Te reo ō ngā tauira

Once you submit a concern, it will be reviewed, triaged and directed to the right team.

A Resolution Partner will be assigned to support the process. They may contact you to:

• Understand your experience

• Ask for more information

• Work with you towards a resolution

We aim to respond in a way that reflects:

• Te Aroha – care and respect

• Ngā Ture – fairness and consistency

You will be kept informed as your concern progresses.

Most concerns are resolved within 10 working days.

If your concern is more complex, it may take longer. If this happens, we will:

• Let you know

• Explain why

• Keep you updated

We are committed to responding in a timely and respectful way.

Āe - yes. You will receive updates at key stages, including:

• When your concern is received

• When it is assigned

• When there are outcomes or next steps

We want to ensure you feel informed and supported throughout.

You can speak with:

• A Tauira Support Advisor

• A trusted kaimahi member

• Your whānau or support network

You do not have to go through this process alone. We are here to tautoko you.

Not always.

In some cases, your Resolution Partner may ask to kōrero with you to better understand your concern. This will always be:

• Respectful

• Supportive

• Focused on your experience

If you feel uncomfortable, you can talk through options with your Resolution Partner or Tauira Support Advisor.

No. To ensure concerns are considered and addressed fairly, we are unable to accept anonymous concerns.

In most cases, we will need to share some information about your concern as part of the resolution process.

However, your privacy and safety are important to us. If you have concerns about being identified:

• Let us know

• We will discuss your concerns and any available options with you

While we cannot guarantee anonymity, we will treat your information respectfully and only share it as needed to address your concern.

Āe — absolutely.

You have the right to:

• Be treated with respect

• Have your concern heard

• Feel safe raising your experience

We are committed to upholding:

• Ngā Ture – fairness and integrity

• Te Aroha – care for all tauira

Yes.

While many concerns can be resolved through early kōrero, which we encourage, you are not required to speak with anyone before submitting a concern.

If you do not feel comfortable raising the issue yourself, we will support you.

A concern:

• Is usually resolved early and informally

• Focuses on improving your experience

• Aims to find a solution quickly

A formal complaint:

• Is used for more serious or complex issues

• Involves a more structured process

If needed, your concern may be escalated to a formal complaint to ensure it is handled appropriately.

If you are not satisfied with the outcome, you can:

• Talk with your Resolution Partner

• Seek support from a Tauira Support Advisor

• Ask about next steps, including a formal complaint

We are committed to working with you to find a fair outcome.

A Concerns Resolution Partner:

• Works with you to understand your concern

• Helps guide the resolution process

• Supports respectful and timely outcomes

They:

• Do not investigate formal complaints

• Do not make disciplinary decisions

Their role is to support resolution in a way that upholds: Te Aroha, Ngā Ture, Te Whakapono and Kotahitanga.

The Resolution Kaitiaki helps ensure the process is:

• Safe

• Fair

• Consistent

They support the Resolution Partner and help ensure concerns are progressing appropriately.

The Kiriwhanake (People) Team may be involved when a concern relates to kaimahi.

Their role is to:

• Support fair and appropriate handling

• Ensure processes align with organisational responsibilities

That’s okay.

You can:

• Talk with a Tauira Support Advisor

• Have a general kōrero first

You don’t need to have everything figured out before reaching out.

Āe.

A Tauira Support Advisor or trusted kaimahi can help you:

• Understand the process

• Structure your concern

• Feel confident submitting it

No.

Raising a concern will not negatively impact your study. You have the right to speak up and be supported. This reflects our commitment to Te Whakapono — ensuring you can trust the process.

You are not required to speak directly with them if you feel uncomfortable.

You can submit your concern, and it will be handled appropriately and respectfully.

If you feel unsafe or need urgent support:

• Contact us directly so we can provide support

• If there is an immediate risk to your safety or the safety of others, call 111

Your safety and wellbeing are our priority.