Making a complaint
StudyLink is committed to delivering first class services and providing dependable advice for students. If you think we are not meeting this standard we would like to hear from you. Not only so we can put right your complaint, but to improve our service for everyone.
On this page:
What is a complaint?
A complaint is an expression of dissatisfaction when we have not met your expectation.
Your complaint may be about:
- an incident or service issue
- payment or decision
- practice
- process
- policy
- or this website - you can email the webmaster@studylink.govt.nz
How to make a complaint
If you have a complaint about service, it is best to contact the manager of the particular office concerned first.
If you’re unhappy with a decision about your student finances, talk with us first – we’ll try and resolve things as quickly as possible.
But if we can’t resolve things for you, you’ll need to follow a standard process and apply for a Review of Decision. Read more about this in the brochure below, or on the Review and Appeals Process page.
If you have any questions, contact us.
Otherwise you can contact us by:
- Calling: 0800 88 99 00
- Or Faxing us 0800 88 33 88
When you make a complaint please tell us:
- Your name
- Your address and contact details
- Details about the complaint
We ask for your contact details so we can respond directly to you. However if you wish to make a complaint anonymously it will be treated with the same level of importance.
How long will it take
We will endeavour to resolve your complaint immediately.
If we need to work with others to resolve your complaint it may take longer. You will always be advised in writing when your complaint has been received.
Our commitment to resolving your complaint
All complaints are taken seriously and handled with immediate priority. We will ensure you are treated with respect and in a professional manner.
Who is responsible for the complaint?
Your complaint will be assigned to the appropriate area and escalated accordingly.
If you are not happy with the outcome of your complaint
We will do our best to ensure that you are satisfied with the outcome of your complaint investigation.
However if you are not there are other people you may choose to contact such as your local Member of Parliament, the Minister of Social Development and Employment, the Ombudsman or the Privacy Commissioner.
For further information visit the New Zealand government portal.
