The Pastoral Care Code
The Pastoral Care of Tertiary and International Learners Code of Practice 2021 (the Code) sets out the University’s role and responsibilities in ensuring the wellbeing and safety of students. The Code came into effect in January 2022 and builds on and replaces the previous Codes.
An English version of the Code is available at
Code English Version
A Te Reo Māori version of the Code is available at
Code Maori Version
Key Features for the Code
The University’s responsibilities under the Code include:
- Supporting students’ wellbeing and safety through a whole-of-provider approach.
- Fostering learning environments that are designed to support positive student learning experiences across diverse learner groups.
- Providing pathways to engage with the student voice.
- Having policies and practices that contribute to an education system that honours Te Tiriti o Waitangi
- Providing a clear complaints and disputes resolution process.
- Providing students residing in University student accommodation with a safe and positive place to live.
The Code also sets out some additional guidelines for the wellbeing of international students. Further information about the Code can be found at: NZQA Code Information
University Accommodation Pastoral Care
Halls of Residence Operator Details and Ownership Structure
- The University of Waikato directly operates and manages all of its Halls of Residence student accommodation facilities.
- All Halls of Residence staff are University of Waikato employees.
- The University of Waikato owns all the Hamilton-based student accommodation facilities including Bryant Hall, College Hall, Orchard Park, Silverdale Apartments and Student Village; and leases the Tauranga-based Selwyn St Studios student accommodation facility.
Halls Staffing Structure
- Each University of Waikato Halls of Residence has its own Hall Manager who resides on-site in University housing.
- The Hall Manager is supported by a team of residential staff who are senior students residing in-Hall. The residential staff include Residential Team Leaders, Senior Residential Leaders and Residential Leaders.
- The Hall Manager is also supported by the Hall Administrator and a team of Housekeeping staff including a Supervising Housekeeper.
Halls Pastoral Care Provision
- The Hall Manager maintains overall responsibility for pastoral care provision within their respective Halls of Residence.
- The residential staff - Residential Team Leaders, Senior Residential Leaders and Residential Leaders - are typically a resident’s first point of contact if they require support (with more serious issues being referred to the Hall Manager). The ratio of residential staff to residents ranges between 1:22 and 1:33 – the ratio being higher within the self-catered facilities and with the more senior students.
- The housekeeping staff are also a component of the Hall pastoral care system.
- In accordance with the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 the Halls of Residence regularly check on the wellness of all Halls residents. A combination of electronic and staff checking protocols are utilised to undertake the Code requirement. The electronic checking protocols include building access card usage and/or frequency of University internet usage and/or dining room meal card usage, and other digital/electronic checks as necessary
- Residents assessed as being at risk are engaged in a Care Plan which may include ongoing welfare checks and referral to Student Health and/or an appropriate external support service.
- The Hall staff also monitor health & safety issues and enforce house rules relating to the wellbeing of resident(s) and/or other(s) in the Hall community, pursuant to the purposes of Part 5, 27, Process 4 (1) c. of the Education (Pastoral Care of Tertiary and International Learners) Code of Practice, 2021.
How can we help?
If you have any questions that are not answered by the above information please email the Accommodation Office at [email protected] and a member of the team will be in touch.
Complaints about the University’s Compliance with the Code
The Code details a pathway for students to raise concerns about the University’s compliance with the Code. In the first instance, students are expected to raise their concerns directly with the University through the University’s complaints procedures process at:
If a student subsequently feels that their concerns/complaints are not effectively addressed by the University, then they can escalate the matter to the New Zealand Qualifications Authority (NZQA). Information on this process is available at:
If the complaint relates to a financial or contractual matter, then it is likely that NZQA will refer the matter to the Disputes Resolution Scheme (DRS). There are two schemes: a DRS for international learners, and a DRS for domestic learners.
University Wellbeing Services
The wellbeing and safety of students is a priority to the University and there are a range of support services available, examples of which include:
- Accessibility Services
- Sport at Waikato
- Student Health
- Violence Prevention
- Wellbeing Hub
University of Waikato Review of the Code
As a requirement of the Code, the University will undertake periodic reviews to assess how well it is meeting the Code's outcomes. Copies of the self-reviews will be made available on this page once they are submitted to NZQA.