Condition SAC114: Process for learner complaints of overcharging fees

Type:

Rule or condition

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.