Code of Practice

When students come to study in New Zealand, education providers have an important responsibility to ensure that those students are well informed, safe and properly cared for. 

To support this, the New Zealand government has developed the Education (Pastoral Care of International Students) Code of Practice 2016. Whitireia & WelTec has agreed to observe and be bound by this Code.

The Code of Practice defines the required outcomes education providers and their agents need to deliver for their international students. It doesn’t apply to concerns about academic standards.

The Code of Practice is available on the New Zealand Legislation website. Further information about the Code can be found on the New Zealand Qualifications Authority website.


Making a Complaint

If you (or your parents, if you’re under 18) have a complaint about Whitireia & WelTec, or about one of our representatives breaching the Code, you can make a formal complaint in writing to us. We’ll work with you to resolve any problem.

If your complaint is not resolved through Whitireia & WelTec’s complaints process, you can contact the New Zealand Qualifications Authority (NZQA) by phone on 0800 697 296 or email

If your complaint is related to financial or contractual disputes and is not resolved through Whitireia & WelTec’s complaints process, you can make a complaint to iStudent - iStudent is the appointed operator of the International Student Contract Dispute Resolution Scheme (DRS), which was set up to resolve financial and contractual disputes. 

The NZQA website provides detailed information on the complaints procedure.