Tauira information

This page provides information about your rights, responsibilities and the support available to you as a learner. You can also download the full documents below.

If you need help understanding this information or would like it in another format, please contact us.

Please note: Hāpai Tūhono Charitable Trust is applying to become an NZQA-registered Private Training Establishment. The information on this page describe our proposed learner arrangements and may be updated during the approval process.

 The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 sets out how tertiary education providers must support learner wellbeing and safety.

Hāpai Tūhono is committed to providing a learning environment where learners feel safe, respected, included and supported. 

This includes helping learners to:

• make informed decisions about their study
• prepare for and adjust to their programme
• access appropriate learning and wellbeing support
• stay connected with their whānau and communities
• raise concerns and participate in decisions that affect them
• receive support during an emergency or difficult situation.

You can read the full Code and access information, videos and learner resources on the NZQA Code for Learners website.

If your concern is about an assessment result or mark, please follow our assessment review and appeals process which can be found ino. NZQA and Study Complaints do not normally re-mark assessments or replace Hāpai Tūhono’s academic judgement with their own. ss.

You will be treated fairly and respectfully. Raising a concern or complaint will not adversely affect your application, enrolment or learning. You may have a whānau member, support person or advocate assist you at any stage.

If you feel comfortable doing so, you can first discuss your concern with the staff member involved. We will try to resolve the matter with you through respectful kōrero.

You do not have to take this step if the matter is serious, sensitive, involves that staff member, or you do not feel comfortable approaching them.

You can make a complaint by contacting us.

Please tell us what happened, who was involved, how it affected you and what you would like to happen. If you need help putting your complaint in writing, we can assist you.

We will:

• acknowledge your complaint within five working days
• tell you who will manage it and what will happen next
• consider the information fairly and give everyone involved an opportunity to respond
• keep you informed about progress
• provide the outcome and reasons in writing within 20 working days.

If additional time is required, we will explain why and tell you when you can expect a decision.

If your complaint concerns the Amorangi or there is a conflict of interest, it will be referred to the Board Chair or another suitably independent person.

If you are dissatisfied with the outcome, you may request an internal review under our appeals process. Contact kiaora@hapaituhono.co.nz and explain why you would like the decision reviewed.

You should normally complete our complaints and appeals process first. If the matter remains unresolved, you may contact:

• NZQA about education quality, learner wellbeing or possible non-compliance with the Code of Pastoral Care
• Study Complaints | Ngā Amuamu Tauira about an unresolved financial or contractual matter, such as fees, refunds or an enrolment agreement. This service is free and independent.

If your concern is about an assessment result or mark, please follow our assessment review and appeals process which can be found in your Tauira Handbook. NZQA and Study Complaints do not normally re-mark assessments or replace Hāpai Tūhono’s academic judgement with their own. 

Hāpai Tūhono is committed to protecting your personal information and complying with the Privacy Act 2020. The Act sets requirements for how organisations collect, use, store and disclose personal information.

Personal information is information that identifies you. It may include your name, date of birth, contact details, National Student Number, education information and, where relevant, your IRD number or payment details.

We collect and use this information to respond to enquiries, process enrolments, provide learning and support services, maintain required records, and meet our education, funding and legal obligations. We take reasonable steps to keep your information secure and only disclose it when you have authorised us or when the law permits or requires it.

You may ask to access the personal information we hold about you or request that incorrect information be corrected. Contact us.

If you believe your privacy has been affected, please follow our complaints process so we can try to resolve the matter. If your concern is not resolved, you can make a complaint to the Office of the Privacy Commissioner.

Some Hāpai Tūhono programmes are fee-free, while others may have fees. Any fees that apply will be clearly explained in your programme information and Offer of Place.

During enrolment, before your enrolment is confirmed, you will receive Your Fees, Withdrawals and Refunds Information. 

This will confirm:

• whether your programme has fees
• the total fees and payment arrangements
• the withdrawal period applying to your programme
• when you may be entitled to a refund
• any other conditions applying to fees and refunds.

If your programme is fee-free, you will not be charged tuition fees and there will be no tuition fees to refund if you withdraw.

You may withdraw from your programme at any time. If you are thinking about withdrawing, please contact us as soon as possible. We can discuss your circumstances and any support or other options that may be available. The decision to withdraw remains yours.

To withdraw, contact us.

We will ask you to confirm your decision in writing or complete a Tauira Withdrawal Form. We can help you complete the form if required.

Once we receive your withdrawal, we will:

• confirm your withdrawal date
• update your enrolment and academic records
• check whether any fees remain owing
• assess whether you are entitled to a refund
• advise you of the outcome in writing.

Not attending classes does not automatically withdraw you from a programme. You must contact us and confirm that you wish to withdraw.

If your programme has fees, any refund will be calculated according to the withdrawal and refund information provided to you during enrolment and the legal requirements applying to your programme.