Complaints
If you have a complaint that does not involve a grade or discrimination, you should contact Cavalli College in the first instance at support@cavallicollege.nz. Cavalli College will acknowledge your complaint and investigate the issue with appropriate personal. As part of the complaint investigation, you will be given the opportunity to meet and discuss the complaint and may invite a support person to be present. At the conclusion of the investigation, Cavalli College will provide you with a written response.
If you are not satisfied with the outcome, you may appeal the decision. A senior member of Cavalli College will then review the findings and outcome. If you remain dissatisfied, you may contact NZQA, the Code Administrator, or Study Complaints for independent resolution.
Cavalli College is committed to fair, culturally appropriate, and transparent complaint resolution.
NZQA states:
There is a free and independent dispute resolution scheme available for all students studying at a New Zealand tertiary education organisation. You must have followed the education provider’s complaints process before raising the complaint through the dispute resolution scheme.
For complaints relating to the pastoral care code, you must have also followed NZQA’s complaint process first.
Study Complaints | Ngā Amuamu Tauira can help with:
- financial complaints, for example refunds
- contractual complaints, for example, contracts to study
- redress claims after an NZQA investigation finds there has been a breach of the Pastoral Care Code.
Further information on complaints can be found at Study Complaints – Learner guide to complaints (2024).pdf, or alternatively contact Study Complaints | Ngā Amuamu Tauira on 0800 00 66 75, email help@studycomplaints.org.nz or visit www.studycomplaints.org.nz.
Discrimination and harassment
Cavalli College learners have the right to operate in a safe environment free from harassment and discrimination. Cavalli College takes all reasonable steps practicable to prevent harassment and discrimination and to act promptly and fairly on any complaints received. If you:
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- have a question regarding harassment;
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- report a complaint about harassment;
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- report a case of domestic violence;
you should immediately inform the Board of Directors. Cavalli College shall provide guidance and ensure you are safe and will address your complaint or case promptly, consistently and fairly.
Download Cavalli College’s Discrimination and Harassment Policy and Procedure.
Learner withdrawal and refund
You may request a refund of tuition fees prior to or at any time during your enrolment according to Cavalli College’s Withdrawal and Refund Policy.
Cavalli College reserves the right to withdraw a learner from study for unsatisfactory academic progress.
Download Cavalli College’s Learner Withdrawal and Refund Policy and Procedure.
Learner fee indemnification
In the unlikely event that Cavalli College is unable to deliver the programme in which you have enrolled, Cavalli College has protected your fees with Public Trust. Fees deposited and protected by the Public Trust are held in the Common fund which has an unsecured guarantee from the New Zealand Government. The learner fee protection for Cavalli College is fully compliant with NZQA rules. Should access to your fees be necessary, you may contact Public Trust on 0800 494 733 or feeprotect@publictrust.co.nz. This arrangement has been accepted by the New Zealand Qualifications Authority as meeting the requirements of the Education and Training Act (2020) and the Student Fee Protection Rules 2021.
Download Cavalli College’s Learner Fee Indemnification Policy.
Learner wellbeing
Cavalli College is in partnership with learners to support your wellbeing through your learning journey. Wellbeing is a personal journey for each learner at Cavalli College, commencing with initial contact through to study decisions, orientation, accommodation, cultural support and emergency situations.
The Cavalli College values of Relationships, Learning and Wellbeing underpin how the academy supports domestic and international learners to achieve their aspirations.
This values-based approach informs the implementation of practices for the protection and care of learners and their positive learning experience at Cavalli College.
Download Cavalli College’s Learner Support and Wellbeing Policy.