Complaints
Ara is a diverse community with a range of different perspectives. Sometimes issues, differences, and disagreements can arise.
To enable resolutions, we have a range of procedures you can utilise:
- Talk to the person/people involved to see if you can resolve matters together
- Raise concerns with a tutor/academic manager where appropriate
- Speak to our Student Advocate
- Make a complaint
At Ara, there are three types of complaints you can make. What kind of complaint you choose to lodge can impact the timelines, disclosure requirements, and outcomes available. Complaints are a serious process and should typically only be utilised where other resolution attempts have not been successful. The forms of complaint are:
- Anonymous Complaint – For issues to be raised. Anonymous complaints are appropriate for flagging issues, or themes to departments. As the complainant remains anonymous, specific outcomes cannot be communicated.
- Informal Complaint – For issues to be addressed. Informal complaints are an opportunity to raise concerns with parties involved and resolve them in a constructive and collaborative manner. Informal complaints often utilise assisted resolution processes in seeking outcomes for complainants.
- Formal Complaint – For more serious issues, formal complaints are likely appropriate. Formal complaints may prompt a full investigation of claims raised, if deemed appropriate. Identifiable information will be shared with all necessary parties to a formal complaint in line with the principles of natural justice, including, but not limited to, the respondent.
Useful links for more information
- Tertiary and International Learners Code of Practice » NZQA
- Student complaints about an education organisation » NZQA
- Office of the Privacy Commissioner | Home
- Ombudsman New Zealand | Tari o te Kaitiaki Mana Tangata
- iStudent complaints
- Human Rights Commission
Submitting a complaint
Before making a formal complaint, we encourage you to read our Complaints Policy to gain an understanding of the procedure. Then either download a Complaint Form or fill in the form below.
How we report on complaints
In December 2016, the Chief Ombudsman, Judge Peter Boshier, advised entities covered by the Official Information Act and related legislation that his office had decided to publish six-monthly reports on official information complaints received by his office and the outcomes of their investigations.
In responding to this initiative, Te Kāhui Manukura, the Leadership Group of Ara, decided to match the Ombudsman by publishing a six-monthly report on the complaints and enquiries received by the Ara Institute of Canterbury at the Executive level.