All students/learners at ITPs will have access to a complaints procedure if they are not satisfied with the training/education provided. Some complaints will be related to individual matters that may only be resolved locally at the ITP and some complaints may be more serious and require involvement of external organisations such as ITP Quality or the Office of the Ombudsmen.
In most cases students should first attempt to resolve any complaints directly with the ITP through internal complaints procedures.
If it is not possible to resolve the complaint or students consider that they have been treated unfairly then there are a number of options:
- Students may contact ITP Quality;
- Students may contact the Office of the Ombudsment for advice;
- Students may lodge a formal complaint either with the Office of the Ombudsmen or with ITP Quality.
Complaints that should go to the Office of the Ombudsmen
If the complaint is an individual student complaint where students consider that they have not been treated fairly by the ITP then it may be appropriate to contact the Office of the Ombudsmen.
Complaints that should go to ITP Quality
If the complaint is related to the quality of the programme and the matter is not able to be dealt with by the ITP then students may approach ITP Quality with any concerns.
ITP Quality may investigate quality concerns and will check with the students regarding whether they wish their complaint to be anonymous or not.
In most cases ITP Quality will seek a response from the Chief Executive of the ITP to any quality matter raised by a student.
Students should contact ITP Quality if they are unsure what to do about a particular concern.
International students may take complaints to the International Education Appeal Authority (IEAA). Information about this process is available from the Ministry of Education website: