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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:
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 Concerns and Complaints Policy
Student Concerns and Complaints Flowchart
Please raise any concerns or make a formal complaint to BTI first before engaging with external complaints processes.
If you are an international student or a domestic tertiary learner and you have an unresolved complaint (financial or contractual dispute) about a New Zealand education provider, you can contact Study Complaints.
Students can contact the service on:
· Free phone: 0800 00 66 75
· Email: help@studycomplaints.org.nz
· Online: www.studycomplaints.org.nz
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.
NZQA is not a dispute resolution service and generally cannot help you get a refund or a specific solution. There is an online form if you would like to get advice about your concerns about an education provider.
Tips for making a complaint
Make your complaint as soon as you can. It is hard for NZQA to look at a complaint if it happened more than a year ago.
You need to show:
Tell NZQA what you would like to happen to fix your complaint.
To make a formal complaint to NZQA:
Download the formal complaints form and put in all the details of your complaint.
Make sure you give contact details for everyone who is covered in the complaint.
Send the form and your evidence to NZQA. You can email it all to: risk@nzqa.govt.nz or
Post it all to:
Risk Management, NZQA
PO Box 160
Wellington, 6140
For more information, go to the NZQA website at:
https://www2.nzqa.govt.nz/about-us/contact-us/complaint/education-provider/#e10198_heading1
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
Discrimination: Human Rights Commission
How information about you has been stored or used: Privacy Commissioner