Student protections and the Code

Our commitment to the Code

We have an important responsibility to ensure that our students are well informed, safe, and properly cared for. Aspire2 International has agreed to observe and be bound by the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021.

The full Code is available on request from Reception, or on the NZQA website.

Pastoral care and support

We have a committed team who are here to support you when you need it. We have an open-door policy, which means you can meet confidentially with one of our team members. They're trained to help whether you're in trouble, anxious or upset.

To book a time with a pastoral care team member:

• Email pastoralAKL@aspire2.ac.nz
• Call us on 09 555 5400 (Monday to Friday, 8.30am to 5pm)
• Request an appointment at Reception

Support for every learner:

• A plan for your success: when you start, we check where you might need support, and if your attendance or results show you need help, we contact you early.
• One-to-one feedback sessions with your facilitator.
• Help with academic English through Academic Support Online.
• If a disability, health condition or learning difference affects your study, tell us in confidence. We'll talk with you about reasonable changes that help you learn and be assessed fairly.
• We ask for your feedback when you start, during your study and when you finish, and we act on it. Your family and whānau are welcome to be part of your journey.

More detail in the Student Handbook

Concerns and complaints

If you have a concern or a complaint about a service we provide or something affecting your study, please let us know as soon as possible so that we can work together to find a solution. If you feel hesitant about raising the issue with staff, you're welcome to bring a support person with you, such as a classmate, friend or whānau.

1. Speak with your facilitator

   In the first instance, please speak with your facilitator. If you feel the issue has not been resolved, follow steps two and three.

2. Go to your Programme Leader

   Your Programme Leader will look into the issue with you.

3. Contact the General Manager

   Email simon.singh@aspire2.ac.nz.

You can make a complaint by email, by letter or with our online complaint form. Please raise it within 90 days. A support person can come with you at every stage. If you're unhappy with how your complaint was handled, you can appeal in writing within three weeks of hearing the outcome: send your appeal to the Programme Leader, or to the General Manager if the Programme Leader handled your complaint. If your complaint is about the General Manager, contact the Aspire2 Group Chief Executive.

More detail in the Student Handbook

If you're still not satisfied

If you're not satisfied with the outcome of our complaints process, you can raise your concerns externally.

NZQA

NZQA will consider complaints that relate to your overall study experience. An NZQA staff member will consider the information you provide and advise you whether NZQA can accept it for investigation as a formal complaint. NZQA might not be able to accept your complaint for formal investigation if:

• the issue is from too long ago; or
• it relates to matters that fall outside of NZQA's jurisdiction; or
• it is already being investigated by another agency; or
• it is clear that the organisation has fully and appropriately dealt with the issue; or
• there isn't enough evidence.

If NZQA does carry out a formal complaint investigation, both you and Aspire2 International will have the opportunity to provide information, and NZQA will write to you to advise you of its findings. For more information, visit nzqa.govt.nz.

Study Complaints | Ngā Amuamu Tauira

If your complaint is about money or your contract with us, for example a refund, and it is not resolved, you can contact Study Complaints | Ngā Amuamu Tauira. This independent service helps students and education providers settle financial and contractual complaints. For more information, visit studycomplaints.org.nz.

Fee protection and refunds

Fee Protect

The New Zealand Government requires that NZQA-registered Private Training Establishments protect all fees paid to them by students. Aspire2 International is registered for Fee Protect through the Public Trust, which has an unsecured capital guarantee from the New Zealand Government.

This means that, in the unlikely event that Aspire2 International is unable to provide the course in which you are enrolled (for example because of closure, insolvency, loss of NZQA accreditation or course withdrawal), the remainder of your student fees (including accommodation and living expenses if paid in advance) will be protected. You will have the choice to receive any remaining fees back or have them paid directly to an alternative education provider. Learn more at Fee Protect.

Refunds if you withdraw

If you withdraw from a course, you must notify us in writing. We'll start the withdrawal process and send you a Notification of Withdrawal once it's complete. Refunds, where payable, are processed within five working days of the Notification of Withdrawal, paid in New Zealand dollars to the party who originally paid the fees. The start date is the first day of the student's programme, which is the first scheduled day of teaching.

All our IT diplomas are courses of 3 months or more. For courses of up to 4 weeks, if the two days make up the full amount of tuition paid for, there is no entitlement to a refund.

Refunds in other circumstances

• Student visa not granted before or within the first 10 working days of the start date: with an official letter from Immigration New Zealand confirming the decline, you'll receive a full refund of all fees paid, less a deduction of 10% up to a maximum of $500.
• Student visa extension not granted: with an official letter from Immigration New Zealand, you'll receive a refund of the balance of unconsumed tuition fees paid.
• Student visa not granted after the first 10 working days of the start date: with an official letter from Immigration New Zealand, you'll receive a refund of the balance of unconsumed tuition fees paid.
• Aspire2 International is unable to proceed with the course: you'll receive a refund of the fees held by the Public Trust and, at our discretion, may also receive a further refund of fees paid.

There is no entitlement to a refund if a student gains permanent residency or a work visa while studying, or if their enrolment is terminated. Students who must withdraw for personal reasons can request a refund, with supporting evidence, for consideration by the CEO. Aspire2 International retains the discretion to grant refunds that are more beneficial to students than set out in this policy. Full details are in the Student Handbook and the Terms and Conditions.

Facilities and IT support

Our Auckland city centre campus supports a wide range of activities, services and equipment. Every student receives a complimentary laptop and SIM card at orientation.

• Campus wireless network for laptops and phones
• Student email and Microsoft 365
• Printing, with $40 printing credit at the start of your programme
• An in-person IT Support Service Desk, plus help by email at itsupport@aspire2.ac.nz or phone on 09 555 5433

Reception, Student Support Services, IT Support and pastoral care are open Monday to Friday, 8.30am to 5pm. More about student life.

More detail in the Student Handbook

Quality assurance

Aspire2's IT and Cybersecurity programmes are delivered by Aspire2 Education Limited, an NZQA-registered Private Training Establishment. You can read NZQA's published information and reports about us here:

• Aspire2 Education Limited, trading as Aspire2 International

Privacy and photos

We're committed to protecting your privacy. Read our privacy policy to see how we collect, use and protect your personal information.

From time to time, Aspire2 International publishes photographs, videos and testimonials of students on our website and in other communications. If at any stage you no longer wish to have your image or testimonial used, please contact Reception.