A complaint must be made in good faith based on evidence that the complainant believes to be true.
If you wish to post your formal complaint, please address it to The Managing Director, The Learning Connexion, P O Box 9811, Wellington 6141. Alternatively, you may email your complaint to Culture & Employment at [email protected] and they will forward it, on your behalf, to the managing director.
No action will be taken on anonymous complaints but if circumstances require, your identity may not be disclosed. Receipt of the complaint will be acknowledged within one week.
The managing director will convene a Complaints Committee of appropriate delegated staff. They will investigate the complaint; for example, if it's a complaint about a person, usually one staff member interviews the complainant and another staff member interviews whoever is the subject of the complaint. Both are welcome to have a support person present during any interviews or meetings. The Committee will assess evidence, talk further to those involved if needed and make recommendations to the managing director (or delegated representative) who then makes a final decision. Their framework is the question: "How can we live creatively together?" Invariably there is a great deal of discussion and enormous care is taken to achieve the best possible decision. The complainant will be kept informed of the process and of the outcome.
In terms of outcomes, there are several options ranging from fines and suspension through to counselling and negotiation (to ensure that the same situation doesn't happen again). We are seeking peaceful and positive resolutions.
If the complainant isn't happy with TLC's decision he or she can take the case to a District Courts Disputes Tribunal (if appropriate) or to the Police or to NZQA.
NZQA, PO Box 160, Wellington, 6140.
Complaints process for international students
We want your time here at The Learning Connexion to be enjoyable, however, when things do not go
as well as we may like, here are some ideas about what you can do.
If you have a legitimate complaint or problem, first talk to your tutors. If this does not solve the problem, then speak to the International Student Advisor and the Senior Executive at the Learning Connexion.
If the problem is not resolved it may be brought to the attention of the New Zealand Qualifications Authority:
Phone: 0800 697 296.
Email: [email protected]
If your complaint is financial or contractual you can contact FairWay Resolution; iStudent Complaints team. The service is free and they will arrange an interpreter if necessary.
Phone: 0800 00 66 75
Email: [email protected]