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Upskills Complaints Policy & Procedures

 

Version 3
Policy Owner: SB
Effective Date: 5.04.2025
Review Dates: 5.04.2026

Purpose

The purpose of this policy is to provide a clear process for learners, stakeholders and staff to raise complaints and to outline how Upskills will respond to and resolve complaints fairly, promptly, and transparently. This policy aligns with current NZQA Private Training Establishment (PTE) requirements and the Upskills Continuous Improvement policy and process to ensure continuous improvement in our operational, academic and overall quality management procedures.

Scope

Feedback from Upskills learners, stakeholders and the community is encouraged and welcomed by Upskills. Feedback resulting in improvement actions is logged in our Continuous Improvement log, and actions are monitored.

There may be situations where feedback escalates into a more formal complaint.

Definition of a formal complaint:

A formal complaint is an expression of dissatisfaction where the learner, staff member, or stakeholder seeks some form of redress or change in a manner that requires a formal process of resolution.

This includes, but is not limited to, programme and course delivery, tutor and/or administrative support, fairness, equity and cultural concerns, health, safety and wellbeing or issues with Upskills policies and procedures.

Policy statement

Upskills is committed to:

  • Providing a learning environment where feedback, concerns and complaints are welcomed and supported by policy and process as opportunities for improvement.
  • Ensuring complaints are addressed in a timely and fair manner.
  • Maintaining transparency throughout the complaint resolution process.
  • Keeping learners or other complainants informed about the progress and resolution of their complaints.
  • Providing appropriate support for learners and other complainants throughout the process.

Complaints Process

The complaints process is followed, where feedback is escalated to a formal complaint for further investigation.

Should a situation arise where feedback is a complaint, then please follow our complaints process:

Step 1: Refer to NZQA Study Complaints – Learner guide to complaints (2024)

Concerns and complaints can be made through a variety of channels such as the website, phone and email. Learner guidance is provided through NZQA: https://www.studycomplaints.org.nz/resources/learner-guide-complaints-0

Step 2: Open Communication

Provide the learner or other complainant with the opportunity for an open and confidential conversation to discuss the problem with the tutor or programme co-ordinator, or Upskills management – including, where applicable, escalation to Upskills Directors: Sarah Balfour – sarah@upskills.co.nz or Holly Patterson – holly@upskills.co.nz.

Learner Support During the Complaint Process
  • Learners may have a support person present.
  • Group complaints are permitted.
  • Language barriers will be accommodated through interpreters or translators if needed.

Step 3: Escalation

Should the complaint need to be escalated to the formal complaint process, then the complaint must be submitted in writing by the complainant or their support person. Upskills will then formally investigate the complaint. A written formal complaint submission is to be emailed to an Upskills Director. Upskills will acknowledge receipt within 48 hours.

Step 4: Unresolved complaints

The complainant is advised to seek independent help where a complaint remains unresolved. As a registered PTE with NZQA, Upskills recommends the following escalated process:

New Zealand Qualifications Authority

NZQA is a government agency that can investigate complaints about:

  • the quality of education, management, and pastoral care of learners in Private Training Establishments
  • the quality of education and pastoral care of learners at Te Pūkenga or Wānanga
  • the pastoral care of learners at universities
  • the pastoral care of international students at schools
  • fee refund concerns.

For more information, you can contact NZ Qualifications Authority:

Phone: 0800 697 296
Email: risk@nzqa.govt.nz
Visit: www.nzqa.govt.nz
In writing: PO Box 160, Wellington.

For further information, go to: https://www2.nzqa.govt.nz/tertiary/the-code/the-code-for-learners/learner-complaints

For learner study complaints | Ngā Amuamu Tauira:

Study Complaints | Ngā Amuamu Tauira is a free and independent service to help domestic tertiary learners and international students resolve disputes with their New Zealand education providers.

They can assist with:

  • Financial matters
  • Contractual matters
  • Redress claims.

It’s easy to get started, simply get in touch by:

Phone: 0800 00 66 75
Email: help@studycomplaints.org.nz
Visit: www.studycomplaints.org.nz

Complaints communication and follow-up process:

  1. Complaint Recorded – The complaint is logged in the Complaints Register.
  2. Acknowledgment – Learners receive confirmation of complaint receipt.
  3. Assessment by Management – The Upskills management team evaluates the complaint.
  4. Action Plan – Appropriate steps to address the complaint are identified.
  5. Response to Learner – The learner is informed of the resolution plan within 48 hours.
  6. Implementation and Resolution – Actions are taken, and other agencies are involved if necessary.
  7. Follow-up Check-in – Learners or other complainants are contacted post-resolution to ensure satisfaction.
  8. Review at Monthly Management Hui – Complaints and trends are reviewed for continuous improvement.

Continuous Improvement Culture

Upskills values all feedback and is committed to addressing concerns to enhance the quality of learning experiences. Feedback and Complaints are reviewed regularly to identify systemic improvements.

We aim to find a solution that works for learners and other complainants in the context of their complaint.

We are committed to always improving and providing learners, staff and stakeholders with a high-quality learning and support experience and value all feedback.

Ngā mihi

Upskills Team