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Code of Practice

Code of Practice for the Pastoral Care of International Students

Tana Training has agreed to observe and be bound by the Code of Practice for the Pastoral Care of International students published by the NZQA.


When students from other countries come to study in New Zealand, it is important that those students are properly cared for, well informed and safe.  The students coming to Tana Training will be attending training for 2 days through their employer.  As such, the employers have responsibility of the students outside of the training room.  However, Tana Training has in place a full set of practices to ensure any international student is well cared for.

New Zealand educational providers have an important responsibility for international students’ welfare.

The following information provides an overview of the ‘Code of Practice for the Pastoral Care of International Students’ (the Code), and provides a procedure that students can follow if they have concerns about their treatment by a New Zealand educational provider or agent of a provider.

Tana Training aims to care for each and every student.

What is the Code?

The Code is a document which provides a framework for service delivery by educational providers and their agents to international students. The Code sets out the minimum standards of advice and care that are expected of educational providers with respect to international students. The Code applies to pastoral care and provision of information only, and not to academic standards.

What does pastoral care mean?

Pastoral care is the practice of looking after the personal and social well-being of students under the care of a school.  It can encompass a wide variety of issues including health, social and moral education, behaviour management and emotional support.

Who does the Code apply to?

The Code applies to all education providers in New Zealand with students enrolled on international study permits. The Code is mandatory to these providers and must be signed by them.

What is an ‘international student’?

An ‘international student’ is a foreign student studying in New Zealand on a student permit from the New Zealand Immigration Service.  It is important to note the students with Tana Training will be in New Zealand on visas associated with their work NOT on student visas.

How can I get a copy of the Code?

You can download a full copy of the Code or a summary or one specific to your language from the following link:

You will see links all of the Code information a little way down the page

How do I know if an educational provider has signed the Code?

The New Zealand Ministry of Education will maintain a register of all signatories to the Code. This list is available on the website link above.  If the educational provider that you are seeking to enrol with is not a signatory to the Code, you will not be granted a permit from the New Zealand Immigration Service and you will not be able to study at that institution.

A summary of the Code of Practice for the Pastoral Care of International Students

The Code sets standards for educational providers to ensure that:

  • high professional standards are maintained
  • the recruitment of international students is undertaken in an ethical and responsible manner
  • information supplied to international students is comprehensive, accurate, and up-to-date
  • students are provided with information prior to entering into any commitments
  • contractual dealings with international students are conducted in an ethical and responsible manner
  • the particular needs of international students are recognised
  • international students under the age of 18 are in safe accommodation
  • all providers have fair and equitable internal procedures for the resolution of international student grievances

Full details of what is covered can be found in the Code itself. Copy of the Code can be accessed here:

The Code also establishes the IEAA and the Review Panel to receive and adjudicate on student complaints.

Tana Training will be a signatory to the New Zealand Qualification Authority’s (NZQA) Code of Practice for the Pastoral Care of International Students and is committed to demonstrating the following values in its corporate and individual actions and decisions:

  • Commitment to excellence in academic programmes and service quality
  • Continuous improvement and responsiveness to our customers and innovation in our service offerings and operations
  • Empathy and respect: providing an inclusive environment that supports and respects students’ special cultures and values
  • Honesty and integrity in our dealings with stakeholders (students, parents, agents, employees, other providers and employers of our graduates)
  • Partnership: a commitment to honour the articles of the Treaty of Waitangi and to include tangata whenua in policy and decision-making processes
  • Participation: encouraging students to take an active role in the campus and its offerings
  • Protection: ensuring the utmost is done to keep students safe physically, emotionally and spiritually.
  • Openness: a learning environment that is open to new ideas and perspectives and celebrates diversity
  • All staff members at Tana Training are committed to implementing relevant quality control measures, as well as the compliance with the Code of Practice for the Pastoral Care of International Students.
  • The Management Team has measures in place to promote the pastoral care of international students in accordance with the "Guidelines to Support the Code of Practice for the Pastoral Care of International Students" published by the NZQA. 


Code of Practice


Code of Practice: Chinese version

What do I do if something goes wrong?

If you have concerns about your treatment by your educational provider or by an agent of the provider, the first thing you must do is contact the principal, the international student director, or another person who has been identified to you as someone that you can approach about complaints at your institution. The Code requires all institutions to have fair and equitable internal grievance procedures for students and you need to go through these internal processes before you can take the complaint any further.

If your concerns are not resolved by the internal grievance procedures, you can contact the International Education Appeal Authority (IEAA).

What will the IEAA do?

The purpose of the IEAA is to adjudicate on complaints from international students. The IEAA will investigate complaints and determine if there has been a breach of the Code. The IEAA has the power to impose sanctions on educational providers who have committed a breach of the Code that is not a serious breach. These sanctions include an order for restitution, publication of the breach, and / or requiring that remedial action be undertaken.

The IEAA will refer complaints that are not about pastoral care to another regulatory body if appropriate.

The educational provider will be given a reasonable time to remedy the breach. If the breach is not remedied within that time, the IEAA may refer the complaint to the Review Panel.

The IEAA can determine if it considers that a breach of the Code is a serious breach. If the breach is a serious breach, the IEAA will refer the complaint to the Review Panel.

What can the Review Panel do?

The Review Panel can remove or suspend an educational provider as a signatory to the Code, meaning that the provider would be prevented from taking any more international students. Only the IEAA can refer complaints to the Review Panel.

What is the International Education Appeal Authority (IEAA)?

The IEAA is an independent body established to deal with complaints from international students about pastoral care aspects of advice and services received from their educational provider or the provider’s agents. The IEAA enforces the standards in the Code of Practice.

How can I contact the IEAA?

You can write to the IEAA at:

The International Education Appeal Authority,
PO Box 12083,
New Zealand.

Or go online to:

Or email:

How can I contact Tana Training?

You can also contact the school at anytime to get assistance.

Rima Cooper
Business Developer
Tana Training Ltd

Dan Tana
Trainer / Assessor
Tana Training Ltd
09 2363805

Sharleen Fah
Tana Training Ltd
09 2363805

Jason McCormack
General Manager
Tana Training Ltd
09 2363805


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