Concerns and Complaints
The following systems are in place for expressing concern or complaints:
- Suggestions box located in reception.
- Quarterly Class Forums for students.
- One on one and Weekly Meetings for staff.
- Regular stakeholders surveys, i.e. Student Evaluation Forms & Initial Surveys.
- Student Query Form located in reception and on Wellpark website.
- Formal Complaints Form located in reception and on Wellpark website.
- Student Assessment Appeal Form located in reception and on Wellpark website.
All formal complaints are considered by the Management Team as a whole with minutes recorded. The College reserves the right to decide the final outcomes/solutions. Complaints will only be considered for up to six months after the occurrence.
Any assessment appeal must be made within two weeks of you receiving your marked work and the result. If the College refers the matter on a qualified and external assessor for adjudication, the decision will be final unless the matter is referred to NZAPEP or NZQA.
The following procedures apply:
Informal issues are best dealt with directly with the affected parties involved as soon as possible. If this action does not seem appropriate, or you feel uncomfortable, or you require assistance you should first contact either your Tutor or the Faculty Support if you are a student, or your Direct Manager if you are staff. This person will attempt to resolve the issue for you using Wellpark policies and procedures, or will refer the issue on as appropriate.
Formal complaints should be addressed to the College Manager. A Formal Complaints Form can be found in the College reception and on the Wellpark Website (link above) and should be filled in then returned to reception in a sealed envelope addressed to the College Manager. Alternatively you can email the College Manager (firstname.lastname@example.org). You will receive a response within 5 working days and consultation with you for a satisfactory resolution will begin.
If you are not satisfied with any aspect of the Wellpark assessment process (e.g. fairness of test, marking, reporting of results), you can appeal. Try to resolve the matter in the first instance with the assessor concerned. If the matter cannot be resolved you should fill in a Student Assessment Appeals Form found in the reception areas and on the Wellpark website. If there is still no resolution, the College will refer the matter to a qualified and external assessor for adjudication whose decision will be final unless appealed to NZAPEP or NZQA as outlined below.
NOTE: Any assessment appeal must be made within two weeks of you receiving your marked work and the result.
If you are unhappy with the College decision(s), you may appeal the decision:
Should you want to pursue the matter outside your institution you may lodge an appeal with the Quality Commissioner of the New Zealand Association of Private Education Providers (NZAPEP). This appeal must be the Quality Commissioner within 2 month of the date of the act or omission giving rise to the complaint. You can find out about the quality commission scheme here: www.qualitycommission.co.nz. Leaflets are available at College.
As an alternative, or if you are not satisfied with the Quality Commission recommendation, your final recourse is to the NZQA Students Complaints Process. This appeal must be referred to NZQA within 6 months of the act or omission giving rise to the complaint. Please visit their website www.nzqa.qovt.nz
International students may also contact IEAA at email@example.com. Regarding breaches of the Education (Pastoral Care for International Students) Code of Practice, you can also refer your complaint to Disputes Regulation Scheme. Please visit their website: http://www.istudent.org.nz/istudent-complaints.