the welfare staff or any other person who has been identified to you as someone that you can approach about complaints at your institution. The Code requires all institutions to have fair and equitable internal grievance procedures for students and you need to go through these internal processes before you can take the complaint any further.

Please visit www.nzqa.govt.nz for more information on the Code of Practice 2016.

Important Dates to Remember 2019/2020

NCBT Intake Dates: (For Business and IT courses)
Year 2019 – 2020
  

• 29 October 2019
• 2 December 2019
• 28 January 2020
• 9 March 2020
• 28 April 2020
• 15 June 2020

NCBT’s Scheduled holiday dates:for 2019 / 2020 / 2021:

Year 2019 – 2020:

• Easter Break                 19 April 2019 – 28 April 2019
• Mid-Winter Break          6 July 2019 – 21 July 2019
• Summer Holiday           21 December 2019 – 02 February 2020

 
Year 2020 – 2021:

• Easter Break                10 April 2020 – 19 April 2020
• Mid-Winter Break         4 July 2020 – 19 July 2020
• Summer Holiday          19 December 2020 – 1 February 2021

Graduation dates^**

• 31 May 2019 and 29 November 2019
• 29 May 2020 and 27 November 2020

Public Holidays

• Link to Public holidays in NZ: http://publicholidays.co.nz/

**The above dates are subject to change.
 

Disclaimer

Every effort has been made to ensure that this information is correct at the time of publication. Please note that some of the programmes are subject to the number of enrolments.