Feedback and Complaints

Feedback and Complaints Procedure

In the procedure below, the following terms are used:

• "You" means the enrolled student (who, in this case, has feedback or a complaint); and
• "We" means "The National School of Aesthetics"

If you have feedback or a complaint, you must ensure you follow the correct procedure. If a conflict of interest exists between our process and your complaint, you have the right to skip a stage in the procedure (for example, if your complaint was about a tutor, you can skip to step 2; if your complaint is about the principal, you can skip to step 3; if your complaint is about one of the directors, do not skip to number 4, but see one of the other directors to resolve the issue). You also have the right to an advocate to be with you at the time of complaint.

1. You should see your tutor and explain your feedback or the complaint.
• From there, the tutor may explain why things are that way or how to better change them.
• If you feel you didn't receive a clear explanation of the solution to your complaint, you can move to the next step.
2. You take your complaint, now in writing, to the Principal, who, will in turn, try to explain why things are that way or how to better change them.
• We will explain the solution to anonymous complaints to the entire class.
• This part of the process takes place within 7 school days.
• If you feel you didn't receive a clear explanation of the solution to your complaint, you can move to the next step.
3. You ask your tutor to inquire about a reply to your complaint to the Principal.
• You should ask your tutor to inquire about the status of the reply. The Principal is a very busy person, and sometimes she may have the answer already spelled out on paper but has been unable to deliver it to the proper party.
• If you feel you didn't receive a clear explanation of the solution to your complaint, you can move to the next step.
4. You take your written complaint to the Board of Directors.
• If you feel you didn't receive a clear explanation of the solution to your complaint, you can move to the next step.
5. You ask for arbitration through our appointed arbitrator.
• Our arbitrator will be called in to help resolve the conflict between you and us.
• Contacting the arbitrator means that your complaint is very serious.
• We have never had to call the arbitrator into the school to resolve a complaint.
6. If no satisfactory results are produced by following steps 1 through 5 (satisfactory defined as a definite answer), you can take your complaint to the New Zealand Qualifications Authority, or, if the complaint is about unresolved pastoral care grievances (international students only), to the International Education Appeal Authority.
• You can take your complaint to the NZQA or IEAA only if no satisfactory results are gained by going through the proper procedure.
• If you go directly to NZQA or IEAA, you may be told that unless the proper procedure as outlined in this document is followed, NZQA or IEAA may not involve itself in the complaint.

Alternatively, you can bring the feedback or complaint to your Student Council representative to bring up at the next Student Council meeting. Results of meetings are posted on the Student Notice Boards.

The Student Liaison Officer also holds occasional meetings with students, and you can give feedback, complaints or concerns during this meeting; however, formal complaint procedures must also be followed.

We accept no liability or responsibility for complaints not made through the procedure as listed above or complaints made after longer than one month after:

• you have completed the course; or
• the scheduled finishing date of the course; or
• you have withdrawn from the course;

whichever comes first for you.

All other complaints which are not in violation of our advertising or policies become an internal matter and may not fall within the direct jurisdiction of the NZQA or IEAA.

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