International Students
For International Student support, please email international@yoobeecolleges.com
Enrolment issues
Before you started your programme of study, your enrolment communication was through the Yoobee Sales team. Please contact them for problems with your enrolment.
For any queries about your VOS (Verification Of Study) or your Student ID, please contact your Online Learning Support person, and they will pass it forward.
Important information
Academic Help
Contact your tutor via Yoobee Online messaging for issues such as:
- content support
- general course issues
- assessment support, extensions, progress
- understanding assessment feedback.
How to book a 1:1 chat with your tutor
If you would like to chat to your tutor about any aspect of your study, you can email them or send them a message through the Yoobee Online messaging. Or use their Calendly link and book a 1:1 meeting directly.
Online Learning Support
For most other issues, the Online Learning Support person is there for you. You are welcome to send an email to online.learning@yoobeecolleges.com to reach out. This might include aspects of your study such as learning support (strategies to study, support tools to use) but also extend to areas such as pastoral care, taking a break from studies, StudyLink problems, visa questions and many more. You can book a 1:1 meeting with them, the same way you book with your tutor. They will also pass on messages and requests to the right person if this is necessary.
IT Help
Sometimes, technology isn’t playing on your team. If you have any technical issues with Yoobee Online, please send an email to onlinesupport@up.education. Include as much information as possible: what browser you are using, the tool that has the issue, any techno messages popping up, as well as screenshots of the issue. This information will help the online support team to identify the problem and provide the appropriate support.
Counsellors
Yoobee has external counsellors that provide completely confidential support to students. Students often have a range of concerns, such as stress, relationship issues, management of studies and every day worries. Three free sessions are delivered through a secure telehealth platform focusing on students' well-being while studying. To register for the online session, please go to ACS COUNSELLING. Online Learning Support can help you with registration if you like.
Sonder
Sonder is an external safety and well-being service that you can access 24/7 via an app on your phone. It’s free, confidential, and really easy to use. Check out this Video link introducing Sonder.
If you would like to use this service, sign up for it by filling in the form and sending it to Online Learning Support. Yoobee will send Sonder your details, and then Sonder will email you step-by-step instructions on how to access the app.
Sonder has lots of amazing features:
- Available through live chat and phone in any language
- Connect with registered nurses, psychologists, doctors, and emergency services
- Library of information in the app with articles, videos, and advice to support your well-being, e.g., managing anxiety when you are due to take a test, struggling with sleep, or relationships or stress
- You will get safety alerts if there are any potential health or security risks or weather threats in our area. It also alerts you if there are transportation disruptions in your area.
- Financial advice
- Function to track your journey or check on you to make sure you get to your destination safely, e.g., if you are going somewhere new or meeting someone for the first time.
External Services/Pastoral care help
Please refer to the Yoobee Student Handbook, as there is a directory of all the relevant services within New Zealand — perfect for any student.
Complaints procedure
We are committed to ensuring that every student has a positive and enriching educational experience on our campus. It is our utmost priority to be aware of any issues or concerns that students may be facing. We value open communication and encourage students to share their feedback, including any grievances they may have.
While our goal is to address and resolve issues promptly, we understand that there may be instances where students feel unhappy about certain aspects of their experience. In such cases, we have complaints procedures (both informal and formal) to ensure a fair and transparent resolution process.
If you find yourself in a situation where you are dissatisfied or have a complaint, we encourage you to follow our complaints procedure, starting with the informal step:
Withdrawal information and fee refunds for online students
Withdrawal from courses of 13 weeks or more:
Online students can withdraw within ten working days after and including the scheduled start date of your programme, and all tuition fees will be refunded minus a deduction of 10% of the fees paid or $500 (whichever is the lesser amount).
If you withdraw from your programme from 5pm on the 10th working day and before the completion date, there can be no refund. You would only be eligible for a refund of tuition fees in exceptional circumstances at the Financial Controller’s discretion.
You would need to provide documentation to support any such application, which must be made within one month of the last day of attendance.
From 5pm on the 10th working day and before the completion date, there can be no refund where you wish to transfer to another provider; you have been expelled; inaccurate or false information was included in your enrolment application.
Written confirmation of withdrawal:
Before processing a refund of fees, you may be required to provide written confirmation of the withdrawal from your parents or guardian (if under 18 years old). If you obtained a bank loan for the purpose of studying with Yoobee, we may require confirmation that the lender consents to your withdrawal. If, for any reason, your programme of study is discontinued before the planned start date, all paid tuition fees will be fully refunded.
Campus-initiated withdrawal
There may be times where the campus withdraws a student for lack of engagement or academic progress. These lack of actions are concerns for us. The campus will contact the student via various methods so it's important to respond and keep communication flowing.
Remember the average learning hours per week ≈ 30 hours for full-time students, ≈ 15 hours for part-time students, which includes self-directed learning, engaging in content, forums, providing feedback, working through the formatives, achieving summatives, etc. For example: No login during the week will raise concerns; no assessment submission, another concern, not interacting in group messages or forums = a concern, lack of Live Session attending or watching the recording = another concern.
We understand that life circumstances, unexpected events, or obligations might temporarily disrupt or hinder your ability to log in and engage in your studies. If you encounter any personal circumstances, emergencies, or pre-planned breaks that may affect your ability to engage with your coursework, reach out to your tutor so a plan can be put in place.
Extensions - Special consideration
Sometimes, things happen that are out of our control that can affect our studies. You may apply for an extension to the assessment when extenuating circumstances beyond your control seriously affect your ability to:
- attempt an assessment or
- prepare normally for an assessment or
- perform successfully during an assessment or
- complete an assessment on or by the due date.
The Student Guide - Extenuating Circumstances is a guide for you to understand the criteria when something has affected your ability to submit or take an assessment. This is when extenuating circumstances have affected your ability to submit your assessment on the due date. After reviewing the guide and you feel that your circumstances fit the criteria, you then must fill in the Special Consideration Application form. The completed form with the evidence should be sent to your tutor for consideration.
Please note:
- Please read the Student Guide prior to applying for consideration to ensure you are eligible.
- Providing suitable evidence at the time of application will reduce the need for your tutor to follow up requesting this.
- Approval can be given retrospectively for unanticipated circumstances. However, for situations that arise before the due date, apply early. Communication is important at this point.
- Repeated requests for extensions will be viewed as the student requiring more learning support. Your application may result in a chat about what learning strategies can be implemented to support your learning journey or the set up of a Learner Support Plan (LSP)*
- If there is more than one assessment affected, please clarify this in the application.
- Should you exhaust your three attempts, please refer to the Student Handbook and communicate with your tutor on the next step.
*Learner Support Plan (LSP): This is a personalised plan designed to support a student with their academic progress. It is developed with the tutor ad should cover the WHAT, WHEN and HOW to get back on track. It is managed by the tutor. It is important that you meet the agreed deadlines or actions. Keep communication going if there are barriers in achieving your LSP.
Reconsideration
Very occasionally a student may feel they disagree with a result or a decision. If you find yourself in this position, you can make a request for reconsideration within 10 working days of receiving the decision. Please complete the Formal Complaint/Reconsideration Request for (click here) and send to the Campus Manager.
Appeals
Should you disagree with the reconsideration request outcome, you may request an Academic Appeal. Please read the guide (click here) before applying using this form (click here)
Assessment attempts exhausted
Students who have not completed all programme requirements and have exhausted all resubmission attempts may appeal to the Board of Studies to re-enrol in the failed course(s). This means that you will have another opportunity to achieve the learning outcomes set out within the assessment. Students in this position will apply through their tutor.
Here is the three step process to apply to the Board of Studies in this situation.
1. Commit to yourself. Have a good conversation with yourself answering these questions.
- Why are you doing this qualification? What does completing mean to you?
- What are you going to sacrifice in order to gain the qualification? Everything comes at a price and if getting the qualification means no more Netflix Saturday evenings for the next few months, are you willing to do that? Are you willing to get out of bed earlier by an extra hour to gain 1 more study hour in the day?
- Who can support you in these commitments, beyond your tutor? No person is an island and you need family, whānau, friends behind you supporting you to the end.
- Are you ok with a few, possibly hard challenges to achieve this?
2. Commit to an ILP – Individual Learning Plan. In order to do this you need to book a 1:1 meeting with your tutor and do the following
- Go through everything that you need to do in order to catch up. Create the ILP so that you are completely aware of the WHAT, WHEN, HOW to catch up.
- Ask your tutor in this meeting what other things need to be in your application.
- Review the ILP and sign/return it. Print it out so it is there as a reminder of what you have committed to yourself to do.
Optional Step: Book a meeting with Online Learning Support to go through some learning strategies so that you can have concrete actions to do that suit your learning and situation.
3. Write a letter to the BoS to add to the application via the tutor. A BoS application is a serious one, and not to be a “hey, what's up.... can I have another attempt?” email. The BoS needs to fully understand your situation and your commitment to improve/develop/learn from this situation so that you can complete your qualification. So part of the application needs to outline what went wrong, your commitment to yourself and your studies, and the future focused actions you will take. The ILP is one piece of evidence to the BoS showing your commitment. A clear plan of learning strategies is another piece of evidence.
The Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 (the Code) supports the well-being of tertiary and international learners enrolled with New Zealand education providers. It sets out the requirements that education providers must meet for the well-being and safety of their learners.
Yoobee is a signatory to the Code. It's important for students to understand what the Code is about and how it helps students' well-being, development and educational achievement.
Use these links to access information and simple videos.
- Know the Code - Tertiary Learners. This page is to help you understand the new Code for learner wellbeing and safety. You can download the code in te reo Māori or English.
- Know the Code - International Learners. The page is to help you understand the Code for international students studying in New Zealand.
- Know the Code Videos. These videos aim to support learners' understanding of the Code of Practice.
Assessments are the way your tutor(s) confirms you have achieved the learning outcomes for the module. Successfully demonstrating the learning outcomes results in passing the module, the programme, and ultimately leading to graduating with the qualification.
Refer to the Programme Outline for details on what assessment is in your programme.
In your programme, there will be assessment tasks - maybe a poster, maybe a short film or animation; whatever the task is, you will receive information on what to do. Formative (developmental/progress) assessment supports your understanding of the content and allows you to practise the skills and receive feedback before the summative (graded/marked) assessment.
An assessment brief should contain all the information you need to complete an assessment.
An assessment brief could contain key information on:
- The purpose: what is the reason for this assessment?
- Goals of the assessment: what the outcome would be once the project is produced.
- Requirements: all the relevant technical information for the project, which could include sizes, printing specifications, file size, target markets, technical specifications, format of the final piece, etc.
- Deadline: when the project needs to be presented or handed in.
At the start
All assessment briefs may be written differently, but they all can be tackled in the same process:
Step One: Very carefully read all information in the assessment brief.
Step Two: Read over all information in the assessment brief again, this time noting or highlighting any key words. Look for words that tell you the project purpose, goals and particularly take note of anything technical and hand-in requirements. Add the due date to your calendar.
Once you have a thorough understanding of what the brief requires, you can start your process to create the final project. Each programme of study will have a different process and requirements.
If you are not sure about any aspect of the assessment brief, check with your tutor before you start.
During an assessment
As you work on the assessment, refer back to the assessment brief to check that you are on track and aligned with the requirements of the assessment brief.
Every time you work on your assessment, back it up in a secure location that you can access. This way if something unforeseen happens, you will have the latest version of your assessment to carry on with. And it is really important if something crashes on the due date and you have to submit after the deadline.
Before you hand in your assessment
Once you have received peer feedback (if required) and are ready to hand in the final version, check your work again against the requirements of the assessment brief and the assessment matrix. Ensure you are handing in everything that is required in the correct format, with the correct naming, to the correct place.
Back up the final version in a secure location. This way if during submission things crash, you have easy access to it.
Don’t forget to check your spelling: either do a spellcheck or ask a friend to read over it, as it is hard to spot your own mistakes.
For each summative assessment, there will be a submission section clearly marked for you to upload your assessment. Label your files in full – name, Student ID and title. On your working document, save your drafts as draft, and when you are ready to submit, save the document as FINAL as a way to indicate which file to upload. There is nothing worse than uploading a draft document.
When you are ready to upload, click all the way through to submit it. The system submits things as draft and you have to finalise the submission by confirming it is your own work. You will see a red bell notification when it is completely submitted.
You can expect to receive a result within 15 working days of the due date. Sometimes, it might take longer when the assessment task is complex or forms part of the quality assurance process.
See section: 4.1.2 in Ready Set Go for more information on how to correctly submit your assessment.
If you wish to present any of your written or oral work for assessment in te reo Māori, please discuss this with your tutor and team leader at the start of each course or at assessment launch.
Part of learning is failing, so don’t panic or give up. Feedback will help you understand what you can learn from this experience – is it something specific within the project, something within your understanding of the task, or is it just learning better time-management skills? If you fail, then you have an opportunity to resubmit. (See 'Resubmissions of assessments' section below.)
Important information:
- If you are not finished on time, and there are no extenuating circumstances for an extension, please submit what you have done so far. Apply the feedback from your tutor to your next attempt should you need to (carry on working on the assessment, but do not submit it until you receive this tutor feedback).
- It is important to be aware that if you do not submit any material within the deadline, this ‘No submission’ is considered as your first submission.
- If you then submit your assessment late, this late submission is therefore considered as your second submission.
- This means that if you fail this late submission, you only have one resubmission left.
- If you know you will be late to submit and you have a valid reason, apply for an extension TWO days before the due date. Information on Assessment extensions can be found above in the section, Student Support
- If you have failed all three submission attempts, you can apply for an additional submission. This is called a Special Consideration. Information about this process can be found above in the section, Student Support
For each summative assessment, all Yoobee students have the opportunity for three attempts. That means ONE submission and TWO resubmissions.
Where possible, you will be asked to resubmit the aspects that are incomplete, or you have failed.
You will be told of the new due date and the areas needing to be addressed. Feedback from the original submission will guide you to understand what needs to be done.
Where you need clarification on a point or two, just ask. We want to support you to do your very best so that you can achieve your goals.
