Education (Pastoral Care of Tertiary and International Learners) Code 2021

International student obligations for NZ tertiary providers

Providers enrolling international learners have additional obligations beyond the general Pastoral Care Code. Here is what you must do before, during, and after international students arrive.

📋 Pastoral Care Code 2021, Clauses 20–22 — NZQA and TEC compliance

Before the student arrives

Pre-arrival obligations

  • Provide accurate pre-enrolment information about your courses, fees, and pastoral support
  • Confirm accommodation arrangements are in place
  • Provide arrival information including emergency contacts, transport from the airport, and orientation schedule
  • Ensure the student has valid visa documentation before arriving
  • Have a process for students who do not arrive as expected

Arrival and orientation

Within the first week

  • Verify the student has arrived safely and is settled in their accommodation
  • Ensure the student understands their visa conditions — especially work rights and study requirements
  • Provide information about support services available at your institution
  • Explain the complaints process and external complaint bodies
  • Ensure the student has emergency contact information

TEC notification — 5-working-day rule

Critical obligation — notify TEC if student cannot be contacted

If an international student cannot be contacted within 5 working days of their expected arrival date, you must notify the Tertiary Education Commission (TEC).

This is a hard requirement — not discretionary. Document every attempt you make to contact the student and notify TEC promptly if the 5-day threshold is reached.

TEC contact: tec.govt.nz or 0800 601 301

Ongoing wellbeing monitoring

Regular check-ins required

You must have a documented process for regular wellbeing check-ins with international learners. The frequency should reflect the student's risk profile and how they are settling in. Check-ins should cover:

  • Academic progress and any concerns
  • Accommodation — is it safe and appropriate?
  • Financial situation — any hardship?
  • Health and wellbeing — physical and mental health
  • Social connection — are they isolated?
  • Understanding of visa conditions and obligations

Visa issues and immigration concerns

You must have a process

Providers must have documented processes for supporting students whose visa status may be affected — for example, students who fail to maintain satisfactory attendance, change their course, or are at risk of visa breach. You cannot simply terminate the enrolment without considering the visa implications for the student.

Refer students to Immigration New Zealand (immigration.govt.nz) for visa questions.

Homestay obligations (Clause 21)

Provider responsibility even for private accommodation

If your provider endorses or arranges homestay accommodation:

  • Verify the suitability and safety of the homestay family — background checks, home inspection
  • Have a written agreement with the homestay provider covering obligations and standards
  • Conduct regular check-ins with students in homestay (at least monthly)
  • Have a process for urgent relocation if safety concerns arise
  • Respond to any safety concern within 24 hours

Complaints — iStudent Complaints

External complaints body for international learners

International students who are unable to resolve a complaint through your internal process can access iStudent Complaints — a free, independent service.

iStudent Complaints: istudent.org.nz | 0800 00 66 75

All providers must make students aware of this service in writing at enrolment.

Source: Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021. NZQA: nzqa.govt.nz. TEC: tec.govt.nz. This is general information, not legal advice.

Frequently asked questions

What if a student's visa expires while they are enrolled?
You must have a documented process for this. Notify the student as soon as you become aware of the visa issue, refer them to Immigration NZ immediately, and document all steps taken. Do not simply terminate the enrolment — visa issues can take time to resolve.
Do we need to vet homestay families?
Yes. You must verify the suitability and safety of every homestay family you place students with. This includes a home inspection, police vetting of adult household members, and ongoing monitoring of the placement.
What pastoral care obligations apply to students doing online-only study from overseas?
The Code focuses on learners who are in New Zealand. For fully offshore international students, you still have obligations around accurate information, complaints access, and support — but the in-country wellbeing obligations are reduced. Check with NZQA for your specific circumstances.
Can a student complain about their homestay through iStudent Complaints?
Yes. If the provider arranged or endorsed the homestay, complaints about it can go through iStudent Complaints if not resolved internally. Make sure your homestay agreement with the family allows you to terminate the arrangement promptly if a complaint is substantiated.

International education providers: give your staff instant answers

Workstep gives your student advisors and pastoral care staff instant answers from the Code, your own procedures, and NZ immigration obligations — with exact clause references.

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