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Quality assurance:

The school provides very good quality pastoral care and support for international students. The operation and promotion of the school’s international programme is effectively managed. Students are well integrated into the school. Teachers provide relevant and useful learning programmes, including those for building English language proficiency for speakers of other languages. Reflective self-review has helped to bring about positive changes to recruitment systems, enrolment procedures, orientation programmes and learning provisions for international students. (Page 4, ERO report, June 2015)

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

The Code of Practice is available, and can be downloaded as a pdf, on the New Zealand Legislation website.

The 2016 Code of Practice is also available in other languages along with a pamphlet that provides a summary of important information for international students and their families.

The 2016 Code of Practice and the pamphlet are resources for all groups and people involved in international education: e.g. international students and their families, providers that are signatories to the Code of Practice.

Complaints Procedures

If an international student has a complaint about their provider’s compliance with the Code of Practice, they should try and resolve it by using the internal provider process in the first instance.

If their complaint is not resolved, they can take their complaint to one of the following agencies:

NZQA: NZQA handles all complaints about alleged non-compliance with the Code of Practice, other than financial and contractual disputes.

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.

Code signatories are required to comply with the International Student Contract Dispute Resolution Scheme Rules 2016.

Information for students: Information for students about making a complaint about a provider’s compliance with the Code of Practice can be found at Student complaints about a provider.

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