Overview of Important Policies and Procedures including Complaints and Refunds

New Zealand Privacy Act (1993):

Kalandra Education Group must comply with the requirements of the New Zealand Privacy Act 1993. There are procedures and actions relating to individual privacy within the meaning of the Privacy Act and its information Privacy Principles. Any problems of questions relating to the protection of individual privacy by the institution should be referred to the Pastoral Care Officer in the first instance.

 

Attendance Requirements:

Immigration New Zealand requirements of Study Visa Holders are:

·         As an enrolled full-time student you must attend timetabled classes to comply with the terms of your visa. Any non-attendance will be reported to senior management and then if not satisfactory, Immigration New Zealand will be notified.

·         If requested, you are required to show academic progress according to your course requirements

·         Immigration New Zealand can revoke your study visa and you will be requested to leave the country should you not comply.

 

Student Responsibilities

 

Our Expectations:

All students studying at Kalandra Education Group are expected to:

·         Respect others and act towards them reasonably, courteously, considerately and with good faith.

·         Respect the environment and property of the organisation and the property of others.

·         Comply with and observe with all health and safety instructions

·         Comply with all computer regulations, particularly downloading

·         Be Proud!

 

Where do I find all student regulations / policies relevant to me?

·         International Student Policy

·         Information Systems Regulations

·         Bullying, Harassment and Discrimination Prevent Policy

·         Alcohol and Drug Policy

·         Equal Opportunities Policy

·         Code of Conduct and Academic Regulations

·         Student Guidance and Support Policy

·         Concerns and Complaints Policy

·         Conduct and Discipline Policy

·         Work based and Off Site Learning Policy

·         Entry, Withdrawal, Fees, Fee Protection and Refunds Policy

·         Assessment of Prior Learning and Recognition of Academic Credit

·         Copyright Policy

 

All of these and corresponding forms / additional information are found on the student intranet as well as a copy with the Pastoral Care Officer.

 

Do you have a concern, or complaint?

Complaints are taken seriously and we will try to deal with all complaints quickly and fairly, please see the policy for more information.

 

Copyright:

Everyone is required by law to comply with the Copyright Amendment Act 2011 in regard to movies, TV shows and text material. Kalandra Education Group considers any offending to be a serious matter (we can be prosecuted). Offending may lead to disciplinary action and we will seek to recover any consequential costs, including any associated costs if an infringement notice is received. See the Copyright Policy for more information.

 

Grievance Procedures:

The New Zealand Government has appointed an independent administrator for the Dispute Resolution Scheme which is to encourage swift settlement of contractual and financial disputes between international students and their provider.

The Code of Practice for Pastoral Care for International Students requires all institutes to have fair and equitable internal grievance procedures for students. Students must go through these procedures before taking their grievance to NZQA.

During this grievance procedure you can ask for support from an independent person.

1.       You must first speak to your lecturer or an appropriate staff member. If the issue is unresolved to your satisfaction go to the next step.

2.       Make an appointment to discuss your concern with the General Manager. If the issue is unresolved to your satisfaction go to the next step.

3.       Make an appointment to see the Chief Executive and/or Independent person on the Governance Board. If the issue is unresolved to your satisfaction go to the next step.

4.       If your concern is not resolved by internal grievance procedures, you may contact NZQA at qadrisk@nzqa.govt.nz more information can be found at  www.nzqa.govt.nz/about-us/make-a-complaint/make-a-complaint-about-a-provider

5.       If the complaint is about the contract or financial matters you may go to complaints@istudent.org.nz or Freephone 0800 00 66 75 or +6449184975

Updated 27 August @ 1230pm

Refund Policy

 

Kalandra Education Group has the following refund and reimbursement procedures for the various circumstances that may arise:

 

Programme of study cancellation

If for any reason we cancel a programme of study (including low enrolments) prior to the commencement date, students will be offered a full reimbursement of the fees paid for the programme of study. In the unlikely that a course is cancelled after the commencement date students will be offered a pro rata reimbursements of fees within five (5) working days based on the programme of study in which they were enrolled and had paid fees for the time of the closure or cessation.

 

Closure

In the unlikely event that Kalandra Education Group goes into liquidation, receivership or has its accreditation withdrawn (in which case the Ministry of Education and New Zealand Qualification Authority will be informed immediately) students will be offered the following options by the appointed trustees.

 

A pro rata reimbursement of fees based on the programme of study in which they were enrolled and had paid fees for at the time of the event,

Or

A full reimbursement of fees for the programme of study that fees had been paid for but not yet commenced at the time of the event.

 

The Trust fund and Fees Refund policies and procedures state here comply with the legal requirements set out in section 253 of the Education Act 1989.

 

Domestic Students Only

 

Withdrawal of enrolment before start date

 

If the student withdraws from a programme of study before the start date of the programme of study, the student will receive the total fees paid, less any applicable fees and costs incurred. Such fees and costs must be explained.

 

For a programme of study longer than 3 months

 

If the student withdraws from a programme of study before the end of the eighth (8) working day following the start date of the programme of study, the student will receive the total fees paid, less any applicable fees and costs incurred. Such fees and costs will be explained and will not exceed 10% of the course fees or $500, which ever is the lesser. In order to receive a refund, the student must complete an application for withdrawal.

 

No refund of fees will be made after the eighth (8) working day following the start date of the programme of study, unless management accepts that there are exceptional circumstances sufficient to warrant a pro rata refund. Refund applications due to exceptional circumstances must be in writing and will be approved on a case by case basis. The student may be required to provided evidence to support their application.

 

International Students Only

 

Withdrawal of enrolment before start date

 

If a student withdraws from a programme of study before the start date of the programme of study, the student will receive total fees paid, less any applicable fees and costs incurred. Such fees and costs must be explained.

 

For a programme of study less than 5 weeks

 

If a student withdraws from a programme of study of less than 5 weeks before the end of the 2nd working day of the programme the student will receive at least 50% of the total fees paid.

 

If a student withdraws from a programme of study of less than 5 weeks after the 2nd working day following the first day the student is expected to attend the programme, no refund will be made.

 

For programme of study longer than 5 weeks but less than 3 months

 

If a student withdraws before the end of the 5th working day following the first day the student is expected to attend the programme, the student will receive at least 75% of the total fees paid.

 

If a student withdraws after the 5th working day following the first day the student is expected to attend the programme, no fees will be paid.

 

For programme of study longer than 3 months

 

If a student withdraws from a programme of study before the end of the 10th working day following the first day the student is expected to attend the programme, the student will receive the total fees paid less any applicable fees and costs incurred, the refund will be at least 75% of the course fees. Such fees and costs will be explained. In order to receive a refund the appropriate refund application form must be completed.

 

No refund of fees will be made after the 10th working day following the first day the student is expected to attend the programme, unless management accepts that there are exceptional circumstances sufficient to warrant a pro rata refund. Refund applications due to exceptional circumstances must be in writing and will be approved on a case by case basis. The student may be required to provide evidence to support their application.

 

Student Dismissal (all students)

 

If a student is dismissed from a programme of study after the refund period, no refund of fees will be made

 

Appeals (all students)

 

Any appeal against any part of this policy should be directed in writing to the General Manager clearly outlining any special circumstances that would warrant a variation to the policy.

 

Updated 27 August @ 500pm

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