Code of Practice

NZLC has agreed to observe and be bound by the Code of Practice for the Pastoral Care of Tertiary and International Students. Copies of the code are available on request from NZLC or from the NZQA website.

NZLC conducts an annual self-review and attestation to ensure compliance with the Code, and in our most recent self-review we found all relevant aspects of the Code to be well-implemented and that we are meeting our goal to enhance students’ wellbeing.

We also identified some parts of the Code where we could do even better and have taken steps to:

• provide additional training for staff on identifying learners who may need additional wellbeing support
• involve learners in a review of English Only Week
• implement additional measures to support the homestay agencies we work with

NZQA Category 1 School

NZQA conducted an EER (External Evaluation Review) at NZLC in November 2023. NZLC was rated ‘Highly Confident in educational performance’ and ‘highly confident in capacity in self-assessment’. On this basis, NZLC is deemed a Category 1 school by NZQA. This reflects NZLC’s dedication to delivering quality English programmes. To check more details, click here:

Student Complaint Procedure

This is listed in the: NZLC Terms & Conditions, Student Handbook, Notice boards, website.

A “Formal Complaint” is defined as: “A complaint or concern that was unable to be satisfactorily resolved by the appropriate NZLC department staff and/or Principal as per the steps listed in the Complaints Procedure, and is subsequently elevated in writing to the NZLC Directors and / or to one of the external bodies listed in the Complaints procedure”.

There were no formal complaints in 2023.

Critical Incident

A “Critical incident” is defined as an unplanned or unforeseen traumatic event affecting a learner or learners which has an impact on the institution the learner attends, its staff, its learners and/or the wider community requiring immediate attention, including the potential for temporary closure of the institution.

There were four critical incidents in 2023.

• Due to Auckland Anniversary Day weather event (January 2023), NZLC closed the school for 2 days on 31 Jan and 1 Feb 2023. No students affected or injured.
• Due to  Cyclone Gabrielle (February 2023), NZLC closed the school for 2 days on 13 and 14 Feb 2023. No students affected or injured.
• Due to Auckland weather event ( May 2023 ), NZLC closed the school, for 1.5 days across 9 and 10 May 2023. No students affected or injured.
• Due to external critical community event (July 2023), NZLC closed the front door for a few hours. No students affected or injured.