Upskills Complaints Policy and Procedures

 

Purpose

The purpose of this policy is to provide a clear process for ākonga, stakeholders, and staff to raise complaints and to outline how Upskills will respond to and resolve complaints fairly, promptly, and transparently. This policy aligns with NZQA PTE requirements and the Upskills Continuous Improvement policy. No ākonga, stakeholder, or staff member will be disadvantaged for raising a concern or complaint in good faith. Complaints about an assessment decision (for example, a marking or grading outcome) are handled through the assessment appeals and remarks process set out in the Ākonga Handbook rather than under this policy.

 

Scope

Feedback from Upskills ākonga, stakeholders, and the community is encouraged and welcomed. Feedback leading to improvement actions is logged in the Continuous Improvement Log. Formal complaints are expressions of dissatisfaction where the complainant seeks redress, including but not limited to programme and course delivery; kaiako and/or administrative support; fairness, equity, and cultural concerns; health, safety, and wellbeing; or issues with Upskills policies and procedures. Concerns about an assessment outcome are an assessment matter and are addressed through the appeals and remarks process set out in the Ākonga Handbook. If a complainant is unsure which process to follow, Upskills staff will assist them in choosing the correct one, and no one will be disadvantaged for asking.

Policy Statement – Upskills is committed to:

• Providing a learning environment where feedback, concerns, and complaints are welcomed.
• Ensuring complaints are addressed in a timely and fair manner.
• Maintaining transparency throughout the complaint resolution process.
• Keeping complainants informed about progress and resolution.
• Providing appropriate support for ākonga and other complainants throughout the process.
• Ensuring no one is disadvantaged or treated less favourably for raising a concern or complaint in good faith (our no-detriment commitment).

Complaints Process

Step 1: Initial Contact

Concerns and complaints can be raised in person, by phone, or by email to feedback@upskills.co.nz  or through the ‘making a complaint’ page on the Upskills website. Our designated complaints contact is the Complaints Officer (the General Manager), who oversees complaints and maintains the Complaints Register. We will acknowledge every complaint within two working days.

Step 2: Open Communication

Provide the ākonga or complainant with the opportunity for an open and confidential conversation with the kaiako, programme coordinator, or Upskills management. Ākonga may have a support person present. Group complaints are permitted. Language barriers will be accommodated through interpreters or translators if needed.

Step 3: Formal Complaint

If a concern cannot be resolved informally, a formal complaint may be made in writing to the Complaints Officer (General Manager) at feedback@upskills.co.nz. If the complaint is about the General Manager or a Director, or the complainant would prefer not to raise it with the General Manager, it may be made directly to a Director or to the Board. We will acknowledge a formal complaint within two working days, provide an initial response and proposed approach within five working days, and aim to resolve it within 20 working days. If a complaint is complex and will take longer, we will explain why and keep the complainant informed with regular updates.

Step 4: Unresolved Complaints — External Escalation

If a complainant is not satisfied with the outcome, they may take the unresolved complaint to an independent agency:

• New Zealand Qualifications Authority (NZQA) — investigates concerns about the quality of education and pastoral care at New Zealand education providers. Phone 0800 697 296; www.nzqa.govt.nz.
• Study Complaints | Ngā Amuamu Tauira — the independent dispute resolution scheme for domestic tertiary ākonga, which can help with financial and contractual disputes. Phone 0800 00 66 75; www.studycomplaints.org.nz.
• Office of the Ombudsman — considers complaints about the decisions and conduct of organisations. www.ombudsman.parliament.nz.

 

Complaints Communication and Follow-Up

• Complaint received and recorded in the Complaints Register.
• Acknowledgement sent to the complainant within two working days.
• Assessment by Upskills management team.
• Initial response and proposed approach provided to the complainant within five working days.
• Investigation completed and outcome communicated, with most complaints resolved within 20 working days; where more time is needed, the complainant is told why and kept updated.
• Implementation and resolution, with other agencies involved if necessary.
• Follow-up check-in with ākonga or complainant post-resolution.
• Review at monthly management hui, including the number and nature of complaints and outcomes.

Roles and Responsibilities

Role	Responsibilities
Directors	Serve as an escalation point for formal complaints. Ensure complaints are investigated fairly and transparently.
General Manager	Act as the designated complaints contact (Complaints Officer) and maintain the Complaints Register. Coordinate investigation and response processes. Report complaint trends at the monthly management hui.
Programme Coordinators	Receive initial concerns and attempt informal resolution. Escalate formal complaints to the General Manager.
Kaiako	Support ākonga through the initial concerns process. Refer unresolved concerns to programme coordinators.

 

Related Documents

Document Name	Source	Responsible
Continuous Improvement Policy	Upskills QMS	General Manager
Ākonga Wellbeing Policy	Upskills QMS	General Manager
Ākonga Handbook (Appeals and Remarks)	Upskills QMS	General Manager
NZQA Learner Guide to Complaints	NZQA	General Manager