Pastoral Care Code
The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code) guides how universities and other tertiary providers support the wellbeing, safety, and success of their students.
Our commitment to the Code
At Te Rito Maioha, we are committed to creating a community where every student | tauira feels safe, supported, and able to thrive. Under The Code, we commit to:
- Supporting students’ wellbeing and safety with a transparent, inclusive and whole-of-organisation approach.
- Ensuring ways for students to have a voice and responding to their wellbeing and safety needs in a way that upholds their mana and autonomy.
- Fostering learning environments that are designed to support positive student learning experiences across diverse groups.
- Supporting students with information and advice to manage their physical and mental health, and identifying and responding to those who need additional support.
- Having policies and practices that contribute to an education system that honours Te Tiriti o Waitangi.
- Providing a clear complaints and disputes resolution process.
We also honour additional guidelines for the wellbeing of international students. These include:
- Responding effectively to the wellbeing and safety needs of diverse international tertiary learners.
- Providing access to the right information, including offers, enrolment, contracts, insurance, visa and support for prospective international learners to make informed choices before their study.
- Providing orientation, ongoing information and advice to support achievement, wellbeing and safety.
Learner voice
Student voice informs how we improve services. We gather feedback, collaborate with tauira representatives, and use tauira insights to improve wellbeing and safety.
The Tauira Council is a student-led representative forum. It brings together tauira representatives to discuss significant matters and provide collective student feedback to our senior leaders.
Reporting on our compliance with the Code
Te Rito Maioha is periodically reviewed to assess how well we meet our responsibilities. This involves gathering feedback and ideas for improvement from students and student representatives.
Raising a Complaint
If students are not satisfied with the support they receive or believe that Te Rito Maioha has not met The Code, they should take the following steps:
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Step 1: Discuss the issue with your regional education leader, programme leader or academic leader.
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Step 2: If the issue remains unresolved, or it proves inappropriate to raise the issue through Step 1, students should make a written complaint to the Director of Teaching, Learning, & Research.
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Step 3: If the issue cannot be resolved, students may take further steps to have matters resolved independently with NZQA or through the Dispute Resolution Scheme.
Independent Dispute Resolution
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Make a complaint to NZQA
If you are not satisfied with the outcome of our complaint process, you may be able to raise your concerns externally. The New Zealand Qualifications Authority’s website provides useful information about the avenues available to you. -
Contact Study Complaints | Nga Amuamu Tauira
This is a free service to help both domestic and international learners and providers resolve contractual and financial disputes. It is important that you have raised any complaint with Te Rito Maioha, as above, before engaging Study Complaints.
Review the Learner Guide to Complaints for guidance on how and where to raise your complaints.
Further information is also made available to our students via the student portal.
