Code of Practice

When students from other countries come to study in New Zealand, it is very important that those students are well informed, safe, and properly cared for.  New Zealand educational providers have a very important responsibility for International Student welfare.  Raphael House is a signatory to the Ministry of Education’s Code of Practice.

What is the Code?
The Code is a document that provides a framework for service delivery by educational providers to International Students.  The Code sets 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.

Who does the Code apply to?
The Code applies to all education providers in New Zealand with International Students enrolled.  The Code is mandatory to those providers and must be signatory to them.

What is an “International Student”?
An “International Student” is a foreign student studying in New Zealand.

How can I get a copy of the Code?
You can request a copy of the Code from Raphael House or the Code is also available online from www.minedu.govt.nz/goto/international.

How do I know that Raphael House has signed the Code?
The Ministry of Education maintains a register of all signatories of the Code.  This is available online from www.minedu.govt.nz/goto/international.

If the education provider that you are seeking to enroll with is not a signatory to the Code, you will not be granted a permit with New Zealand Immigration Service and you will not be able to study at that institution.

What do I do if something goes wrong?
If you have concerns about your treatment by your education provider or by agent of the provider, the first thing you must do is contact the Principal, International Student Director, or other person who has been indentified to you as someone 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 your complaint any further.

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

What is the International Education Appeal Authority?
The IEAA is an independent body established to deal with complaints of International Students about pastoral care aspects of advice and services from their education provider or the provider’s agents.  The IEAA enforce standards in the Code of Practice.

How can I contact the IEAA?
You can write to the IEAA at:-

International Appeal Authority
c/o Ministry of Education
Private Bag 47-911
Ponsonby
Auckland

Fax: (09) 374 5403 or Phone: 374 5461
Email: info.ieaa@minedu.govt,nz

What will 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 education 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 remedial action to be taken.  The IEAA will refer complaints that are not pastoral care to another regulatory body if appropriate.  The education provider is to 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 International Education Review Panel  (“Review Panel”).  The Review Panel can determine whether if it considers that a breach of the Code is a serious breach.  Any breach that is considered a serious breach, the IEAA will refer to the Review Panel.

What can the Review Panel do?
The Review Panel can remove or suspend an education provider as a signatory of the Code.  This would mean the provider would be prevented from taking any International Students.

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

The Code sets standards for education 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 recognized
  • international students are  in safe accommodation
  • all providers have fair and equitable internal procedure for the resolution of international grievances


Full details of what is covered can found in the Code itself,

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