Policies

ACADEMIC MISCONDUCT POLICY

PURPOSE

Learners must not engage in academic misconduct. Academic misconduct is acting in a way, or attempting to act in a way, or assisting another learner to act in a way which could reasonably be expected to defeat the purpose of a learning experience or an item of assessment or an examination. Plagiarism, cheating, or collusion is evidence of academic misconduct.

POLICY

Plagiarism

Plagiarism is to be distinguished from inadequate and/or inappropriate attempts to acknowledge the words, works or ideas of someone else, for example when a learner makes a genuine attempt to reference their work, but has very poor referencing skills. A learner plagiarises if they give the impression that the ideas, words, or work of another person are the ideas, words, or work of the learner.

Plagiarism includes, but is not limited to:

• Copying any material from books, journals, study notes or tapes, the Web, the work of other learners, or any other source without indicating this by quotation marks or by indentation, italics, or spacing and without acknowledging that source by footnote or citation.
• Rephrasing ideas from books, journals, study notes or tapes, the Web, the work of other learners, or any other source without acknowledging the source of those ideas by footnotes or citations. This could include material copied from a source and acknowledged but presented as the learner’s own paraphrasing.
• Copying unacknowledged passages from textbooks.
• Reusing in whole or in part the work of another learner.
• Obtaining materials from the Web and submitting them, modified or otherwise, as one’s own work.
• Submitting work which is derived in whole or in part from the work of another person, but which has been changed in superficial respects possibly by mechanical or electronic means.

Cheating

A learner cheats if he or she does not abide by the conditions set for a learning experience, item of assessment, or examination.

Cheating includes, but is not limited to:

• Falsifying data obtained from activities, surveys, or similar activities.
• Copying the answers of another learner in an assessment or allowing another learner to copy answers in an assessment.
• Taking unauthorised materials into an assessment.
• Sitting an assessment for another learner or having another person at an assessment on behalf of a learner.
• Removing an assessment question paper from an assessment room where this is contrary to instructions.
• Being in possession of an assessment paper where this is contrary to instructions.
• Improperly obtaining and using information about an assessment before an assessment.
• Returning an assessment for re-marking after adjusting the answers, claiming that it was not correctly marked.

Collusion

A learner colludes when he or she works without permission with another person or persons to produce work that is then presented as work completed independently by the learner. For work handed in for assessment, the work must be the learner’s own work and not work done by others or with assistance from others. Learners must not seek or accept inappropriate assistance from others and must not offer inappropriate assistance to others.

Collusion includes, but is not limited to:

• Writing the whole or part of an assignment with another person.
• Using the notes of another person to prepare an assignment.
• Using, for an assignment, the resource materials of another person that have been annotated or parts of the text highlighted or underlined by that person.
• Allowing another learner, who must submit an assignment on the same topic, access to one’s own assignment under conditions which would give that other learner an advantage in submitting his or her assignment.
• Be in possession of or use any material that is not intended for learner use, for example, material produced only for the use of directing staff (usually identified by being printed in red ink).
• Be in possession of assessment material other than for its intended use, for example, assessment material in the possession of a learner outside the assessment period.
• Breach copyright regulations applicable to publications.
• Use modems to link their computer to any other computer.
• Exchange passwords between learners for computer-based training.
• Use another learner’s computer without his/her permission.

Dishonesty

Dishonest activities will not be tolerated and may result in disciplinary action being taken against offending learners. Learners are not to:

• Lie,
• Be evasive in their attitude or actions, or

Disciplinary Action

A breach of any of this policy may result in the offending learner’s removal from the course.

This page was updated: Sept 2025

EQUAL EDUCATION POLICY

PURPOSE

To ensure that VHNZ meets all Education Act requirements regarding equal educational opportunity for prospective and enrolled learners. 

EQUAL EDUCATION OPPORTUNITY STATEMENT OF INTENT

Equal Educational Opportunity is a process to ensure a learning environment that is positive, equitable and free from barriers which might cause or perpetuate inequity in respect to the education of any learner or groups of learners at VHNZ. 

VHNZ values the community and the industry that it serves, the groups within that community, and each learner as an individual with dignity and worth, irrespective of the learner’s ethnicity and cultural background, values, political and religious beliefs, lifestyle, gender, sexual orientation, age, occupation, appearance, disabilities, economic, marital, and social status. 

VHNZ will work to identify and eliminate inappropriate aspects of policies, procedures, and regulations which may prevent a person gaining access to, or succeeding in, its education programmes. 

VHNZ will adopt policies and strategies which support the institute's commitment to Te Tiriti o Waitangi – The Treaty of Waitangi.

VHNZ will comply with the requirements of the Human Rights Act 1993. This prohibits various types of discrimination in employment matters.

VHNZ will comply with the requirements of the Bill of Rights Act 1990. 

VHNZ will comply with the requirements of the Privacy Act 2020. 

VHNZ will comply with the requirements of the Health and Disability Commissioner Act 1994.

VHNZ will comply with the requirements of the Education and Training Act 2020.

VHNZ will observe the framework of Kia Ōrite 2004. The Kia Ōrite Toolkit is a New Zealand code of practice, designed to achieve an inclusive and equitable tertiary learning environment for disabled learners to succeed. 

VHNZ acknowledges its commitment to the following: 

• Protecting and fostering academic freedom.
• Developing and delivering education programmes that meet the vocational needs of underrepresented groups.
• Acknowledging and respecting the multi-cultural diversity and the varying life experiences of the learner community.
• Using teaching-learning methods appropriate to the learner group.
• Providing a harassment-free learning environment which affords each learner a fair and reasonable opportunity of achieving their educational goals.
• Promoting education as a partnership between the learners and the academic staff and encouraging learners to participate in the evaluation of their own educational programmes.
• Applying fair, appropriate and disclosed admission criteria, including a process for recognition of prior learning, which are free from discrimination on the grounds of personal or group characteristics irrelevant to the applicant's potential to achieve the planned learning outcomes; and ensuring recruitment and enrolment processes are learner centred.
• Ensuring that fair and equitable assessment processes occur, which are appropriate to the stated learning outcomes of the course or programme and in accordance with VHNZ policy.This may include providing adapted assessment procedures or tools that allow for greater accessibility.
• Providing a physical environment and the resources required for learners to pursue the stated learning outcomes, including the provision of support services to meet learners' language, literacy, and numeracy (LLN) needs.This may include adapting physical environments to provide greater access for learners.
• Developing, implementing, and resourcing a staff development programme which aims to:
  • Increase staff knowledge and skills in meeting learners' LLN needs,
  • Increase staff knowledge and skills in meeting the needs of learners with disabilities,
  • Increase staff knowledge and skills in learner-centred teaching strategies that respect the mana and diverse backgrounds of adult learners,
  • Promotes VHNZ Equal Educational Opportunity intent.

GRIEVANCE PROCEDURE

This procedure should be used when a grievance is specific to the terms of the Equal Educational Opportunities intent. 

When a potential or current learner or group of learners considers that an unfair situation exists, in the first instance an attempt to remedy the situation should follow the appeal and complaints pathway. Please refer to the Student Complaints/Appeals Policy and Procedures. This will be made visible to all prospective and enrolled learners.

This page was updated: Sept 2025

PRIVACY POLICY

PURPOSE

• The purpose of this policy is to ensure Vertical Horizonz New Zealand (VHNZ) complies fully with its obligations under the Privacy Act 2020 (the Act), including any applicable codes of practice issued by the Privacy Commissioner under the Act.
• It reflects our commitment to the values that guide our organisation: Respect, integrity, empowerment, leadership, and collaboration. These values shape how we handle personal information — With care, transparency, and a sense of responsibility to those we serve.

POLICY

• All staff, trainers, and contractors must ensure that, when using or dealing with personal information relating to any individual, they comply fully with the Privacy Act 2020, including the Information Privacy Principles (IPPs) and any applicable codes of practice issued by the Privacy Commissioner. Where personal information is received or collected from outside New Zealand, staff must consider whether other privacy or data protection regimes apply.
• Staff who are responsible for contractors, consultants, or third parties working for or on behalf of VHNZ must ensure that those parties understand and comply with their obligations under the Act and this policy.
• The Chief Executive will ensure that VHNZ has a duly appointed Privacy Officer. The Privacy Officer is the primary person responsible for engaging with the Privacy Commissioner on privacy matters for VHNZ.
• All staff are informed of their obligations to the principles of the Privacy Act:

• On their induction to VHNZ.
• Through the annual review of this policy.
• Through training in privacy responsibilities.
  • All personal information collected by VHNZ is kept secure. Paper-based information is predominantly protected through physical means and electronic information predominantly protected through operational measures.
  • The Privacy Officer limits access to personal information through delegated authorisations. Personal information is only accessed by people authorised to do so. Staff accessing VHNZ information systems will not access any information marked as confidential, unless authorised to do so, and required as part of undertaking their role.
  • Information will only be shared, when necessary, in accordance with Principle 11 above:
• When the individual has given explicit authorisation.
• Disclosure is for the purpose for which the information was originally collected, or a directly related purpose.
• Disclosure is required by law (e.g., to NZQA, Police, WorkSafe, etc.).
• Disclosure is necessary to prevent or lessen a serious threat to health or safety, or to avoid prejudice against the maintenance of the law.
• Disclosure is in a form that does not identify the individual (e.g., for research or statistical purposes).
  • All people with whom personal information is collected will be informed of its purpose.
  • All an individual’s private personal information is made available to them, within 10 working days of a request.
  • All personal information is destroyed once it is no longer required.

ACADEMIC PROCESS

NZQA PTE Rules require VHNZ to collect and maintain a record of student attendance for the duration of the students enrolment. They require VHNZ to collect and maintain an enrolment record for at least two years after the completion of the training in which the student is enrolled, with the:

• Full name and address of the student;
• Contact details for the student;
• The student’s national student number (where the student has a national student number);
• Nationality and whether a domestic or international student;
• The education or training in which the student is enrolled;
• The start and finish dates of the education or training;
• Details of the student meeting the entry requirements of the education or training including, where applicable, scores for English language entry requirements;
• Invoices and receipts for fees paid to the PTE and the dates of payment, with course fees, commissions, accommodation fees, living expenses, and other fees separately identified;
• For international students, their visa (if any) and other immigration details, the contact details of any agent through whom the student enrolled at the PTE, a copy of the student health and travel insurances, student fee protection trustee records, and passport numbers.

All paper-based information is destroyed as soon as possible after the relevant timeframe as specified in the VHNZ Disposal and Retention Policy and Procedure. Paper based records are sent to and handled by a document destruction organisation.

At the end of one year NZQA PTE Rules require VHNZ to maintain a backed-up record of student results as a permanent record storing the:

• Full name of the student;
• All their assessment results;
• Any cross credit, credit transfer and recognition of prior learning result and the evidential basis of these;
• Date of achievement;
• Grades;
• Awards and qualification.

VHNZ keep this record electronically backed up off site.

VHNZ have set of management procedures that will facilitate compliance with legislation and regulations.

This page was updated: Sept 2025

RECOGNITION OF PRIOR LEARNING AND CREDIT TRANSFER POLICY AND PROCEDURE

PURPOSE

To provide formal, fair, equitable, consistent, and transparent processes for the recognition of prior learning/current competency in compliance with the Education and Training Act 2020 and to formalise policy and process in relation to Credit Transfer, Cross-Crediting, or Articulation Agreements.

POLICY

VHNZ RPL/CRT policy is compatible with the NZQA position to ensure that the award of credit for parts of any course which may in future contain NZQA unit or skill standards, will be formally recognised on an individual’s ‘Record of Achievement’.

Credit transfer and cross-crediting arrangements must be defensible in terms of appropriateness and equity. Recorded credit transfer and cross-crediting arrangements will provide precedent for future decisions.

Articulation agreements must be formally documented, signed by the CEO (or delegate), and stored centrally.

Learners must receive timely advice on credit transfer, cross-crediting, and articulation opportunities.

Rules regarding cross-credit and credit transfer must be stated in the programme regulations.

For additional information and reference, those awarding RPL/CRT should refer to NZQA “Guidelines for the recognition and award of credit for learning”, available on the NZQA website.

PROCEDURE

Recognition of Prior Learning

RPL will be available only to those enrolled on VHNZ courses. Enrolment does not necessarily mean taking up a learner place on the course.

Any programme-specific rules regarding recognition or prior learning/current competency will be stated in the programme regulations.

RPL is assessed using more than one process and is evidence based. In all cases, the purpose of RPL will be to provide authentic, valid, reliable, and sufficient evidence of the applicant’s current competence.

Applicants must apply for RPL in writing, using the VHNZ RPL Application Form, providing suitable evidence of how, when and where learning was previously achieved.  The evidence will be assessed by relevant training sponsors who may either accept the initial evidence and approve the application for RPL or require the applicant to undertake further written or practical assessment to determine their ‘Current Competency’.

To safeguard the quality of qualifications for which RPL is sought, no APL will be considered for components of a programme that VHNZ considers to be essential to the course, micro-credential, programme award or qualification. The Chief Academic Officer may waive this under exceptional circumstances.

No partial credit will be given for unit/skill standards, courses, or modules. Only whole unit/skill standards and all the learning outcomes of a particular course or module will be considered for RPL.

The Chief Academic Officer will consider any APL application for a qualification from a tutor.

RPL will be granted at the highest level consistent with the learner’s demonstrated level of competence.

Any qualification awarded because of RPL will be regarded as being equal to that gained by completing all the standards within the entire course or programme.

In establishing procedures for the recognition of prior learning, the following principles will be borne in mind:

• The overriding principle in recognising prior learning is that if an applicant can satisfactorily demonstrate that they already have the specific knowledge/skills/abilities required in a unit, then credit for that unit should be awarded.
• Focus will be on specific learning outcomes of units registered on the New Zealand Qualifications and Credentials Framework, rather than on general life experiences.
• Assessments of prior learning will be made by qualified assessors. These are usually tutorial staff within the Programme Area delivering the Course where RPL is being sought.
• Assessment methods will be flexible to allow for a range of techniques responsive to cultural, gender, age, ability, and other issues.

Applying for recognition of prior learning is an option available to applicants; it is not a requirement.

The three methods of demonstrating prior learning that may be used at VHNZ are:

1. Attestation,
2. Challenge
3. Portfolio.

The method/s chosen will be after discussion between the applicant and the Chief Academic Officer (or delegate).

Should there be any dispute, or doubt, as to the most appropriate method to be used in any given case, the Chief Academic Officer will determine the methodology.

RPL methods chosen will be appropriate for the topic concerned and appropriate for the applicant’s cultural background, gender, age, and ability.

Method One: Attestation

The attestation process involves a meeting between two groups of people - an "attesting" group and an "assessing" group. The purpose of the meeting is to submit and match the applicant's prior learning with the learning outcomes of a unit or units registered on the NZQCF. The applicant can choose whether to be present or not at the attestation meeting.

The attesting group is selected by the applicant and should include authoritative people (e.g. SMEs) in the unit for which credit is sought.

This largely oral process is one by which an applicant applies to have their earlier life and work experiences matched against the learning outcomes of a unit/skill standard registered on the NZQCF.

An attesting group is a group of people who can vouch for, confirm, or attest that the applicant has the competencies/skills/attitudes required in the learning outcomes of the units applied for.

The assessing group is the group that meets with the Attesting group and has the responsibility for making recommendations on the amount and level of credit to be awarded. Clearly the Assessing group must have the appropriate skills and background in the relevant areas.

Method Two: Challenge assessment

The process by which an applicant wishing to have prior learning recognised, demonstrates relevant knowledge, skills, or abilities. This may involve a practical, oral, or written assessment.

In addition to the normal information relating to the RPL application, (e.g. copies of course descriptions), the applicant may receive assistance in preparation for challenge assessments. This could include:

• Advice on preparation for examinations
• Copies of earlier examinations or samples of representative questions.

Method Three: Portfolio Assessment

A collection of material or information, assembled in an approved format, as evidence of knowledge, skills and attributes that may be credited towards a unit/skill standard registered on the NZQCF.

In this context it is used to describe the portfolio or file in which an applicant will present all the details and evidence necessary for their prior learning to be assessed.

Credit Recognition and Transfer

CRT is based on formal learning outcomes already achieved by a learner through previous study. The purpose of CRT is to provide authentic, valid, reliable, and sufficient evidence of the applicant’s achievement of comparable outcomes.

CRT involves the matching of knowledge skills or abilities already acquired against the specific learning outcomes of a unit or skill standard for which credit is sought.

All CRT applications, assessments, and decisions will be documented and stored in the programme file in accordance with VHNZ’s Quality Management System (QMS).

Any programme-specific rules regarding CRT will be stated in the programme regulations.

CRT will be available only to those enrolled on VHNZ courses. Enrolment does not necessarily mean taking up a learner place on the course.

When the student wishes to use an equivalent qualification, the student must apply in writing.

• Applicants must apply for CRT by submitting verified documentation such as official academic transcripts, Record of Achievement (ROA), or certificates. The documentation must clearly identify the qualification, programme, components, and assessment standards achieved.
• The Chief Academic Officer (or delegate) must sight the Record of Achievement from NZQA (if applicable). (Note academic transcripts from other providers do not guarantee that the unit has been registered with NZQA.)
• The Chief Academic Officer (or delegate) will review the documentation to determine if the outcomes achieved are equivalent either wholly, or in part, to the outcomes for which credit is being sought.
• If the CRT application is unsuccessful, the applicant will be informed of the decision and the reasons. The applicant may appeal the decision through the VHNZ appeals process.
• If the CRT application is successful, the credit will be recorded on the learner’s academic record. Where applicable, the grade achieved in the original study will be transferred at the same value.
• If the documentation is insufficient, the applicant may be asked to provide further evidence or apply using another method such as portfolio, challenge, or attestation.

VHNZ may:

• Request information directly from that provider, or indirectly through the applicant/learner, on the unit or units, (e.g. contents, learning outcomes, assessment methods, reading lists, etc.), to assist in the decision-making process.
• Request the applicant to apply using one or more of the other methods, (portfolio, challenge or attestation), of recognising prior learning. This option is likely to be used where there is insufficient evidence available about the unit(s) for which credit is being sought.

This page was updated: Sept 2025

STUDENT COMPLAINTS AND APPEALS POLICY AND PROCEDURE

PURPOSE

To ensure VHNZ provide a safe and supportive environment in which students may voice complaints and to provide a fair and equitable process for all academic appeals.

COMPLAINTS POLICY

VHNZ will provide a student complaints procedure that is a transparent, timely and appropriate response to both formal and informal complaints that is fair, unprejudiced, and confidential to all parties involved.

Principles

The following principles will be adhered to:

• The Complaints Policy and Procedures follow the principles of natural justice.
• Students are entitled to culturally appropriate processes and responses that consider traditional processes for raising and resolving issues.
• Information on the complaints process is accessible.
• Complaints are resolved in a timely and consistent manner.
• Students are treated with respect, fairly and without bias.
• Information is shared only with those who need to know, being mindful of the rights of the complainant and any individual named and involved.
• Complaints about staff/contractors are referred to Human Resources department; employment decisions are not shared with students due to privacy obligations.
• All parties are entitled to an advocate and support at all steps in the concerns and complaints process.
• Protection of Parties. The process must protect the rights of all parties involved both during and after the process.
• All parties affected by a complaint are kept regularly informed of the progress of the complaint, given an opportunity to present evidence, and to read interim findings and recommendations before a decision is made.
• VHNZ treats complaints as a valuable form of feedback and an opportunity to put things right where appropriate, and to promote continuous quality improvement.

COMPLAINTS PROCEDURE

Problem Solving Procedure (to be used as the first step)

The following is the procedure when a Domestic or International student has a problem (including grievance or dispute) relating to a course of study or personal conflict with a fellow student or a member of staff.

The student should identify the problem and discuss it at a mutually arranged time with the person concerned. Assistance in identifying the problem can be sought from a student support person. The student may have family/whānau and/or a student support person at this meeting.

If the problem concerns a complaint against a staff member or programme activity the student support person is obliged to inform the student of the formal and informal complaints procedure and may recommend that such a complaint be filed.

If training is being delivered under contract to another organisation e.g. Institutes of Technology and Polytechnics (ITP), that Organisation must be advised of the complaint immediately.

Student Support Persons

For the purposes of this procedure the following people may be considered as student support persons.

• Another student
• CEO
• COO
• CAO
• Operations Manager
• International Coordinator
• Any person of the student’s choice.

Complaints, Grievances and Disputes

When the problem-solving procedure does not resolve the issue, a student may wish to complain about a decision, action, or experience. There are two levels at which this can occur:

Informal Complaints

The first is an informal or minor complaint which can be made verbally or in writing direct to any staff member of VHNZ.

• Staff approached by a student with a verbal complaint shall provide an opportunity for the student to discuss the complaint in a private setting.
• Students will be offered an opportunity for the complaint to be officially recorded.
• Complaint letters, together with all supporting information and a report on actions taken, will be forwarded to the CEO who will present a report on the number and level of informal written complaints annually to the Board.
• If any matter or staff member is the subject of three or more informal complaints the matter will be referred to the CEO who may then refer the complaint to the formal complaints procedure.
• Students will be informed of the procedures should they desire to make a formal complaint.

Formal Complaints

The second level is where a student decides that the complaint is of a serious nature and they want it to be dealt with through the formal complaints procedures.

Formal Complaints Procedure

These procedures are to be used where a formal student complaint is received. Students may complain about an action or staff member. Such complaints are lodged with the CEO.

• Lodging a Complaint: If the student decides to lodge a complaint, this shall be in writing to the CEO. Formal complaints can be made verbally to staff or trainers. The staff member who receives an oral complaint shall put it in writing to the satisfaction of the complainant.
• Information: The complainant must supply all relevant information to support the complaint, including grounds for the complaint and any supporting evidence.
• Conducting an Investigation: The CEO (or delegate) identifies the relevant VHNZ procedures, assesses the complaint for legal or other implications, and initiates a formal investigation.
• Relevant Information: In reaching a decision, the investigators shall consider all submissions put before them. The investigators may interview the student, any employee of VHNZ, or any other person connected with the complaint. They may receive any statement, document, information or matter which, in the opinion of the investigators, may assist it to deal with the matters before it.
• Support: At all times throughout this process, the complainant has the right to involve a support person of their choice or to withdraw the complaint.
• Confidentiality. Except for its recommendation when notified, the details of the investigation shall be confidential and privileged. All complaints will be dealt with confidentially.
• Implementation of Decision. VHNZ and its employees shall carry out any decision made by the CEO relating to a complaint.
• Notification. The CEO (or delegate) will advise any student or trainer involved in a formal complaint, in writing, of the outcome within 30 days of receipt of the complaint. The CEO’s decision must be confirmed in writing within seven days of such a decision being made. The communication will also include the complainants right to appeal if they are not satisfied with the outcome. The CEO will inform the Chairman that a formal complaint has been investigated and report on the outcomes.
• NEBOSH Courses. Students have the right to appeal to NEBOSH should they not be satisfied by the outcome of the Course Provider; this can be done by emailing info@nebosh.org.uk.

Documentation and reporting

The Chief Academic Officer (CAO) will register all complaints (formal and informal) and resolutions on the VHNZ Complaints Register. Access to the Register will be restricted.

Documentation relating to the complaint is kept in accordance with relevant legislation and VHNZ QMS.

Any reports generated from the register will maintain the privacy of complainants and any other persons involved in the complaint in accordance with the Privacy Act 2020.

The Chief Academic Officer reports complaints monthly to the Senior Leadership Team. The Chief Executive Officer reports complaints monthly to the Chair and Board.

APPEALS POLICY

VHNZ will provide students with opportunities to appeal against academic decisions made by:

• Quality Manager.

The decision being appealed against must relate to at least one of the following areas:

• Academic progress
• Assessment
• Recognition of prior learning or credit transfer
• Admission
• Graduation; or
• Any other academic process or decision.

APPEALS PROCEDURE

Appeals against an academic staff member’s decision:

• Students must lodge their appeal within 10 working days of being advised of an academic decision.
• Appeals must be addressed to the COO or CAO and include: all relevant information and documentation in the student’s possession; a summary of the grounds for the appeal; details of the remedy or desired outcome sought and any supporting evidence.
• A letter of acknowledgement will be sent to the student.
• The COO and CAO will investigate and make a recommendation to the CEO.
• The decision will be reported to the student within 2 working days of receipt of the recommendation.
• Appeals against the decision may be made within 10 days to the CEO.
• Any appeal upheld concerning assessments or marking schedules must be recorded in the programme file and specifically addressed by a review of the assessment or marking schedule prior to said instrument being used again.

Appeals against decisions made by the CEO or Chairman.

• Students must lodge their appeal within 10 working days of being advised of an academic decision.
• Appeals must be addressed to the Chairman or VHNZ Board and include: all relevant information and documentation in the student’s possession; a summary of the grounds for the appeal; details of the remedy or desired outcome sought and any supporting evidence.
• A letter of acknowledgement will be sent to the student.
• The Chairman or VHNZ Board or their appointee will investigate and make a report to the Chairman.
• The Chairman will make a final decision.
• The decision will be reported to the student within 2 working days.

FURTHER ACTION

If an international or domestic learner is not satisfied with the result of the VHNZ complaints process. The learner can refer their complaint to NZQA. Further information on making a complaint through NZQA can be found on their website.

Formal dispute resolution services can be accessed, an example here:

• https://www.studycomplaints.org.nz

This page was updated: Sept 2025

STUDENT FEE PROTECTION POLICY

PURPOSE

To ensure that student fees are reasonable, compliant with legislative and NZQA requirements and that VHNZ is fair and reasonable in all aspects of student fees.

POLICY

This policy is to protect the interests of VHNZ students.

Where fee paying courses are run, student fees will be protected, in compliance with section 452 of the Education and Training Act 2020 and the NZQA Student Fee Protection Rules 2025 using standard and static trusts as detailed in Appendix B of the rules.

Student fee protection covers all payments made by, or on behalf of, a student. These include:

• Fees (including course-related costs).
• Living expenses.

PROCEDURES

Student fee protection

When students enrol in a course for which the student fee protection is implemented, administrative staff will deposit all fees with Public Trust, an independent trustee approved by NZQA. These fees will be held in the VHNZ standard trust, until after the refund period, in compliance with section 356 of the Act. As soon as student fees are deposited with Public Trust, they're protected. Then after a student completes their course, fees are paid by Public Trust to VHNZ. In the unlikely event that VHNZ is unable to complete the course (due to closure, insolvency or course cancellation), Public Trust will refund any fees owed directly to the student.

Withdrawal and Refund – Domestic Students

Domestic students are entitled to a refund if they withdraw from a programme or micro-credential as per section 357 of the Act.

When domestic students withdraw from courses of more than three months’ duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within eight (8) calendar days of the course commencement date.

VHNZ must refund the total amount paid, less costs incurred up to 10% or $500, whichever is less.

When domestic students withdraw from courses of less than three months’ duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within five (5) calendar days of the course commencement date.
• VHNZ must refund the total amount paid, less costs incurred up to 25%.

When domestic students withdraw from courses of less than 5 weeks but more than 2 days duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within two (2) calendar days of the course commencement date,
• VHNZ must refund the total amount paid, less costs incurred up to 50%.

When domestic students withdraw from courses of 2 days or less duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs five (5) business days or more before the course commencement date, the client/student will receive a full refund. Within five (5) days of course commencement the client/student will be charged 50% of the agreed price. Within two (2) days of course commencement the client/student, there is no refund - full fees apply.

Non-attendance:

• If students confirmed for training do not attend, they will be charged a non-attendance fee which is the course investment as quoted.
• VHNZ is aware trainees may have a valid reason for non-attendance. In these circumstances the reasons will be assessed, and a compromise may be agreed upon between VHNZ and the client/student.

Withdrawal and Refund – International Students

International students are entitled to a refund if they withdraw from a programme or micro-credential as per section 529 of the Act.

When international students withdraw from courses of more than three months’ duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within ten (10) working days of the course commencement date.
• VHNZ must refund the total amount paid, less costs incurred up to 25%.

When international students withdraw from courses of less than three months’ duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within five (5) working days of the commencement date.
• VHNZ must refund the total amount paid, less costs incurred up to 25%.

When international students withdraw from courses of less than 5 week’s duration:

• Notification of cancellation or postponement must be made in writing.
• The withdrawal occurs within two (2) working days of the commencement date.
• VHNZ must refund the total amount paid, less costs incurred up to 50%.

Refund conditions for international students:

• Failure to obtain a study visa; and
• Voluntary withdrawal by the student; and
• VHNZ is unable to complete the course.

Standard and Static Trust accounts.

VHNZ must follow NZQA rules when depositing Student Fees.

• VHNZ and Public Trust use NZQA approved trust deeds for the trust accounts.
• Student fees are deposited into the Standard trust account held with Public Trust.
• The Standard trust account must cover the period following receipt of Student Fees, up to and including at least the end of the relevant Refund Periods and must provide cover from the end of the relevant Refund Period to the end of the Course (inclusive of holidays).
• The Static trust account must hold an amount that covers the maximum liability to reimburse students if VHNZ closes.
• Public Trust is responsible for ensuring it holds sufficient information about individual Students to enable it to carry out its role as Trustee.

Student fee protection information to students

At a minimum, on enrolment all students will be advised by email:

• The amount of fees protected;
• The type of fee protection arrangement in place and details of the trustee;
• People or organisations to contact if their course or PTE closes;
• To attend meetings arranged for students affected by a closure;
• To consult the NZQA website (nzqa.govt.nz)

A completed Fee Protect Student Acknowledgement Form will be emailed to the student to review, sign, date and initial and return to VH for filing with the Public Trust.

Audit of student fee protection arrangements

VHNZ has five months following the financial year end to submit its independent audit of student fee

protection arrangements. The approved NZQA forms for audit opinion/auditor engagement letters are available on the NZQA website.

This page was updated: Sept 2025