Carey is committed to maintaining a fast and effective procedure to allow all students to bring forward any complaints or appeals where there is a cause for concern and immediate attention.
Carey aims to provide the best possible solutions for resolving complaints as soon as possible, in an amicable manner which will benefit the interests of both parties involved.
If a student has a complaint in relation to the teaching or operation of Carey they should speak in the first instance with the person involved. If the result of speaking with the person does not resolve the complaint then a student may wish to lodge a formal complaint.
The student must submit their complaint in writing and deliver it to Carey for consideration by the Principal who may also consult the faculty.
Once a formal complaint is lodged then some or all of the following actions will be pursued in order to resolve the issue:
Once a complaint is resolved summary notes and the decisions are to be recorded. Copies of all correspondence from and to you will be kept in your student file.
At any stage in the process students may lodge a grievance with the Quality Commission, an independent body that provides a complaints resolution service for students: www.itenz.co.nz/quality-commission
Students also have the right to lodge a grievance with NZQA, who provide a service to assist students with complaints. NZQA can be contacted via email, [email protected]
Where appropriate and in instances where agreement cannot be reached, mediation may be called for.
A mediator will be selected on the agreement of all parties, however if agreement cannot be reached the Principal will nominate an appropriate mediator.
Once a mediator has been appointed they will contact each party and speak with them separately before another hearing is called.
At the conclusion of the hearing and the period of mediation, the mediator will complete a report outlining the proceedings and the decisions reached; this report must be signed by all parties and mediator.
This Complaints Flowchart is an easy and helpful reference guide to Carey’s complaints procedure.
This policy can also be found in Academic Regulations and Calendar 2018. Copies are available for students at reception, in the library and on Careyonline.