Student Handbook 2020 - NZIHF
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2020
Student Handbook
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 1CONTENTS
Welcome to The New Zealand Institute of Health and Fitness (NZIHF) ................................................................. 4
WHO ARE WE? ........................................................................................................................................................ 5
NZIHF - Vision: ................................................................................................................................................ 5
Contacting us ................................................................................................................................................. 5
STUDENT INFORMATION ........................................................................................................................................ 6
Enrolment ...................................................................................................................................................... 6
Tutorial and Learning support ....................................................................................................................... 6
Special Assistance .......................................................................................................................................... 6
Student Code of Conduct ............................................................................................................................... 6
Disciplinary Action ......................................................................................................................................... 7
Health and Safety ........................................................................................................................................... 7
Study issues.................................................................................................................................................... 7
Change in study location and/or time ........................................................................................................... 7
Graduation ..................................................................................................................................................... 8
Career guidance ............................................................................................................................................. 8
Employment ................................................................................................................................................... 8
Evaluation of your course .............................................................................................................................. 8
COURSE INFORMATION .......................................................................................................................................... 9
Course materials ............................................................................................................................................ 9
Entry requirements ........................................................................................................................................ 9
Course structure and content ........................................................................................................................ 9
Withdrawing from your course ...................................................................................................................... 9
Course transfers ............................................................................................................................................. 9
ACADEMIC PROGRESS .......................................................................................................................................... 10
Progress requirements................................................................................................................................. 10
Failure to meet progress requirements ....................................................................................................... 10
Suspension from study ................................................................................................................................ 10
Re-entry to study ......................................................................................................................................... 10
Academic withdrawal .................................................................................................................................. 11
ASSESSMENT ......................................................................................................................................................... 11
Types of assessment .................................................................................................................................... 11
Withdrawing from an assessment ............................................................................................................... 12
Plagiarism ..................................................................................................................................................... 12
Meeting assessment deadlines .................................................................................................................... 13
Assessment marking .................................................................................................................................... 13
Assessment results....................................................................................................................................... 13
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 2Appealing an assessment decision............................................................................................................... 14
PERSONAL INFORMATION .................................................................................................................................... 15
Privacy Act.................................................................................................................................................... 15
Access to personal Information ................................................................................................................... 15
Change of personal details........................................................................................................................... 15
FINANCIAL INFORMATION .................................................................................................................................... 16
Fees .............................................................................................................................................................. 16
Other charges .............................................................................................................................................. 16
Default in paying fees .................................................................................................................................. 16
Contacting Finance ...................................................................................................................................... 16
SPECIAL CONSIDERATION PROCESS ...................................................................................................................... 17
COMPLAINTS PROCESS ......................................................................................................................................... 18
APPENDIX A: FORMS............................................................................................................................................. 19
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 3Welcome to The New Zealand Institute of Health and Fitness (NZIHF) Welcome to the start of your journey towards a new career in the fitness industry! I would like to personally thank you for choosing NZIHF to guide you through this initial phase of your training. We appreciate that there are a huge number of providers of fitness courses out there. We will do our utmost to ensure the very best possible start to your new career. Our courses have been designed to help you develop real world skills, so you can get into the industry quickly and effectively and turn your passion into a rewarding career! What other industry allows you to keep fit and active, help other people AND get paid for it? Working in the fitness industry you will interact with a broad cross section of the community, providing a valuable service helping many people to achieve their health and fitness goals. You can also develop a flexible, fun, and profitable business. At NZIHF my team will teach you all you need to know to be effective and successful in the fitness industry. Graduates of our courses are constantly in demand from the top clubs we work with throughout New Zealand. The team at NZIHF will support you all the way through your studies to graduation and continue that support as you launch your career in the fitness industry. We are committed to producing industry savvy and workplace ready graduates who recognise that learning is a lifelong process and does not stop at the end of your initial qualification. My team and I look forward to being part of this journey with you. Yours Sincerely Steven Gourley CEO New Zealand Institute of Health and Fitness © 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 4
WHO ARE WE?
NZIHF - Vision:
The New Zealand Institute of Health and Fitness was founded in order to provide a one-stop shop for
you to:
• Be trained to the high standard sought by employers and successfully launch of your own
business in the fitness industry
• Find employment or contract opportunities in New Zealand or overseas across a range of
roles
• Develop your career through flexible, industry relevant and effective learning opportunities
• Collaborate, co-operate, and come together to prosper in your chosen fitness career
Your course with NZIHF is totally embedded in the practices of the fitness industry. As you progress
through your course, you will have ample opportunities to develop your skills and knowledge with the
support of your course tutors who are all highly experienced fitness professionals.
Time management is a vital part of being successful in the fitness industry. To complete your course,
you must set aside time for regular study and set a study timetable. Our goal is to have you graduate
and start your new career in the fitness industry and we are here to assist you. We look forward to
celebrating your graduation and seeing you succeed.
The most recent External Evaluation and Review by NZQA found NZIHF Confident in educational
performance and Confident in capability in self-assessment.
Website – Resources
You will find the following information on our website: www.nzihf.co.nz
• Online forms
• Career information
• Staff profiles
• Information about NZIHF
• Course information
You can access the online learning at http://elearn.nzihf.co.nz
You can find us on Facebook at https://www.facebook.com/New-Zealand-Institute-of-Health-and-
Fitness-112742645459439/
Contacting us
You can phone, email, contact us via our website. All contact details can be found at
www.nzihf.co.nz
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 5STUDENT INFORMATION
Enrolment
NZIHF delivers qualifications recognised by the New Zealand Qualifications Authority (NZQA). This
means our courses meet the high standards required by industry in both New Zealand and your
qualifications will be nationally and internationally recognised. Our qualifications are also recognised
by the NZ Register of Exercise Professionals (REPs).
NZIHF undertakes to ensure that, once enrolled, you have full access to the resources and
opportunities you require to satisfactorily complete your course.
Where NZIHF doesn’t reach the enrolment numbers required to run a class then NZIHF reserves the
right to cancel that intake and will offer you alternative study options.
Tutorial and Learning support
We are dedicated to ensuring you achieve your qualifications as we want to see you out in industry
working, highly successful and really enjoying it. To achieve this, we will work to support you by
offering you a variety of learning and assessment materials and working with you to help you with
your learning. On enrolment, you will be allocated a tutor and they will be your point of contact for
questions and guidance with the course content.
Learning materials include a comprehensive set of student notes and video lectures along with
structured tutorials to build on and apply your understanding of the course content. There are
opportunities for you to practice your skills under supervision in our skills centre (gyms) during your
‘Open Practical Forums’ time (OPF). You can also take part in personal tutoring/mentoring, as
required, with your tutor to help you to prepare for assessments, to review written work or just to
further your knowledge.
Special Assistance
If you have any special learning needs, a medical condition or learning disability please discuss them
with your tutor and/or submit an online ‘Request for Special Assistance’ form. The link is in Appendix
A of this handbook.
Student Code of Conduct
There are several rules which you must adhere to when on campus
1) Be on time for all classes, tutorials and practical assessments
2) Have appropriate gym clothing with you at all times
3) Be fully prepared for tutorials and assessments
4) Take part, while respecting the rights other students in the course
5) Don’t interrupt, be disruptive, offensive or undermine group dynamics
6) Mobile phones must be off at all times
7) Communicate openly, honestly and early
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 6Disciplinary Action
Discrimination, bullying behaviour, or harassment of any form will not be tolerated. Any breaches of
behaviour or where individual behaviour impacts on other students learning NZIHF will undertake
the following steps:
Step 1. Provide the student with a verbal warning which clearly identifies the issues that are of
concern and not acceptable. Notes about this warning will be recorded in the student’s file.
Step 2. If the behaviour continues, the student will be given a written warning, which will also be
recorded in the student’s file.
Step 3. If the behaviour continues, the student may have online access removed and be told they are
unable to attend tutorials and/or assessments at campus. If step 3 occurs a management
investigation will be undertaken and if the findings warrant further action the student may
be told (in writing) they are no longer able to attend and complete the course (In this
situation the student is not be eligible for a refund).
Health and Safety
You must follow guidance in relation to safety instructions and report any safety issues or non-
compliance to staff immediately. Any accident or injury that occurs at an NZIHF campus must be
reported to a staff member immediately and the Accident and Injury report form on the NZIHF website
completed within 48 hours of the incident. The link to the form is in Appendix A.
Study issues
During your enrolment there may be times when you need additional help from us. You might
encounter personal issues which impact your ability to study. If you need help you can talk to your
tutor, call or email us, or submit the request for ‘special consideration’ form on the NZIHF website.
Link is in Appendix A. Contact us as soon as an issue arises, and we will do our best to help you. If your
concern cannot be resolved immediately, it will be referred to a staff member who is able to
investigate it and take the action required. That staff member will contact you, so you know what
action has been taken. If you are unhappy with how your issue is dealt with, you may make a formal
complaint using the form on the NZIHF website (see Appendix A).
Change in study location and/or time
If the campus at which you are studying becomes unavailable for any reason, NZIHF will provide an
alternate place of study within a 10-km radius as soon as practicable. You will be required to attend
all scheduled contact sessions at the alternate place of study until the original campus becomes
available again.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 7Graduation A certificate will be awarded once all course requirements have been completed. This is achieved by passing all assessment requirements for the qualification. NZIHF will arrange to get you your certificate/sent to you by post. You will receive one copy of your certificate for each qualification you are eligible for. Certificates take 6 - 8 weeks to be processed after you graduate. It is your responsibility to ensure that you retain them safely. Store certificates in a safe place, as a fee will be charged should you request replacement certificates. Note that NZIHF checks your payment status prior to awarding any qualification. Your course fees must have been paid as due according to the payment schedule in your enrolment agreement. NZIHF reserves the right to withhold awarding a qualification and supplying a Certificate until all course fees are paid in full if you have departed from your payment schedule in any way and have been deemed by finance to be a payment risk as a result. Career guidance There are many ways you can gain important industry career guidance whilst you are a student with NZIHF. ▪ Your tutor knows the fitness industry in detail and can provide you with lots of relevant and useful employment information, so please ask ▪ Throughout your course you are likely to meet local fitness industry employers. We recommend you begin to form relationships with employers you like so that you can leverage those relationships as you graduate Employment Once you have successfully completed your course requirements you will be qualified to seek employment in the fitness industry in any of these roles: • Fitness/gym instructor • Self-employed Personal Trainer • Independent Subcontractor/Franchise owner Personal Trainer in a Fitness Centre • Employee Personal Trainer in a Fitness Centre During your course you may have the opportunity to meet with employers from the local area. Make the most of these times as they are valuable pre-employment opportunities. Evaluation of your course We care about what you think of your course and we want to continue to improve and offer the most industry relevant and up to date qualifications possible. In order to do this, we ask for feedback both during and after the course. At the completion of your course you will receive an online survey that won’t take much time, but your input will really make a difference. All feedback and comments collected will remain confidential and shall only be used for the purposes of staff training and improving course delivery. © 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 8
COURSE INFORMATION
Course materials
Once you have completed the enrolment process you will receive all the information and materials
you need to complete your studies.
Entry requirements
Language, literacy and numeracy
To enroll into NZIHF courses, you will need to be capable of reading and writing at New Zealand
National Certificate of Educational Achievement (NCEA) Level 2 or equivalent. Have an appropriate
level of personal fitness to enable successful participation in the training and assessment, which can
include moderate to strenuous physical activity.
Course structure and content
Refer to the course information materials for the specific courses and / or qualification/s you have
enrolled for.
Withdrawing from your course
You will be encouraged to complete your studies. However, if due to unforeseen circumstances you
must withdraw from the course, the following situations apply:
• Any request to withdraw must be received on the Request to Withdraw form (Appendix A)
and be approved by the National Academic Manager
• Withdrawals before the withdrawal date in your enrolment agreement will entitle you to be
refunded any fees paid, minus an administration fee
• Withdrawals after the withdrawal date in your enrolment agreement will mean you are not
be eligible for any refunds and all fees that are still due will need to be paid in full
To request to withdraw you must complete this form on the website
www.nzihf.co.nz/forms/withdrawal
Course transfers
Your enrolment cannot be transferred to another person as it is a legal contract between you and
NZIHF.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 9ACADEMIC PROGRESS
Progress requirements
In order to ensure you progress through your chosen studies successfully NZIHF requires that you
adopt study patterns that have a high likelihood of resulting in competency within the agreed delivery
profile of a course.
The standard academic progress requirements are;
• On time attendance or submission of all compulsory elements of a course
• Completion and submission of all questions or tasks in an assessment by the course
deadlines
• Completion and submission of all re-assessments by deadlines set by the tutor
Failure to meet progress requirements
An initial failure will result in you being recorded as ‘studies at-risk’. You will receive a communication
(via email) notifying you that your studies are at risk. The at-risk situation is recorded on the NZIHF
student management system and remains on your file for the duration of your course.
You can accumulate three studies at-risk, however on the fourth your studies will be suspended.
Failure to contact your tutor within 48 hours of the ‘studies at-risk’ event (being the time the at-risk
occurred, regardless of when it was communicated) will lead you to being suspended from all study.
Suspension from study
Suspension is where you are still enrolled in a course but not able to attend until a decision has been
made as to whether you can meet the academic progress requirements in the future. You will receive
a communication (by email) informing you of the suspension. You will have 7-days to apply to re-
enter the course, explaining how you will meet academic progress requirements. The link for the form
is in Appendix A. Re-entry to the course is at the discretion of NZIHF.
In making the decision whether you can re-enter the course NZIHF will consider your;
• Academic history prior to suspension
• Adherence to the course profile
• Adherence to the agreed behavioral and communication requirements, enrolment
declaration
• Effect across the course group given your non-compliance, behaviour and communication.
• Any other policies in effect at the time
Re-entry to study
Where you are accepted back on the course any subsequent failure will result in a further suspension.
You may be re-admitted with conditions that in the sole opinion of NZIHF will increase your likely
success and adherence in the future. These conditions are in addition to the standard academic
progress requirements and are communicated as a condition of re-entry into the course.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 10Academic withdrawal
Where you are declined re-entry to a course due to evidence that you are not engaged with the course,
then the National Academic Manager may withdraw you from the course.
Not engaged includes, but is not limited to:
• Failing to submit assessments
• Failing to respond to communication from NZIHF
• Not participating in workshops or classes; and
• Not completing online (e-learn) learning activities
(b) Such withdrawals will be noted as ‘Academically Withdrawn’ on your academic record and may
not be counted for external reporting purposes.
(c) If you are academically withdrawn from the course you are still liable for all fees for all courses,
as agreed in your enrolment agreement.
ASSESSMENT
Types of assessment
There are several different assessment elements involved in the courses:
1) Oral questioning
2) Practical assessments - These take place on campus and involve work scenarios from the
fitness industry
3) Project work - This is self-directed study on pre-set topics. You will need to research the
internet, books and articles, and use your course notes to complete written projects
4) Case Studies - You are given background information on a ‘client’ and given written tasks
relating to that client
5) Client Training- completed as you train a client
The on-line assessments are designed to ensure you are learning the content of the program. You
must keep a copy of all submitted hard copy assessments. Practical assessments are conducted by
your tutor and are based on the real-world tasks from the fitness industry. These provide a very
valuable learning opportunity and graduates of our courses have significant confidence in their skills
because of this type of assessment.
All assessments will be marked as either Competent (C) or Not Yet Competent (NYC), and when you
complete all assessments relating to the Learning Outcomes for the course you will be marked as
Competent (C) or Not Yet Competent (NYC) for that course. If you receive a NYC you are given the
opportunity to review and resubmit your assessment. Your tutor will work with you to assist and
advise you. There is a limit of one initial assessment and one re-assessment per student per assessable
component of a course.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 11Withdrawing from an assessment
If you withdraw from an assessment and for any reason wish for that assessment attempt not to be
counted, you may apply to NZIHF for a withdrawal from assessment consideration. NZIHF must be
satisfied that you had a valid reason for the withdrawal, and if so, the assessment attempt will not
count, and you will be offered another opportunity to undertake that assessment.
The following are accepted by NZIHF as valid reasons for withdrawal from assessment:
a) There was evidence of bias in the assessment process
b) There was interruption of the assessment due to environmental variation
If you withdraw from an assessment you will need to complete the ‘Withdrawal form Assessment
Form’. Refer Appendix A. If approved, this will ensure your assessment attempt will not count and that
you will be re-booked for another assessment by your tutor. Failure to submit this form will result in
an assessment outcome of ‘Not Yet Satisfactory’ or ‘Not Competent’.
Plagiarism
Plagiarism is copying someone else’s work and presenting it as your own. Any written assessments
you submit must be your own independent work. This is important when you study in groups and
discuss assessments with other students.
Plagiarism could be:
1) Copying the work of another student
2) Copying from textbooks, the web or other work without correct citation (references)
3) Failure to acknowledge the sources of work quoted
4) Submitting work which has previously been submitted for assessment by another student
5) Re-presenting the same assignment for more than one module in the course
6) Presenting an assignment completed by another person as your own work
The best way to avoid plagiarism is to make notes of where you find information, and then
acknowledge the source of the information used in your assignment. Such work may include sections
of text, quotations, original ideas, graphics, diagrams, charts, tables and figures. It is your
responsibility to ensure that full acknowledgement is given to the use of another person’s work,
thoughts and/or intellectual property.
Do not copy or allow another student to copy your work.
Where dishonest or improper academic practice, such as plagiarism is suspected, it is referred to the
National Academic Manager who will investigate the allegation. Penalties for a first-time minor breach
may include repeating an assignment. The penalty for a second-time offender might result in failing
the course
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 12Meeting assessment deadlines It is a condition of your study with NZIHF that you meet all deadlines for submission of assessments. Failure to meet the assessment deadline means that your studies will be placed ‘At Risk’. This means that you will have 48 hours to complete your course work and hand in your assessment. Failure to meet this deadline will mean that your studies will be suspended. If you believe that you have exceptional grounds for an extension of time beyond this 48-hour period, then contact your tutor. Your request will be reviewed by your tutor, in consultation with the Cluster Manager. It is the Cluster Manager who will decide whether-or-not to grant an extension request. Assessment marking All assessments will be marked by your tutor and you will be given feedback on that assessment. If your initial assessment attempt (practical or written) is deemed to be Not Yet Competent (NYC) then you may be booked in for a personal tutoring session with your tutor. Written assessments that need more work or are incomplete are handed back to you to resubmit when you come in for your next class. Areas that need to be modified will be highlighted and explained. Practical assessments will be re-booked for you to re-sit your assessment. If you are deemed to have not met the required standard in any assessment you will have the opportunity to be supported one on one with your tutor to develop an individualised study plan to support your learning and prepare for the re-assessment. Assessment results Results of your assessments will usually be available for you at the next tutorial session, along with feedback from your tutor. Once you have received a Competent (C) the hard copies of your assessments will be retained by NZIHF for twelve months, in accordance with current legislation. You can request to receive the hard copies of your completed assessments back after the 12 months, however you will need to let NZIHF know you want your assessment materials returned prior to the 12-month period ending, and if we do not receive a request the assessment materials will be destroyed. © 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 13
Appealing an assessment decision
NZIHF has a system to record and action appeals against assessment decisions. Please follow this
procedure to ensure a speedy resolution:
Procedures for an assessment appeal:
1. Discuss your If the student appeals the results, the tutor will immediately discuss the feedback
results with the provided and the assessment outcome to clarify the decision of Not Yet Satisfactory.
tutor who marked This must be done within 7 days from the result date.
your work
2. Request a re- If agreement on the assessment decision cannot be reached, the student has the right
marking by the to request a re-marking. The work can be assessed by the same tutor, or the student
same tutor or can request that another tutor undertakes the marking. The student must make the
another tutor request for re-marking within 7 days from the initial assessment date. The re-marking
will be completed within 7 days.
3. Complete the written If the assessment decision remains Not Yet Competent after the re-marking and the
assessment appeal student is still not satisfied, then within 14 days of receiving the re-marked results the
form on the NZIHF student can complete and submit an assessment appeal form, Appendix A which will
website. The
be reviewed by the National Academic Manager.
completed form will
be considered by the
Academic Manager
4. The appeal will be Within 7 days of receiving the assessment appeal a meeting or phone conference may
resolved by meeting be offered to the student who is appealing the decision. This meeting or phone
or phone. The conference will usually involve the tutor and an NZIHF Manager. A meeting or phone
National Academic conference may not be offered where the information at hand is sufficient for
Manager will then decisions to be made by the National Academic Manager as to the outcome of the
send written appeal. Where discussions occur details of the discussions will be recorded in writing.
notification of the The student would be informed within 14 days of the National Academic Manager
decision receiving the written appeal of NZIHF’s decision related to the appeal.
5. Final decision If the student is still not satisfied with the result and wishes to pursue the matter, we
through mediation offer mediation through mediation services available in the major metropolitan areas
and external where campuses are sited. This is the final step in our internal complaints resolution
assessment process, and we hope the assessment decision can be resolved to the satisfaction of
all parties. Mediation will be scheduled as soon as practical and not more than 30 days
from the date mediation is requested. The decision of the mediation will be recorded
and sent to all parties within 14 days of the final mediation and assessment
consideration.
6. Appeals improve our Complaints and appeals are logged on the student’s file and are reported to
quality of training management meetings and retained in our compliance records.
and assessment
Please note you will not be academically disadvantaged as the result of making an appeal.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 14PERSONAL INFORMATION
Privacy Act
NZIHF abides by the requirements of the Privacy Act. We only use personal information for the
purposes for which it was given to us, or for purposes which are directly related to one of our functions
or activities, and we do not give it to other government agencies, organisations or anyone else unless
one of the following applies:
• You would reasonably expect, or have been told, that this information is usually passed to
those individuals, bodies or agencies
• As required by law or under the standards for New Zealand Companies
• Where you consent to the disclosure of information, a copy of your written consent will be
kept on file
Access to personal Information
As a student you have access to your personal records when requested. This information is provided
in accordance with the Privacy Act. All personal information about you and your training history will
be kept confidential on our database and in the campus files.
Change of personal details
It is vital that you maintain up to date information of your name, address, mobile number, and email
address with NZIHF so that you do not miss out on receiving any vital information. It is your
responsibility to advise NZIHF if you change your personal details. Simply advise your tutor and they
will update your details in the database.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 15FINANCIAL INFORMATION Fees All NZIHF courses have course fees. Course fees are expressed in NZ Dollars and include GST, if any. Fees are published in the enrolment form provided to you at the time of your enrolment. The fees and payment options expressed in the enrolment form are correct at the time of publication but can be subject to change. Other charges Administration Fees These are in additional fees to the Course fees. $$ (incl GST) Change of NZIHF payment plan in any way $100 For any deposit and/or payment that becomes overdue $50 Replacement of learning and assessment materials $300 (Per course) Issuing a replacement Certificate $95 Default in paying fees If you are behind in the payment of your course fees, as per your contractual obligations, you will not be eligible to attend tutorials, open practical forums, or have assessments marked. If you are behind in payments and are with a debt collection service over late or no payments NZIHF may at its sole and absolute discretion withdraw you from the course entirely. If this occurs full fees will still be chargeable. Contacting Finance If you have any questions about your payment plan or fees, please contact finance at fees@nzihf.co.nz © 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 16
SPECIAL CONSIDERATION PROCESS
NZIHF has the discretion to approve refunds of course fees where, in their sole and absolute opinion,
and based on the quality of evidence provided by the student, an entirely unpredictable and
irreversible material change in circumstances has occurred for the student and a delay in studies,
however long, will not allow the circumstance to resolve.
The following circumstances do not meet the criteria required for a refund of course fees:
• Change in work hours or a work situation
• A change to a person’s financial position
• A change in personal objectives/goals or activities
• Changing place of residence
• A change in relationship
• A planned or unplanned pregnancy
• A temporary illness or medical issue
• Any non-disclosure by the Student of information relating to your ability to complete the
course at the time of enrolment
To apply for special consideration, you must complete the Special Consideration Form (Appendix A)
which must be received by NZIHF before your enrolment end date.
Applications without verifiable supporting documentation from third parties as evidence will not be
considered.
Procedures for applying for a Special Consideration:
1. Complete the online Special Consideration form. (Appendix A). Scanning and attaching
appropriate evidence to support your request form.
2. The National Academic Manager will consider the requests. All requests are considered
on a case by case basis.
3. The decision will take into consideration the circumstances outlined below.
4. The final decision is at the discretion of the National Academic Manager and within 10
working days a decision will be provided to you, via email.
5. Where a refund request is successful, a refund calculation is provided with the e mail.
6. If the request is unsuccessful you are required to pay all and any fees on the basis
agreed with NZIHF at the time of enrolment or by subsequent arrangement.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 17COMPLAINTS PROCESS
Please follow this procedure to ensure a speedy resolution to a complaint:
Procedure for a complaint:
1. Discuss the issue with In the first instance, the complaint should be discussed with the relevant
the member of staff member of staff. We encourage students to talk directly with the person
involved involved and see if they can sort out the issues of concern.
2. Discuss the issue with Where that is not appropriate, the complaint can be discussed with a
a manager member of the management staff. We will seek an immediate resolution of
the matter if possible, within the management roles of the organisation.
3. Fill in the online If the complainant is not satisfied with the suggested resolution, the
complaint form to be complaint should be recorded in writing (see Appendix A Complaints Form)
considered by the and submitted, along with any relevant documentation attached. The
GM National Academic Manager will consider the written complaint. Where the
matter may involve the National Academic Manager, we will use a third
party to consider the complaint and the resolution proposed.
4. Complaint resolution A meeting or phone conference may be offered to the complainant. Details
and written of any meetings with the complainant will be recorded in writing and the
notification of the complainant informed within 28 days of receipt of the written complaint of
decision the company’s decision related to the complaint.
5. Complainant not If the complainant is not satisfied with the suggested resolution, the
satisfied with the complaint can appeal the decision by submitting an appeal (Appendix A
outcome Appeals Form) to the CEO who will consider the complaint. The decision
notified to the compliant by the CEO is final.
6. If the internal process If agreement still cannot be reached, and the complainant wishes to pursue
has not worked, we the matter, they may elect to do so through the Disputes Tribunal. This is the
move to final final step in our complaint’s resolution process, and we hope the complaint
decision through can be resolved to the satisfaction of all parties. Again, the decision of the
mediation mediation will be recorded and sent to all parties within 28 days of the final
mediation meeting. This will be the final decision.
7. Take the complaint Once mediation has been provided, we will advise the complainant that all
to an external body internal processes have been exhausted. If he/she is still not satisfied, they
may take the matter to any external agency.
8. Complaints improve Complaints and appeals are logged in the student’s file and are reported at
our client services management meetings. All correspondence and forms are retained in our
and continuous compliance records. We treat complaints as feedback that can improve our
improvement student services.
Note: You will not be academically disadvantaged as the result of making a complaint. Equally we are
obligated as a responsible employer to protect staff from “frivolous or malicious complaints.
© 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 18APPENDIX A: FORMS All relevant student forms are located on the NZIHF website (www.nzihf.co.nz). The forms being located on the website enable us to process and respond in the fastest possible manner. Once these forms have been completed on the website, they will be emailed directly to the appropriate staff member/s. If you require assistance completing any of these forms, please advise your tutor. Withdrawal Form www.nzihf.co.nz/forms/withdrawal Special Consideration Request Form www.nzihf.co.nz/forms/request-for-special-consideration-form Request to Re-commence Study Form www.nzihf.co.nz/forms/re-commence-study-form Withdrawal from Assessment Form https://www.nzihf.co.nz/forms/withdrawal-from-assessment-form Appeals Form https://www.nzihf.co.nz/forms/appeals-form Special Assistance Request Form www.nzihf.co.nz/forms/request-for-special-assistance-form Complaints Form https://www.nzihf.co.nz/forms/complaint-form Feedback Form www.nzihf.co.nz/forms/feedback-form Accident and Injury Report Form www.nzihf.co.nz/forms/accident-and-injury-report-form RPL/Credit Transfer Form www.nzihf.co.nz/forms/rpl-credit-transfer-form © 2020 New Zealand Institute of Health and Fitness Student Handbook Page | 19
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