As a student, you can make a complaint about another student, a staff member or the University.
We encourage you consider the following options before making a complaint to see if it can be easily resolved:
Approach the person directly and discuss your issue with them in a respectful and kind manner. This may be most appropriate where the issue is small and a conversation is unlikely to cause escalation or conflict. If your complaint is related to the Student Accommodation or Heath Centre please refer to the FAQs below.
- Speak with your class representative for matters relating to your teaching staff or paper content, assignments or resources.
Contact the Head of School or Division Director to raise concerns related to that area of the University.
If you have attempted to resolve the complaint directly but are unhappy with the outcome or you feel the issue needs to be dealt with in a more formal manner, you can lodge a complaint through MyWaikato. Some matters such as harassment complaints may need to be addressed in a more formal manner in the first instance.
Before you proceed with a complaint through MyWaikato please ensure you understand the following:
- Complaints made through MyWaikato require evidence of the complaint
- Complaints will be assessed under either the Student Discipline Regulations or the Student Complaints Procedures.
- If your complaint is related to the University, staff or processes you will need to make a complaint within three months.
- Anonymous complaints will not be accepted. If you wish to make your complaint anonymous, please contact [email protected] or the Student Centre to discuss this further.
- Any person named in the complaint will be notified and information within the complaint will be shared with them.
When can I make a complaint?
You can make a complaint at any time, however, complaints about the University, staff or processes must be lodged through MyWaikato within three months of the issue occurring. We ask for complaints about another student to be lodged within a timely manner.
Who will see my complaint?
If a complaint includes allegations about another individual, that person will be provided with a copy of all relevant documentation, including a copy of the complaint.
Can I make an anonymous complaint?
Complaints submitted through MyWaikato cannot be anonymous. If you are concerned that there might be negative consequences if your name was revealed, you can discuss this matter in confidence with the Student Discipline Manager.
What happens once I’ve made a complaint?
Once the complaint has been received, it will be allocated to the appropriate person or operational area. In most cases, complaints relating to issues concerning students will be referred to the Student Discipline Committee. Complaints by students that relate to the University, its systems or its staff, will be referred to the operational area that is most appropriate.
The allocated person will action the complaint in line with the regulations or procedures it relates to.
Once investigated, the outcome will be communicated to you and any other relevant parties who have been involved.
How do I make a complaint about Accommodation?
Halls of residence residents are expected to treat others with respect at all times. We do not tolerate bullying, harassment or discrimination. Residents are expected to act honestly, conscientiously, reasonably and in good faith in regards to their own wellbeing and the wellbeing of others. If differences arise between members of our Hall community it is expected that we work to resolve such conflicts reasonably and cooperatively.
If you live in the Halls, please follow these steps to resolve any issues you experience during your time with the University.
- Talk to your RA or SRA who will help you to get resolution at the lowest level and without undue formality. If required they will support you to raise the issue to the next level as appropriate.
- Talk to your Hall Manager who will work with you to resolve the issue or they may organise a more formal mediation process as appropriate. They can also support you to raise the issue to the next level.
- If you are not satisfied with the previous two steps or the concern is more serious, then directly contact the Associate Director of University Accommodation, Brett McEwan.
How do I make a complaint about a service I received in the Student Health Centre?
It is recommended that you initially contact the Student Health Centre directly by emailing [email protected]. The Complaints Officer in the Health Centre will explain your options to you, depending on the nature of your complaint.
As an International Student, if you need help understanding the formal complaint process you can speak with an International Student Advisor.