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Code of Practice

SAE Auckland is a signatory to the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021. This Code describes the quality of care and support that you should expect as a tertiary student in New Zealand.

Under the Education and Training Act 2020, the Ministry of Education has released the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021. The new Code, in place from 1 January 2022, combines the existing 2020 Interim Domestic Code and 2019 International Code.

The Code sets clear expectations for learner safety and wellbeing in tertiary education and has 24 outcomes. 9 of those outcomes are relevant to SAE. Outcomes 1-7 apply to all tertiary learners (students) and Outcomes 8-12 apply to international learners (students).


All Tertiary Learners (Domestic and International)

Outcome 1: A learner wellbeing and safety system
Outcome 2: Learner voice
Outcome 3: Safe, inclusive, supportive and accessible physical and digital learning environments
Outcome 4: Learners are safe and well


International Tertiary Learners

Outcome 8: Responding to the distinct wellbeing and safety needs of international tertiary learners
Outcome 9: Prospective international tertiary learners are well informed
Outcome 10: Offer, enrolment, contracts, insurance and visa
Outcome 11: International learners receive appropriate orientations, information and advice
Outcome 12: Safety and appropriate supervision of international tertiary learners.

It’s important that you Know the Code, and we encourage all SAE students to watch the video here.

Further information about the Code of Practice can be found on the NZQA website.


Student Feedback

SAE regularly reviews how we are placed against the Code of Practice. These review allow us to continually improve our services to students and find ways to ensure our campus feels welcoming and safe for all.

But you might have some great ideas too! We welcome any feedback from students on how we can improve our services or facilities. If you have any suggestions, please let us know through the Student Surveys, via your student rep on the Board of Studies or post a note on our Ideas Wall in JJs. You are also welcome to contact the Campus Director with ideas on [email protected]


What if things go wrong?

The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code) advises that if you have a concern about how your education provider or agent is treating you, you should first contact your provider and follow their formal complaints process. You can find information about our Complaints process here.

If however our internal processes don’t resolve the matter, students are able to reach out to the following agencies:

Domestic Student Complaints

Tertiary Education Learner Dispute Resolution is a free service to help domestic learners and providers resolve contractual and financial disputes that arise from 1 January 2022. It offers:

  • Talk – Meet – Resolve: an established consensus-based process where people
    work together to reach agreement
  • Listen – Decide: an adjudication process where our independent decision maker
    listens to the parties and decides the outcome.

It is important that you have raised any complaint with SAE using the online form before engaging with the Tertiary Education Learner Dispute Resolution service.


International Student Complaints

iStudents Complaints is an independent dispute resolution scheme established by the New Zealand Government. It helps international students resolve disputes between students and their education provider.

It is important that you have raised any complaint with SAE using the online form on this page before engaging iStudent.

As a matter of record, SAE has received NO formal complaints by current or past students through either of these services.


Study Complaints| Ngā amuamu tauira now open

Study Complaints| Ngā amuamu tauira is the new, combined student contract dispute resolution scheme. Learners can contact the Study Complaints| Ngā amuamu tauira service about:

·      Financial matters
·      Contractual matters
·      Redress claims after an NZQA investigation.

Learners can contact the service on:

·      Free phone: 080000 66 75
·      Email: [email protected]
·      Online:

To find out more about Study Complaints | Ngā amuamu tauira see their website.


SAE Auckland’s Code of Practice Review

Click below to view SAE Institute’s 2023 Self Review against the Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021.



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