Learner complaints process

Learners should approach their TEO if they have concerns about fee/course costs breaching the AMFM policy, including breaching the requirements for setting fee/course costs for new courses. The process that TEOs must follow is outlined in Condition SAC114[1].

We may hear complaints directly from learners. In such cases we will not act unless the complaints have been through the TEO’s internal complaints procedures and remain unresolved.

If a TEO sets fee/course costs that breach the AMFM policy, and the matter cannot be resolved, we may withdraw approval for Student Achievement Component funding for that course.

• [1]

  Condition SAC114: Process for learner complaints of overcharging fees

  If a tertiary education organisation (TEO) is approached with learners’ concerns over fee/course costs breaching the Annual Maximum Fee Movement policy it must:

  • seek to resolve learner complaints according to the TEOs’ learner complaints policies
  • promptly refer unresolved learner complaints to the Tertiary Education Commission (TEC). The TEC will then investigate and involve the TEO and complainant in discussions to resolve the issue.