Ākonga Concerns, Complaints & Appeals
It is worth being familiar with student complaints processes. The student website has a page dedicated to information about complaints here. There are different types of complaints.
Ākonga should always try to resolve issues directly with the person concerned and use the Student Support services and/or the Student Advocate. If the concern is not resolved to the learner's satisfaction, they can submit a complaint.
If a student wants a Reconsideration of an assessment mark/grade, they should follow the instructions on the student webpage. Note: a reconsideration cannot lead to a mark or grade being lowered due to the investigation.
If a student wants a Final Grade Reconsideration, they should follow the instructions on the student webpage. Note: the student has to prove one of two grounds in their application that there was either :
- an irregularity in the conduct of the summative assessment OR
- an irregularity in the results reporting and approval process.
There is more information about assessment and grade reconsideration applications here.
A complaint must be submitted in writing and there is a timeframe which students must follow. A learner may ask their lecturer for help submitting the complaint in writing.
Appeals
If a learner is not satisfied with the decision outcome of their complaint, they may be able to appeal.
A learner has the right to appeal if their application meets specific grounds. You can find out more information here in the policy document.