Complaints about student services

There are pathways for you to raise concerns about your experience with one of the University’s student services.

Your feedback helps us improve our services for all students.

We know that sometimes things don’t go as expected. If you’ve had an experience with a student service, we’re here to listen, learn, and make things right. If you believe the service you have received has not been acceptable, you are able to do something about it, and we encourage you to do so.

Te Herenga Waka—Victoria University of Wellington has processes in place to resolve issues as quickly as possible, and we want to ensure these issues don’t happen again—to you or other students.

Possible outcomes when a student raises a concern could include:

• consideration of the concern and subsequent improvements to service delivery
• training and upskilling staff
• an apology or any other actions to repair harm, relieve distress, and enhance student wellbeing and experience.

Other student services—avenues to raise concerns or seek support

If your complaint is about a different student service, you can contact the Tauria—Student Interest and Conflict Resolution team in person, by phone, or request an online meeting by contacting studentinterest@vuw.ac.nz. They will identify the best person or team within the University to respond to your complaint, which will usually be the manager or a senior staff member in the relevant area.

You can make a complaint in person, by phone, by using the secure online form in Pūaha, or by requesting an online meeting.

Contacting this team will be treated as confidential and does not commit you to making a complaint.

Independent advice

You can also raise your concerns and seek advice on university processes from the VUWSA Advocates, who are independent of the University.

Cultural support

You can also access help, including cultural support, by contacting the Māori, Pasifika or International student advisers.