We are excited to introduce our new scheme – Study Complaints | Ngā Amuamu Tauira.
Coming into effect on 1 January 2024, we will assist both domestic tertiary learners and international students to resolve financial and contractual disputes with their education provider, and following breaches of the Tertiary and International Learners Code of Practice can consider claims for redress.
Since 2016, Fair Way has provided iStudent Complaints, the current dispute resolution scheme for international students.
After a formal tender process, the Minister of Education recently appointed Fair Way as the operator of the new combined Domestic Tertiary Student and International Student Contract Dispute Resolution Scheme, established by the Education and Training 2020 Act.
Under the name Study Complaints | Ngā Amuamu Tauira, Fair Way will provide this new combined service, following the Education (Domestic Tertiary Student and International Student Contract Dispute Resolution Scheme) Rules 2023.
We will provide a process that empowers students and providers to resolve matters early and through consensual means where possible. Our aim is to meet the needs of students in Aotearoa, ensuring that they have a voice in the process and that their mana, identity and wellbeing is prioritised. If they are unable to reach an agreed outcome, our service can provide finality through adjudication where a binding decision is issued.
We will share learnings and insights from the disputes we manage, so education providers can use these to inform their policies and internal complaints processes. In this way the scheme will support the wider student experience.
We look forward to engaging with education providers and student organisations, in order to ensure that the service is accessible to students, and to work together to improve learner experiences.
International students can continue to access iStudent Complaints and tertiary learners can continue to access the Tertiary Education Dispute Resolution scheme until the end of the year. Any disputes in progress with the existing services will be transitioned to the new service when it comes into effect.
In the coming months, we will share more information on the new service, including updates on the transitional arrangements for any students who have disputes in progress.