Code of Practice

The Education (Pastoral Care for International Students) Code of Practice 2016

When students come to study in New Zealand, education providers have an important responsibility to ensure that those students are well informed, safe and properly cared for. To support this, the New Zealand government has developed the Education (Pastoral Care of International Students) Code of Practice 2016.

Whitireia has agreed to observe and be bound by this Code.

The Code of Practice prescribes the required outcomes education providers and their agents need to deliver for their international students. The Code of Practice does not apply to concerns about academic standards.

The Code of Practice is available on the New Zealand Legislation website. Further information about the Code can be found on the New Zealand Qualifications Authority website.


Making a Complaint

If you (or your parents, if you are under 18) have a complaint about Whitireia, or about one of Whitireia’s representatives breaching the Code, you can make a formal complaint in writing to Whitireia. We will work to resolve any problem.

If your complaint is not resolved through Whitireia’s complaints process, you can contact the New Zealand Qualifications Authority (NZQA) by phone on 0800 697 296 or email

If your complaint is related to financial or contractual disputes and is not resolved through Whitireia’s complaints process, you can make a complaint to iStudent - iStudent is the appointed operator of the International Student Contract Dispute Resolution Scheme (DRS), which was set up to resolve financial and contractual disputes -

The NZQA website provides detailed information on the complaints procedure at


This information is correct as of August 2018

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