Student Complaints Process

OCA will respond to formal complaints fairly, consistently and punctually, and provide students with a process to deal with their concerns about any aspect of their overall learning experience.

This policy applies to all students, staff, visitors, contractors and members of the public who wish to lay a formal complaint about any activity of the organisation.

Step 1. Speak to Tutor, Mentor or Student Services

Students are encouraged to raise any concerns with their tutor/mentor, or the Student Services and Academic Registry Manager or the Academic Director in the first instance. If the issue is not resolved,

Any person who wishes to make a formal complaint must do so in writing to the Chief Executive Officer.

Anonymous complaints will not be responded to via this policy and procedure.

The principles of natural justice, equity or due process will generally require that the complainant’s identity be made known to the person or persons named in the complaint (where applicable), and the complainant must appreciate that this may happen at an early stage.

In such a case, the complainant will be given notice of the intention of making his or her identity known, and at that time the complainant should be informed of other possible options, for example, Human Rights Commission, OSH, legal remedies etc, should he or she choose not to proceed.

All correspondence and outcomes of complaint investigation will be recorded, with such documents being held by the Chief Executive Officer, attached to the initial complaint.

The complainant may have a support person or persons present at any stage of the complaints procedure.

Complaints will be investigated and responded to by the Chief Executive Officer. On receipt of a formal complaint, the Chief Executive Officer will record the date received on the actual written complaint.

The Chief Executive Officer will consider the nature of the complaint, investigate and respond as appropriate.

If the issue is still unresolved,

If your complaint is not resolved after following OCA’s internal process, you can escalate your complaint to the New Zealand Qualifications Authority (NZQA).

NZQA is the government agency responsible for New Zealand qualifications, and can provide an independent assessment of your complaint.

 

Academic Appeals

OCA has an appropriate procedure for students to appeal against any decision relating to an academic matter.

This procedure, includes, but not limited to:

  • admission to programmes;
  • assessment of prior learning;
  • results of assessments, award of qualifications, or grades;
  • applications for aegrotat passes (in assessment situations where an aegrotat pass is appropriate).

It is noted here that a student’s claim that he or she did not know or fully appreciate the assessment regulations or the appeals procedure is not, in itself, grounds for appeal.

The decision of the Chief Executive Officer is final in any student appeal.

A student may, however, appeal against the decision to NZQA and/or the Tertiary Ombudsman.

Appeal Procedures

Students are required to notify OCA in writing of their appeal within seven working days following the academic decision against which they are appealing.

The Academic Director will undertake the process for an appeal hearing and prepare all documentation relevant to the appeal.

The decision made – and the reason(s) for that decision – will be notified to the student in writing, as soon as practicable.

This written notification will include advice on the right of appeal to NZQA and/or the Tertiary Ombudsman, should the student remain dissatisfied with the decision of OCA.