Grievance policy and procedure

The complaint must be in writing, dated, signed and sent or delivered to ACE, contact details are in the Training Locations Section.  Please include your address, phone and email address.  The complaint is to be handled by the Training Manager or Centre Manager, escalated as needed to the CEO who will resolve the complaint internally if possible involving complainant and support person(s).  If resolution is not achievable then outside agencies such as Disputes Resolution Organisations will be involved as required.  All relevant communication is recorded in the Contact Management System.  All attempts are made to resolve any grievance between the student and the involved parties.

This grievance policy is displayed on notice boards in labs and/or lunchrooms. 

If the concerns are not resolved by the ACE grievance procedures, the student can write to the International Education Appeal Authority (“IEAA”) refer Appendix 2 or to the NZ Qualifications Authority, P O Box 160, Wellington 6015 phone 0800 QAHELP.