Student Complaint Policy Template for New Zealand

The Student Complaint Policy serves as a crucial governance document for educational institutions operating in New Zealand's regulatory environment. It is designed to provide a clear, fair, and accessible framework for addressing student grievances while ensuring compliance with the Education and Training Act 2020, Privacy Act 2020, and the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021. The policy is essential for maintaining quality standards in education delivery and protecting student rights. It includes procedures for both informal and formal complaint resolution, appeals processes, and specific provisions for international students, reflecting New Zealand's commitment to maintaining high standards in education service delivery and student support.

1. Purpose and Scope: Outlines the policy's objectives and who it applies to

2. Definitions: Defines key terms used throughout the policy including 'complaint', 'grievance', 'academic complaint', 'non-academic complaint'

3. Policy Statement: Overall commitment to fair complaint handling and principles of natural justice

4. Rights and Responsibilities: Details the rights and responsibilities of all parties involved in the complaints process

5. Informal Resolution Process: Steps for resolving issues informally before escalating to formal complaints

6. Formal Complaint Process: Detailed steps for filing and handling formal complaints, including timeframes

7. Investigation Procedures: Process for investigating complaints, including evidence gathering and documentation

8. Decision Making and Outcomes: How decisions are made and communicated to all parties

9. Appeals Process: Procedures for appealing decisions, including grounds for appeal and timeframes

10. Confidentiality and Record Keeping: Requirements for maintaining confidentiality and storing complaint records

11. Monitoring and Reporting: How complaint data will be used for continuous improvement