Safety & Support - Updated August 2026
International student rights, pastoral care and complaints
This guide explains the NZQA Pastoral Care Code, student fee protection, provider responsibilities, complaint steps and how to ask for help without making legal claims about any individual case.
Answer first
New Zealand education providers have responsibilities for international student wellbeing, safety, information and support, and students can use formal complaint pathways if problems are not resolved.
This guide explains the NZQA Pastoral Care Code, student fee protection, provider responsibilities, complaint steps and how to ask for help without making legal claims about any individual case.
The Pastoral Care Code
The Education (Pastoral Care of Tertiary and International Learners) Code of Practice sets expectations for education providers. It covers wellbeing, safety, information, accommodation-related support and learner voice.
Try to resolve problems early
Students should first raise concerns with the provider using the provider's support or complaints process. Keep written evidence and dates.
External complaint pathways
If a problem is not resolved, students can use official complaint routes such as NZQA learner complaints or Study Complaints, depending on the issue.
Student Fee Protection
Student Fee Protection is designed to protect student fees in certain provider or course-closure situations. Students should check current NZQA information for how it works.
Quick answers
Who monitors international student care?
NZQA provides information about the Code and learner complaint pathways for relevant education providers.
What if my provider does not solve my problem?
Use the provider process first where appropriate, then check NZQA or Study Complaints guidance.
Are fees protected?
Student Fee Protection rules exist, but students should check current NZQA information and provider documents for their situation.