Complaints and Appeals
We're here to listen. If you have a concern, complaint, or wish to appeal an academic decision, you can raise it with us. We will take your feedback seriously, treat it fairly, and work with you to achieve a timely resolution. Your feedback helps us improve the learner experience and shape the services we provide.
Forms and documents
Concerns
Raise a concern
If you feel comfortable doing so, talk to your Learner and Workforce Account Manager, assessor, tutor or the person involved. Many concerns can be resolved quickly this way.
If you do not feel comfortable approaching the person involved, you can talk to another Connexis staff member, use our online feedback and complaints form, or email quality@connexis.org.nz.
Complaints
Make a formal complaint
You can make a formal complaint if your concern has not been resolved, or you can make a formal complaint straight away.
You can make your complaint:
- Through a Connexis staff member
- Using our online feedback and complaints form
- By emailing quality@connexis.org.nz.
Please include:
- Your name and contact details
- Your programme
- What happened
- Any steps you have already taken
- The outcome you are seeking
- Any information or documents that support your complaint.
You may have a support person, representative or advocate with you during the process.
Any complaints made will be treated confidentiality with information and details related to the concern/complaint treated on a ‘need to know’ basis in all cases.
What happens next?
The Complaints Officer will acknowledgeand tell you who will be handling it. Connexis will review the information, let you know if anything else is needed and keep you informed about progress.
If a meeting is needed, you will be told who will attend and may bring a support person. You will receive a copy of the meeting notes which will be used to inform the complaint outcome.
After the complaint has been investigated, all parties to the complaint will be informed of the complaint resolution and corrective actions in writing.
Academic Appeal
Appeal an academic decision
If you believe an assessment or other academic decision was unfair or the correct process was not followed, talk to your assessor or tutor first.
If the issue is not resolved, you can make a formal academic appeal in writing to the Connexis Quality Assurance team within 10 working days of receiving the decision. Explain why you are appealing and include any supporting information.
Connexis will acknowledge your appeal within 5 working days. Someone who was not directly involved in the original decision will review it. You will usually receive a written outcome within 15 working days.
Connexis reserves the right not to act related to anonymous complaints based on hearsay, or if the complainant does not provide sufficient information, or the complaint is raised more than 21 working days after the alleged incident/ problem.