Contact Us

Please feel free to leave us a message on the form below, or if you prefer, text, phone or email. We look forward to hearing from you.

Contact Us

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Do you wish to raise and issue or make a complaint?

At Lakeland Learning we welcome and encourage your feedback. You will be provided with many opportunities to give us your feedback, anonymously if you prefer, by completing our ‘Student Evaluation’ forms, participating in ‘Student Voice’ and by providing feedback to our independent External Reviewer. We encourage you to speak to your tutor, or the Director (Helen) about any issue at any time.  You may bring a support person with you as well, or if a number of students share your concerns, you may wish to make a time to speak with your tutor or Helen together. Do not be afraid of raising an issue with us. We are here to help you and want to make your time with us as enjoyable and rewarding as possible. If you wish to make a complaint this is what you need to do:

  • Speak to the staff member directly if you feel you can.
  • If you feel you cannot speak to the staff member directly, speak to another staff member or to Helen about the complaint.
  • If you feel you cannot speak to another staff member or Helen, you or a support person may contact one of our Advisory Board members. Contact details are available on request from Helen. You will not be asked to give a reason for requesting this information.
  • If the matter cannot be resolved, a mediator acceptable to both parties will be appointed who will make a binding decision.

If you are not satisfied with the outcome or the way in which your complaint has been handled and you may:

  • Contact Talk-Meet-Resolve who is the appointed operator of the Domestic Tertiary Student Contract Dispute Resolution Scheme (DRS) to help learners and providers solve disputes. To do this visit their website at https://tedr.org.nz/
  • Contact NZQA to enquire about making a formal complaint or to receive advice about the options available to you. To do this complete the online form at:  https://www.nzqa.govt.nz/about-us/make-a-complaint/make-a-complaint-about-a-provider/complaint-enquiry-form/ Your completed form will be sent to NZQA’s Quality Assurance Division who will then assess the information you provide and inform you of the options available.
  • Make a formal complaint to NZQA by completing the form available at https://www.nzqa.govt.nz/assets/Providers-and-partners/Code-of-Practice/formal-complaint-form.pdf or by contacting NZQA by Phone on 0800 697 296 and tell them you wish to make a complaint about a provider.

Depending on the nature of your concerns you could contact a different agency, such as:

  • The Tertiary Education Commission on 0800 601 301 for travel allowance concerns.
  • The Human Rights Commission on 0800 496 877 for discrimination concerns.
  • WorkSafe New Zealand on 0800 030 040 or the New Zealand Police for someone’s safety being at risk.
  • The Privacy Commissioner at https://privacy.org.nz/your-rights/making-a-complaint/ for concerns about how information about you has been stored or used.

Under the Tertiary and International Learners Code of Practice we are required to publish the number of complaints we have received and managed. To date we have received no complaints.

Contact Information

Helen's Mobile:

027 350 0908 (Text Message Preferred)

Our Landline:

07 378 4321

Email Address:

Helen@lakelearn.co.nz

Tutoring Hours

Monday-Thursday: 8.30am - 3.30pm

Friday: 8.30am - 12.30pm

Weekends and School Holidays:  Closed

Our Address

You will find us at:

Unit 12, Totara Point Shopping Centre, 29 Totara Street, Taupo

We are just along from the Hospice Shop!

How a Complaint is Managed at Lakeland Learning

Step One

Speak to your tutor, another staff member, or Helen if you feel you can. If you would prefer not to speak to your tutor, other staff member or Helen, contact one of our Advisory Board members. Contact details are available on request from Helen. You  will not be asked to give a reason for requesting this information.

If you would prefer, a support person can raise your complaint with you, or for you.

Step Two

The person you have raised your complaint with will listen, check they have understood your complaint, and if necessary collect information from other parties involved and any other relevant evidence. This process should take no longer than 10 days.

Step Three

The person that you have raised your complaint with will either:

Arrange a time to meet and talk with you (and your support person) about your complaint and attempt to resolve the matter with you,

Or

If they believe the matter needs to be escalated, it may need to be passed on to Helen (or an Advisory Board member) who will arrange a time to meet and talk with you (and your support person) to try to resolve the matter with you.

This process should take no longer than 10 days. 

Step Four

If the matter cannot be resolved, a mediator acceptable to both parties will be appointed. They will arrange a time to listen to your complaint and they will make a binding decision.

This process should take no longer than 20 days.

Step Five

 To help us improve, we will ask you to complete a ‘Managing You Complaint—How Did We Do?’ form.

Remember, if you are not satisfied with the outcome or the way in which we handled your complaint there are other organisations who can help you. A list is displayed in your classroom, on our website, and under ‘Complaints’  in the Student Handbook

The Lakeland Learning Company is accredited by The New Zealand Qualifications Authority to provide education and training