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Home About Us Complaints

Complaints

Ara is a diverse community with a range of different perspectives. Sometimes issues, differences, and disagreements can arise.

To enable resolutions, we have a range of procedures you can utilise:

  • Talk to the person/people involved to see if you can resolve matters together
  • Raise concerns with a tutor/academic manager where appropriate
  • Speak to our Student Advocate
  • Make a complaint 

At Ara, there are three types of complaints you can make. What kind of complaint you choose to lodge can impact the timelines, disclosure requirements, and outcomes available. Complaints are a serious process and should typically only be utilised where other resolution attempts have not been successful. The forms of complaint are:

  • Anonymous Complaint – For issues to be raised. Anonymous complaints are appropriate for flagging issues, or themes to departments. As the complainant remains anonymous, specific outcomes cannot be communicated.
  • Informal Complaint – For issues to be addressed. Informal complaints are an opportunity to raise concerns with parties involved and resolve them in a constructive and collaborative manner. Informal complaints often utilise assisted resolution processes in seeking outcomes for complainants.
  • Formal Complaint – For more serious issues, formal complaints are likely appropriate. Formal complaints may prompt a full investigation of claims raised, if deemed appropriate. Identifiable information will be shared with all necessary parties to a formal complaint in line with the principles of natural justice, including, but not limited to, the respondent.

Useful links for more information

Submitting a complaint

Before making a formal complaint, we encourage you to read our Complaints Policy to gain an understanding of the procedure. Then either download a Complaint Form or fill in the form below.

Please indicate whether you are a student or member of the public by ticking the box below and supplying the information requested

Relationship to Ara
Are you an O house resident?

Please indicate by ticking the boxes below your awareness of the Ara processes and your permissions for complaint management

Read the CPP117c Ara Student Complaints Procedure here.

Please indicate which form of complaint you wish to file

Please indicate if you would like support or are actively engaged with Ara support services

What is the nature of your problem/complaint?

How we report on complaints 

In December 2016, the Chief Ombudsman, Judge Peter Boshier, advised entities covered by the Official Information Act and related legislation that his office had decided to publish six-monthly reports on official information complaints received by his office and the outcomes of their investigations.

In responding to this initiative, Te Kāhui Manukura, the Leadership Group of Ara, decided to match the Ombudsman by publishing a six-monthly report on the complaints and enquiries received by the Ara Institute of Canterbury at the Executive level.