Grievance Management Procedures
Informal Grievance Management
- CIM anticipates that most grievances can be resolved through prompt, informal discussion.
- Students are encouraged to resolve issues informally with the relevant parties whenever possible.
- An informal grievance can be raised by contacting the Student Support Manager.
Formal Grievance Management – Internal
- All formal grievances or complaints must be submitted to the Student Support Manager by completing the Student Grievance Form.
- This should be done promptly, preferably within ten (10) working days of the incident or the failed informal resolution attempt.
- The Student Support Manager will inform the student in writing that the grievance has been received and advise on the next steps and estimated resolution time.
- The student must be assured of a genuine intention to resolve the grievance in an unbiased and timely way.
- If the issue involves other parties, the Student Support Manager, in liaison with the Programme Leader, must communicate the grievance to the Academic Director/Dean.
- The Academic Director/Dean will then communicate the matter to the relevant parties in a timely manner.
- The Student Support Manager will provide progress updates to the student.
- Evidence for the outcome must be provided to the student where applicable.
Internal Appeal Process
- If a student is not satisfied with the outcome, they can appeal in writing to the Academic Director/Dean.
- The appeal must be submitted with all relevant details and evidence within ten (10) working days of receiving the initial grievance response.
- The Academic Director/Dean will consult with the complainant and other relevant parties within ten (10) working days of receiving the appeal.
- Consultations should be face-to-face where possible.
- The complainant or respondent can bring a support person to these interviews.
- Students can bring a support person of their choice, including whānau or an advocate.
- The support person cannot be a legal professional unless the case is escalated to a formal legal process.
- Following the consultation, the Academic Director/Dean will provide a written report to the complainant within ten (10) working days, advising of the steps taken and the reason for the decision.
- The report will also advise the complainant of their right to access the external appeal process if they are still not satisfied.
Formal Grievance Management – External
If a student is not satisfied with the outcome of the internal processes, they may contact the following independent bodies:
- Office of the Ombudsman
- Investigates complaints about the administrative conduct of public education providers.
- This service is free.
- Hours: 8:30 to 17:00, Monday to Friday
- Phone: 0800 802 602
- Website: www.ombudsman.parliament.nz
- New Zealand Qualifications Authority (NZQA)
- Handles complaints about the quality of education, pastoral care, fee refunds, and contractual matters with various education providers.
- Phone: 0800 697 296
- Email: risk@nzqa.govt.nz
- Website: www.nzqa.govt.nz
- Study Complaints | Ngā Amuamu Tauira
- An independent service that helps domestic and international tertiary learners resolve contractual and financial disputes with their New Zealand education providers.
- Phone: 0800 00 66 75
- Email: help@studycomplaints.org.nz
- Website: www.studycomplaints.org.nz