Student Complaints and Appeals

You can raise concerns about your learning, services, an agent or another aspect of your experience. You can have a support person or advocate at every step.

A fair and confidential process

Complaints are considered fairly, using evidence and without bias. Information is shared only with those who need it to respond or as required by law.

HOW TO MAKE A COMPLAINT

Follow these steps to raise a concern and, if needed, escalate it for further review.

Step 1

Raise your concern

Put your concern in writing to your
lecturer or pastoral support contact.
Explain what happened, relevant dates, any supporting material and the outcome you are seeking. Laurus NZ aims to resolve the matter within two working days.

Step 2

Request help/support

If you need help writing your concern,
contact support@laurus.ac.nz

You do not need to provide sensitive details through a public form.

Step 3

Escalate

If the matter is not resolved, submit it in
writing to the Chief Executive Officer (New Zealand). A staff member is assigned to review and investigate.

You may ask for an explanation of the decision and raise concerns about fairness or conflicts of interest.

Academic assessment appeals

First discuss an assessment result with your lecturer so you understand the feedback and marking.
If it remains unresolved, refer it to the Director of Academic Operations, then the Chief Executive Officer (New Zealand).

Ask us for the applicable programme assessment rules and any relevant conditions.

External help

If the internal process or outcome has not resolved your concern, NZQA’s learner
complaints page explains complaints about Code compliance and other
provider concerns. NZQA is not an automatic re-marking service.

Study Complaints is a free and independent service for domestic tertiary and international learners with financial or contractual disputes, and eligible redress matters after an NZQA Code investigation. Phone 0800 00 66 75 or use its website. It determines whether it can consider a dispute.

For privacy concerns, contact our New Zealand team and read the Office of the
Privacy Commissioner’s guidance.

Need further support?

Visit our Student support page for more information and ways to get help.