Code of Practice
for Tertiary Students

The Pastoral Care of Tertiary and International Learners Code of Practice 2021 (the Code) supports the wellbeing of tertiary and international learners enrolled with New Zealand education providers.

It sets out the roles and responsibilities that tertiary education providers must meet for the wellbeing and safety of their learners.

Read the Code: Tertiary and International Learners Code of Practice (PDF, 925KB) 

Under the Code, BTI’s responsibilities include helping you to be:

  • safe, physically, and mentally
  • respected and accepted for who you are
  • supported in your learning and wellbeing
  • connected with your social and cultural networks and
  • able to have your say in decisions about services
There is a brief summary of the Code, also available in other languages.


Concerns or Complaints

If students have a concern or complaint about an individual student/staff/ educator / BTI administration, in the first instance, students are encouraged to resolve the issue at the level it occurred with the person concerned. If not resolved, direct it to your Cohort Mentor/Programme Lead, then to the Head of School. If the issue is still not resolved, or if you are not satisfied with the outcome,  you can make a formal complaint to the Executive Leadership Team (ELT).

Please thoroughly read and understand this policy before submitting your concern or complaint.

Student complaint policy

Student complaint process

External Complaints

Please raise any concerns or make a formal complaint to BTI first before engaging with external complaints processes.

For financial and contractual disputes:

Domestic Students: Tertiary Education Dispute Resolution

International Students: iStudent Complaints

Making a complaint to NZQA

Your complaint should be about a specific process or practice that your education provider did that was unfair or inequitable – and as such, might need to be improved to be compliant with NZQA regulations.

How to submit a complaint to NZQA:

  1. Filling in the formal complaint form (PDF, 170KB)
  2. Collecting the evidence to support your complaint
  3. Sending this to NZQA by:

     Email to: or post to: Risk Management, NZQA, PO Box 160, Wellington.

Pastoral Care Code compliance complaints

If you believe that BTI is failing to meet the outcomes or requirements of the Pastoral Care Code, you can make a complaint to NZQA as the administrator of the Code

Other complaint bodies that may be able to help

Student loans and allowances:                                       StudyLink

Fees free or government funding for your course:             Tertiary Education Commission

Someone’s safety being at risk:                                       New Zealand Police

                                                                                   WorkSafe New Zealand

Discrimination:                                                              Human Rights Commission

How information about you has been stored or used:       Privacy Commissioner