About this case

A group of primary school students were due to travel to NZ to enjoy a term at a Primary school. Unfortunately, due to border closures and the subsequent lockdown, the students were unable to travel. Parents and agents of the students contacted the school and enquired about receiving a refund due to the students being unable to attend. The school’s response was not acceptable to many of the parents.

How we helped

iStudent Complaints received several enquiries. iStudent Complaints contacted the school and assisted the parties involved by monitoring and prompting communication as well as clarifying queries and answers when meaning was lost in translation.


All the complaints were resolved by either iStudent Complaints Resolution Coordinator facilitating discussions or via mediation with a Resolution Practitioner.