Learner Policies
Complaints
If you have a complaint that does not involve a grade or discrimination, you should contact Arise Academy in the first instance at support@ariseacademy.ac.nz. You may be asked to put the complaint into writing so Arise Academy can undertake a full investigation. The outcome of the investigation will be shared with you. If you are not satisfied with the outcome of the investigation, you may appeal the decision. A review of the investigation process, findings and the result will be undertaken by a senior team member of Arise Academy. Arise Academy may uphold or change the original decision and the outcome of the appeal will be shared with you. Arise Academy upholds the NZQA requirements of learner complaints.
NZQA states:
If you have a complaint about Arise Academy breaching the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021, follow Arise Academy’s formal complaint process first.
If this does not resolve your complaint, you can contact the New Zealand Qualifications Authority (NZQA) by phone on 0800 697 296 or email: qadrisk@nzqa.govt.nz.
Or, if it is a financial or contractual dispute, you can contact iStudent Complaints by phone on 0800 00 66 75. More information is available on the iStudent Complaints website: www.istudent.org.nz. Domestic students can contact Tertiary Education Dispute Resolution by phone on 0800 00 8337. More information is available on the TEDR website www.tedr.org.nz .
Download Arise Academy’s Complaint Policy and Procedure.
Discrimination and harassment
Arise Academy learners have the right to operate in a safe environment free from harassment and discrimination. Arise Academy takes all reasonable steps practicable to prevent harassment and discrimination and to act promptly and fairly on any complaints received. If you:
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have a question regarding harassment;
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report a complaint about harassment;
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report a case of domestic violence;
you should immediately inform the Board of Directors. Arise Academy shall provide guidance and ensure you are safe and will address your complaint or case promptly, consistently and fairly.
Download Arise Academy’s Discrimination and Harassment Policy and Procedure.
Learner withdrawal and refund
You may request a refund of tuition fees prior to or at any time during your enrolment according to Arise Academy’s Withdrawal and Refund Policy.
Arise Academy reserves the right to withdraw a learner from study for unsatisfactory academic progress.
Download Arise Academy’s Learner Withdrawal and Refund Policy and Procedure.
Learner fee indemnification
In the unlikely event that Arise Academy is unable to deliver the programme in which you have enrolled, Arise Academy has protected your fees with Public Trust. Fees deposited and protected by the Public Trust are held in the Common fund which has an unsecured guarantee from the New Zealand Government. The learner fee protection for Arise Academy is fully compliant with NZQA rules. Should access to your fees be necessary, you may contact Public Trust on 0800 494 733 or feeprotect@publictrust.co.nz. This arrangement has been accepted by the New Zealand Qualifications Authority as meeting the requirements of the Education and Training Act (2020) and the Student Fee Protection Rules 2021.
Download Arise Academy’s Learner Fee Indemnification Policy.
Learner wellbeing
Arise Academy is in partnership with learners to support your wellbeing through your learning journey. Wellbeing is a personal journey for each learner at Arise Academy, commencing with initial contact through to study decisions, orientation, accommodation, cultural support and emergency situations.
The Arise Academy values of Relationships, Learning and Wellbeing underpin how the academy supports domestic and international learners to achieve their aspirations.
This values-based approach informs the implementation of practices for the protection and care of learners and their positive learning experience at Arise Academy.