Making a complaint

We're committed to delivering quality service and support at all times. If you think we're not, please let us know. That way, we can do our best to put things right and improve our service for everyone.

What is a complaint?

A complaint is an expression of dissatisfaction when we have not met your expectation.

It might be about:

  • the service you received
  • a practice, policy or process

If you have concerns or a complaint about an education provider, you can contact the New Zealand Qualifications Authority about what steps you can take.

If you're unhappy with a decision we have made about your student finance you have the right to ask for it to be reviewed. Talk to us first - this is often the quickest way to resolve things. Otherwise, you can ask for a decision to be reviewed.

Student Allowance review of decision
Student Loan objection process

If you have a service complaint it is best to talk to us first - this is often the quickest way to resolve things. You can talk to one of our staff by calling us
We are open Monday to Friday from 8am to 5pm. If we are unable to sort your issue out straight away, we will make sure that it is looked at by the right group of people.

Otherwise you can email us

When you make a complaint please tell us:

  • your name
  • your address and contact details
  • your client number
  • 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.

We'll try and resolve it straight away.

If we need to work with others, it may take longer. You'll always be advised when it has been received and when it has been resolved.

We'll do our best to ensure that you are satisfied with the outcome of your complaint. However, if you're not satisfied, there are other people you can contact such as:

linksRelated

Student Allowance review of decision
Student Loan objection process