Tertiary pastoral care obligations in NZ — the Code and what it requires
Pastoral Care of Tertiary and International Learners Code 2021Education and Training Act 2020Updated April 2026⚡ Live legislation content
Quick answer
All NZ tertiary providers must comply with the Pastoral Care of Tertiary and International Learners Code of Practice 2021. The Code covers student wellbeing, accommodation standards, and support — with additional requirements for providers with international students.
The three-tier structure
Tier 1 — All providers: Wellbeing policy, student safety, complaints, sexual harm prevention
Tier 2 — Providers with accommodation: Accommodation safety, 24-hour emergency contact, residential staff training
Tier 3 — International students: Additional welfare and placement obligations
Access to support services for students in distress
Accessible complaints process
Staff trained to identify and respond to student distress
Sexual harm prevention and response policy (mandatory from 2022)
Students cannot be disadvantaged for raising wellbeing concerns
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Sexual harm policy is not optional
All tertiary providers must have a sexual harm prevention and response policy. It must include clear reporting pathways and support that doesn't require students to engage with a formal complaint process to access help.
Residential life staff field pastoral care and wellbeing queries at all hours.
Upload your pastoral care procedures and give your RA team instant, cited answers — even at 3am.
Minimum notice periods for changes to accommodation terms
Residential support staff trained in wellbeing and crisis response
NZQA compliance monitoring
NZQA audits compliance with the Code. Providers self-report through annual monitoring returns. NZQA can require remedial action or recommend removal of accreditation for serious breaches.
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RA training is a compliance requirement
The Code requires residential support staff including RAs to be trained to identify and respond to student distress. Document the training content, attendance, and frequency — NZQA audits look for this evidence.
Common questions
Yes. Tier 3 includes requirements for homestay providers who must be approved and monitored by the education provider.
The Code requires trained staff and clear protocols for mental health crises: immediate safety assessment, referral to appropriate services, and follow-up. Students must not be left without support after disclosure.
Where a provider arranges or endorses accommodation, that accommodation must meet Code standards. The provider is responsible for compliance even if they don't own the accommodation.
Internal complaints first. If unresolved, students can complain to the relevant ombudsman scheme or in some cases directly to NZQA.
Support interaction records, accommodation agreements, complaints and resolutions, staff training records, and incident reports. NZQA audits typically review these.
What happens when staff ask this question at 11pm?
"A resident disclosed to their RA that they've been self-harming. What does the RA do right now and what do we document?"
Residential Life Manager — 11pm call from an RA on duty