Support pathways

There are a number of support pathways that can help you before, during and after raising a concern or making a complaint.

You are encouraged to seek support before, during and after raising a concern or making a complaint. You do not have to cope with this alone and there are a number of free and confidential services where you can access support.

You may wish to access specialist counselling, receive advocacy support, or need academic adjustments and support.

Choosing your own support

You have the opportunity to choose your own support person or people to guide and support you through the complaints process. This could be a whānau member, a member of your wider community, or anyone else that you feel is appropriate. There are also a number of professional support services available to you—check them out below.

Complaints and Conflict Resolution Advisor

The University has a specialist staff member who can provide students with information, pathways and support for raising concerns, giving feedback and making complaints. They can support you to make choices about what pathway is right for you and provide assistance if you require the services of a translator. They will work with you to understand the process and ensure you have access to the right support.

You can expect to:

• be listened to and taken seriously
• be provided with information about how your complaint will be handled and how it is progressing
• for your complaint to be handled in a timely and efficient way, including in a way that is appropriate to the level of complexity or sensitivity of the complaint
• have the issue considered from a cultural perspective
• have the complaint managed in a way that complies with natural justice.

Email complaints@vuw.ac.nz to make an appointment with our Complaints and Conflict Resolution Advisor.

Find out more about your options for raising concerns and making a complaint.

VUWSA Advocacy Services

Academic support

Confidential support for academic matters is available for all students to ensure the impact on your studies is limited.

You may need to access extensions or have academic adjustments made, you may need extra time, special exam considerations, or support to access lecture material. You do not need to disclose what happened to academic staff, and adjustments can be made without academic staff needing to know your circumstances.

You can have a confidential conversation about your academic needs and receive support from the Conflict Resolution and Complaints Advisor by emailing complaints@vuw.ac.nz.

You can also seek advice from VUWSA Advocacy Services by contacting advocate@vuwsa.org.nz.

Counselling support

It is important to think about your emotional wellbeing needs. Explore your options for support inside and outside of the University.

Need to Talk

You can contact Need to Talk anytime of the day or night to speak with a trained specialist by texting or calling 1737.

Mauri Ora—Student Health and Counselling

Mauri Ora—Student Health and Counselling provides confidential holistic health care and wellbeing support. Clinics are based on the Kelburn and Pipitea campuses. Call 04 463 5308 to make an appointment.

International student support

It is important you know that there is support available to you, that you know your rights, regardless of your immigration status, and that your cultural beliefs are understood and respected.

As an international student you may experience a lack of social support, financial stability, access to resources, or have language barriers that make it harder to raise concerns or make a complaint. The International Student Experience team can support you through any of the meetings or conversations that you have. You can contact the Wellington University International Student Experience team by calling them on 04 463 5350 or by email at international-support@vuw.ac.nz.

The advisor for refugee-background students can connect students with appropriate services. The advisor offers support and works with the community to make sure our campuses are a safe and inclusive environment for all students.

Legal support

There are options for seeking advice off campus.

Wellington Community Law

Wellington Community Law offer limited free legal advice drop-in sessions at Wellington and Lower Hutt Offices and at venues in the community. Access more information about their service.

Safety support

If you feel unsafe – either on or off campus – there are urgent and non-urgent options for seeking help

Police

If you are concerned for your immediate safety or the immediate safety of someone else you should contact Police on 111.

Campus Security

Campus Security maintains a 24-hour presence on campus in order to ensure safety and security. They patrol all campuses, responding to emergency situations and coordinating First Aid responses.

To report an emergency call 0800 842 8888.

If you want to discuss safety concerns on campus where there is not a threat to your immediate safety, you can contact Security for professional advice and guidance about safety. You can reach the Safety Coordinator on 04 463 6053.

Student Interest and Conflict Resolution

For confidential advice and support about feeling safe on campus you can talk to the Student Interest and Conflict Resolution team who will work alongside you to develop a plan to ensure your safety and wellbeing.

You can contact the Student Interest and Conflict Resolution team during business hours by emailing studentinterest@vuw.ac.nz or by calling 04 463 5023.

Hall of Residence support

If you are living in one of the University’s residential halls and want to talk to someone about the wellbeing, safety and academic support you can receive from the hall staff you can contact:

• your Student Support Coordinator
• your Head of Hall
• the Student Interest and Conflict Resolution team.