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Our Commitment to The Code of Practice

New Zealand Institute of Studies (NZIoS) has agreed to observe and be bound by the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021.  Copies of the Code are available on request from the institute or from the NZQA website

NZIoS 2024 Code of Practice Self-Review Executive Summary

As a tertiary training provider open to both domestic and international students, NZIOS has been constantly reviewing all sections of The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (hereafter “the Code”) to ensure the alignment of our pastoral care delivery with the requirements of the Code. After completing the NZQA attestation stating how NZIOS has implemented the requirements of the Code, we are confident that we are meeting the intended impact of both the required first four outcomes and all other relevant outcomes of the Code.

Outcome 1: A learner wellbeing and safety system

  • NZIOS has a comprehensive set of policies and procedures to ensure learner wellbeing and safety.
  • The set of policies and procedures are annually reviewed and updated, using the input from various stakeholders like learners, LAC members and experts in the Code implementation.
  • NZIOS collected information from LAC stakeholders on their up-to-date views of Pastoral Care needs in mid-2024. Strategic goals for pastoral care were reviewed, and they are still valid. The QMS Section 7 Pastoral Care was revised during 2024. Procedures are up to date.
  • Information relating to NZIOS’s code implementation is available and accessible to learners, staffs and the general public, for example, via NZIOS’s official website, or Student Info Hub & Staff Info Hub on Teams or campus noticeboards.

Outcome 2: Learner Voice

  • Learners are informed how to communicate with the institute at the day of orientation and at the first day of their programme by teachers
  • Learner voice is collected via a range of channels like Principal visits, communication with student services team and teachers’ dialogue with learners.
  • Classroom visits and discussions (Principal visits) held during the last year including feedback on Student Information Hub resources (MS Teams) returned no current deficiencies in learner wellbeing and safety features or practices for our learners. Resources include third party providers and web addresses.
  • Learners know how to make a complaint. Information relating to how to complain can be found in Student Info Hub.
  • It is noted there were no complaints or critical incidents during 2024 year to date.
  • Besides, NZIOS has continued to collect feedback via learner and graduate surveys. Chat support functions are available through WeChat and MS Teams for staff/student interaction & communication.

Outcome 3: Safe, inclusive, supportive and accessible physical and digital learning environments

  • During the post-pandemic period, Maxxhub, an interactive screen technology tool enabling immersive communications, was added to classrooms in 2024 for effective in class and online delivery simultaneously.
  • MS Teams continues to be a core tool for learners and staff to access information. Student Info Hub and Staff Info Hub are core channels for sharing information and resources to students and staff. For example, class channels on MS Teams provide for storage and distribution of teaching and learning materials. Academic support clinics are offered on campus and online via Teams.
  • Critical Incident and Emergencies Procedures Manual was reviewed and updated in the first half of 2024.

Outcome 4: Learners are safe and well

  • Staff Info Hub enables learners to access information relating to how to keep mentally and physically healthy.
  • Information about how to live in New Zealand is included in Student Handbook, for example, how to make an emergency call, where to shop, and how to find a job.

Other relevant outcomes

  • NZIOS discussed pastoral care topics in weekly management/academic meetings. Any emerging issues were promptly discussed and addressed.
  • NZIOS has a robust system monitoring and managing education agents. Education agents are well monitored and managed under current system.
  • Under 18 students are well supported. Besides, currently NZIOS does not have any learner with a lived experience of disability, yet we do have Students with a Disability procedure in place.

Immigration

Full details of visa and permit requirements, advice on rights to employment in New Zealand while studying, and reporting requirements are available through the New Zealand Immigration Service, and can be viewed on their website at immigration.govt.nz

Eligibility For Health Services

Most international learners are not entitled to publicly funded health services while in New Zealand.  If you receive medical treatment during your visit, you may be liable for the full costs of that treatment.  Full details on entitlements to publicly-funded health services are available through the Ministry of Health and can be viewed on their website at health.govt.nz

Accident Insurance

The Accident Compensation Corporation provides accident insurance for all New Zealand citizens, residents and temporary visitors to New Zealand, but you still may be liable for all other medical related costs.  Further information can be viewed on the ACC website at acc.co.nz

Medical And Travel Insurance

International learners must have appropriate and current medical and travel insurance whilst studying in New Zealand.

Summary of the Code

The Code sets standards for educational providers to ensure that:

  • high professional standards are maintained
  • the recruitment of international students is undertaken in an ethical and responsible manner
  • information supplied to international students is comprehensive, accurate, and up-to-date
  • students are provided with information prior to entering into any commitments
  • contractual dealings with international students are conducted in an ethical and responsible manner & the particular needs of international students are recognised
  • international students under the age of 18 are in safe accommodation
  • all providers have fair and equitable internal procedures for the resolution of international student grievances

When learners from other countries come to study in New Zealand, it is important that those learners are well informed, safe and properly cared for.  New Zealand educational providers have an important responsibility for international learners’ welfare.  The following provides an overview of the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code) and provides a procedure that students can follow if they have concerns about their treatment by a New Zealand educational provider or agent of a provider.

What Is The Code?

The Code is a document that provides a framework for service delivery by educational providers and their agents to international learners.  The Code sets out the minimum standards of advice and care that are expected of educational providers with respect to international learners.  The Code applies to pastoral care and provision of information only and not to academic standards.

Who Does The Code Apply To?

The Code applies to all education providers in New Zealand with international learners enrolled.  The Code is mandatory to these providers and must be signed by them.

What Is An “International Learner”?

An “international learner” is a foreign student studying in New Zealand.

How Can I Get A Copy Of The Code?

You can request a copy of the Code from New Zealand Institute of Studies (NZIoS) or it is available online from www.minedu.govt.nz/goto/international

How do I know if an education provider has signed the Code?

The New Zealand Ministry of Education maintains a register of all signatories to the Code. This is available online from www.minedu.govt.nz/goto/international. If the education provider that you are seeking to enrol with is not a signatory to the Code, you will not be granted a permit from the New Zealand Immigration Service and you will not be able to study at that institution.

What Do I Do If Something Goes Wrong?

If you have any concerns about your treatment by your education provider or by an agent of he provider, the first thing you must do is contact the chief pilot, the international learner director, or another person who has been identified to you as someone that you can approach about complaints at your institution.  The Code requires all institutions to have a fair and equitable internal grievance procedures for students and you need to go through these internal processes before you can take the complaint any further.  If your concerns are not resolved by the internal grievance procedure, you can contact the NZQA.

Making a complaint to the NZQA

If your education provider has not resolved your complaint, and you still wish to have it resolved, then you can contact NZQA. NZQA is a government organization. They can provide an independent assessment of your complaint.

How Can I Contact The NZQA?

Download the Complaints form; http://www.nzqa.govt.nz/assets/About-us/Complaints-Form.pdf

Send your completed complaints form along with supporting evidence to;

The Complaints Officer

Quality Assurance Division

P.O. Box 160

Wellington 6140

or

e-mail a scan of your completed form and supporting evidence to qadrisk@nzqa.govt.nz

If you need more information on the complaints process, contact NZQA on 0800 697 296

Code of Practice

 

Study in New Zealand

For more information on studying in New Zealand 

Education New Zealand

COVID-19 information for international students

Find details about the latest COVID-19 border announcements for international students wanting to travel to New Zealand, and information for students currently studying offshore

COVID–19 Government 

 

Your country’s embassy

Foreign missions are your country’s embassy, high commission or consulate. You can contact your foreign mission if you need assistance while you’re in New Zealand or if you can’t afford to travel home. You can find contact details for your foreign representative in New Zealand on the Ministry of Foreign Affairs and Trade website.

Ministry of Foreign Affairs and Trade