All students enrolled with a New Zealand education provider are covered by the Ministry of Education’s ‘Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021′ also referred to as The Code.
This legislation outlines the level of care that education providers (Avatar) must provide to students while they live and study in New Zealand.

The Code

The Code sets out the minimum standards of advice and care that are expected of education providers for international students. View the Code here

In general, as an international student you can expect that:
  • The quality of teaching and learning you receive will meet high educational standards;
  • The marketing and promotion information you receive before you enrol is clear, complete and accurate so you can make a well-informed decision about whether an education provider is the right choice for you;
  • You will receive enough information and support to help you with your enrolment, including understanding the legal obligations you have, and that you will receive all the proper documentation;
  • You are welcomed and have enough information, guidance and support to help you settle into your new life in New Zealand;
  • Your study environment is safe, and that you have a safe place to live.

Policies and Procedures

Avatar is required by NZQA to have formal processes for certain practices specified in The Code. One way to ensure we meet our obligations for students is to have policies and procedures defined within our quality management system (QMS). All policies and procedures are available to students at any time. If you would like to have access to the QMS, please contact Louise or Sheila.

The following list shows specific policies and procedures that are relevant to international students:

  • Enrolment
  • Health and safety
  • Student fee protection
  • Student code of conduct
  • Student complaints
  • Student disciplinary process
  • International students policy
  • Monitoring attendance of international students
  • International students at risk
  • International student withdrawals and refunds
  • Termination of enrolment of international students

Student Support

Louise Cummings, Training Manager is the contact person for international students:

Termination of Enrolment

Ii is important you are aware that your enrolment can be terminated by Avatar in certain situations. These situations are defined within QMS policy and procedure Termination of Enrolment: International Students. The following situations are included:

  • Continued and unexplained absenteeism.
  • Exclusion or expulsion in accordance with the Education (stand-down, Suspension, Exclusion, and Expulsion) Rules 1999.
  • Provision of false or misleading information by the student on enrolment.
  • Insufficient academic progress.
  • Failure to pay fees.
  • Criminal behaviour (including such behaviour outside of Avatar’s premises).
  • An inability to attend due to reasons such as illness or family obligations, where the student cannot make up the missed course time and will need to re-enrol to complete the course.

Withdrawing From Your Programme

You have the right to withdraw from a programme at any time.  Avatar’s withdrawal and refund process is explained in the Fee Protection, Withdrawals and Refunds policy, which aligns with NZQA’s requirements.

You will need to notify the Training Manager in writing or complete the Withdrawal and Refund form accessed here:

Concerns and Complaints

If you have any concerns about your course or learning experience at Avatar, please tell us. We are interested in what you have to say and we welcome all feedback. If there is something bothering you or hindering your progress, let’s work together to put it right. We can’t help you if we don’t know.

If you have raised your concerns with us yet you feel we haven’t responded to your concerns satisfactorily, you have the right to raise your concerns with the following agencies: New Zealand Qualifications Authority (NZQA) or iStudent Complaints for international students.

NZQA  0800 697 296

NZQA responds to complaints about alleged non-compliance with the Code of Practice. Make a complaint.