Online Complaint Advice Form

Online Complaint Form
This form will guide you in giving us information about the concern you wish to raise and the expectations you have around how best to resolve it. Once we have received your complaint, we will make contact with you within 5 working days to discuss your concerns and give advice on the next steps. Please note that this form is not for use by TLC staff. If a staff member wishes to raise a concern or complaint, they should contact our Culture & Employment team directly at cultureandemployment@tlc.ac.nz

Examples of complaints we can advise you on

Academic

This is a complaint about your academic experience or academic outcome. For example, you may have concerns about:
- Class content
- Resource material
- Feedback on your work
Behaviour

This is a complaint about a staff member or student’s behaviour. For example, you may have concerns about:
- Inappropriate comments about your appearance, race, beliefs, gender, etc.
- Rudeness or bullying behaviour
- Sexual harm
Service

This is a complaint in relation to any aspect of our service. For example, you may have concerns about:
- Campus facilities
- Support and enrolment processes
- Written or verbal communication
Urgent help in a crisis or emergency

If you need urgent help right now, or feel you or someone else is in danger or at risk of harm, do not fill out this form. Instead, call:
- 111 in an emergency
- Mental Health Crisis Team – 0800 745 477
- Lifeline – 0800 543 354
- Youthline - 0800 376 633, free text 234
About you

(Your full name and contact details are required if you would like to receive a response. This information will not be shared if you choose to remain anonymous.)
Full Name*

First NameLast Name
Email Address*
example@example.com
Phone Number*
Please enter a valid phone number.
Which best describes you?*

TLC StudentMember of the publicContractor
About your complaint
What is the nature of your complaint? (Required - Select all that apply)*

Academic experience or an academic outcomeBehaviour of a staff member or a studentService I have received from TLC
Would you like to remain anonymous? (Required)*

NoYes
If you have chosen to be anonymous (unnamed), following the principles of natural justice we do not engage with you, other than to acknowledge receipt of your concern. We may raise your concerns as general feedback within the school and use your comments as learnings for the future.

If you have chosen to be named, your form will be processed within 5 working days after you submit it. Our services operate Monday to Friday. We will review your form and let you know how to make the next step and the best people to approach to help you do that.
What is your complaint about? (Required)*
Tell us about your concern or complaint, such as what happened, who was involved, when it happened and who was affected
What pastoral support do you need from us? (Required)*
Tell us what aspect of raising a concern or making a complaint you would like support with, such as arranging a meeting with students or staff involved to see if you can resolve the issue directly
What outcome are you seeking? (Required)*
Tell us how you would like the issue resolved. What are your expectations for an outcome or solution?
Additional information (optional)
If there anything else you would like to add, please enter it here
Further information about you (optional)

Collecting data as part of our complaints process helps us to inform improvements, and record and report on complaints by diverse learner groups to NZQA which we are required to do under the Education (Pastoral Care of Tertiary and International Learners) Code of Practice. The below additional personal information is collected for this purpose. This is optional for you to complete, and any information you supply will be stored securely in accordance with our Privacy Statement.
Gender

MaleFemaleGender DiverseNon-BinaryDecline to answerOther
Age

16-18 years18-24 years25-39 years40+ yearsDecline to answer
Ethnicity

MāoriEuropean/PākehāAustralianSamoanCook Island MāoriTonganNiueanTokelauanFijianOther Pacific PeoplesFilipinoCambodianVietnameseOther Southeast AsianChineseJapaneseKoreanIndianSri LankanOther AsianBritish/IrishDutchGreekItalianGermanOther EuropeanMiddle EasternPolishSouth SlavicLatin AmericanAfricanDecline to answerOther
Please specify your ethnic group if you have selected ‘Other Pacific Peoples’, ‘Other European’, ‘Other Southeast Asian’, ‘Other Asian’ or ‘Other’
Disability

This information enables us to understand your requirements better and offer any extra support to assist you with processing your complaint.
Do you live with the effects of any impairment, medical, mental or physical illness?

YesNo
Please tick the box below that pertains to your condition/disability:

My condition/disability affects my sightI am hearing impaired or DeafMy condition/disability affects my mobilityI have a mental health disabilityI have a learning impairment e.g. dyslexia, dyspraxiaDecline to answerOther
Please specify your condition/disability if you have selected ‘Other’:
Privacy Disclosure Statement

This information is being collected to help to navigate the process of making a complaint and as strictly necessary only to meet our other Purposes and Legitimate Interests set out in our Privacy Statement. We may be unable to process your request if you choose not to supply any information noted as ‘required’. Your information will be held securely and processed in accordance with our Privacy Statement. If you would like to access or correct your information please contact our Privacy Officer at privacy@tlc.ac.nz.
Should be Empty:

Online Complaint Form

About you

About your complaint

Further information about you (optional)

Disability