Te reo ō ngā tauira

Tauira Representatives help make sure tauira voices reach the right people. They can:

• Collect feedback from classmates

• Talk with kaiako and Tauira Support Advisors

• Attend campus hui to share ideas and concerns

• Report back to their class after hui

The role is voluntary, but it’s an important leadership opportunity. As a Tauira Representative, you’ll:

• Get to know more tauira and kaimahi

• Develop communication and organisation skills

• Learn how Te Wānanga o Aotearoa works

• Make a positive difference for others

You’ll also be supported by a Tauira Support Advisor, who helps organise hui and guides you in your role.

Tauira Representatives are chosen early in the year and each class has the opportunity to elect a representative. To be eligible, you must:

• Be enrolled in a class or programme

• Not be related to your kaiako or be a Te Wānanga o Aotearoa staff member

• Agree to share your contact details with classmates for representative purposes

If no one initially volunteers, a representative can be elected later by contacting the Tauira Support Advisor.

Your term lasts until your programme ends. If your class continues through summer, you remain the representative during that time as well.

A complaint is when you tell us that something isn’t right:

• How you were treated

• Your learning or teaching experience

• A decision that feels unfair

• The way a process or service was handled

You can make a complaint about any issue that affects your learning, safety, or wellbeing.

Most problems can be sorted out quickly and informally.

If you feel comfortable, start by talking with:

• Your kaiako

• Your Tauira Support Advisor or another trusted kaimahi

• Your Tauira Representative

They can often help you resolve things early without needing a formal complaint. If you’d rather not talk directly to someone involved, or if the issue isn’t resolved, you can move to the next step.

Is your complaint about cross credits, credit transfer or awards, assessment results or not receiving your qualification?

If you:

• Received a letter stating that credits from a previous Te Wānanga o Aotearoa programme can’t be counted towards your current programme. This is a cross credit issue.

• Were advised that credits earned somewhere else can’t be transferred to your current Te Wānanga o Aotearoa programme. This is a credit transfer or award issue.

• Disagree with the mark or grade awarded for your work.

• Met all requirements but haven't received your certificate or diploma

Next step: Please complete the Educational Review Application form.

Is your complaint about behaviour or conduct?

For example:

• Receiving a letter or message about a breach of rules or misconduct.

Next step: Please complete the Educational Review Appeal Form.

If your concern isn’t one of the issues above, you still have options. To help you choose the next best step, think about:

• Have I tried to talk about this with the person or people involved?

• Would I like help to sort it out informally first?

If you’ve tried to resolve the issue informally -or don’t feel safe doing so- you can make a formal complaint.

To do this, fill in the online complaint form, or ask your Tauira Support Advisor for help to complete it or email your grievances to: info@twoa.ac.nz

• Tell us what happened and what you’d like to see happen next

• You’ll get an acknowledgement that we’ve received your complaint

• We’ll look into it, keep you informed, and let you know the outcome

• We aim to handle all complaints fairly, respectfully, and confidentially

Document links:

• Tauira complaints process

• Individual complaints form

• Group complaints form

• Complaints appeal form

Your complaint will be reviewed by the appropriate team to ensure it is handled carefully and fairly. We will: 

• Acknowledge your complaint and explain what will happen next

• Talk with you (if needed) to understand what happened

• Work to resolve your concern in a fair and timely way

• Keep you updated until the process is complete

All complaints are treated with care and privacy. Only the people who need to help will be involved.

If you’re not satisfied with the result or how your complaint was handled, you can take your complaint further. You can contact:

• NZQA (New Zealand Qualifications Authority) – for concerns about how your complaint was handled or about academic quality

• Tertiary Education Dispute Resolution Scheme (TEDRS) – for independent support with serious issues

NZQA – Making a complaint
Tertiary Education Dispute Resolution Scheme

Under the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021, you have the right to:

• Be treated with fairness and respect

• Have your complaint heard and responded to

• Feel safe when raising a concern

• Get help if you need it

Te Wānanga o Aotearoa follows this Code to make sure every tauira is supported and protected.