The Code of Practice sets out the standards we follow when we deliver our first aid training and what you can expect from us when you book and take part in our first aid courses.

New Zealand Qualifications Authority (NZQA) accreditation

New Zealand Red Cross is accredited by NZQA under the Education and Training Act 2020 and its subsequent amendments to provide education and training.

Access and equity

We ensure every attempt is made to allow access to our courses for all people, regardless of disability and in accordance with the Equal Opportunity Act 2010. We ensure our students are treated in an ethical and responsible manner consistent with the principles of social justice.


Due to circumstances out of our control, it is sometimes necessary to cancel a course at short notice. We reserve the right to cancel any courses at our discretion. We will take all reasonable steps to inform you of any cancellation as soon as possible. We won’t be responsible for any costs incurred due to course cancellation. Course bookings will either be refunded in full or transferred to another course date agreed with you.

Training philosophy

New Zealand Red Cross prides itself on providing training with integrity, accuracy and professionalism in a relaxed, safe, educational environment in keeping with our fundamental principles and in line with global best practice.

Confidentiality and privacy

New Zealand Red Cross adheres to, and abides by, all aspects of the Privacy Act 2020 in its dealings with members, volunteers, staff, supporters, clients and public. Confidentiality, privacy and respect are always maintained during courses.

Educational standards

New Zealand Red Cross has adopted policies and management practices to ensure we maintain high professional standards in the delivery of our training. We safeguard the interests and welfare of our students by:

  • Ensuring courses strictly follow our curriculum in terms of content, delivery, assessment and occupational health and safety requirements.
  • Providing suitable facilities for students to achieve the specified competencies.
  • Providing the equipment and materials needed to support the specified learning.
  • Helping students with all aspects of their training.
  • Providing appropriate assistance to people of non-English speaking backgrounds, physical disability, hearing impaired and students who identify a learning difficulty.

A volunteer demonstrates first aid on a mannequinInstructors

New Zealand Red Cross instructors have a wide range of experience in teaching and emergency care. They have all successfully completed additional training as required by New Zealand Red Cross National Training Quality Management processes. There is an annual revalidation of instructor certificates including a performance appraisal, professional development and minimum instructional hours.

Health and safety

New Zealand Red Cross prioritises the health, safety and wellbeing of staff, visitors and course participants. Please advise your instructor of any health problems you have. They will make appropriate arrangements to assist you to complete the course.

All staff, students and visitors must keep to our Health and Safety policies, WorkSafe good practice guidance documents and all associated legislation. Any incidents will be recorded and reported accordingly, and any reportable incident will be followed up immediately.

All our training venues have been registered with NZQA. External locations for exclusive clients are required to complete a training venues checklist to ensure it meets NZQA training room requirements.

Grievances and reassessment appeals

  1. Speak to the course instructor first.
  2. If the issue is still unresolved, speak with or write to the training manager in the region where you attended your course. You must contact the training manager within 10 days of completing the course.
  3. If the issue isn’t resolved:

Contact the Head of First Aid, PO Box 12140, Thorndon, Wellington 6144, phone 0800 RED CROSS (733 276).

We will write to you within 5 working days outlining what action could be taken to resolve the grievance.

NZQA accredited courses

At any time, you can contact NZQA for an independent assessment of the complaint.

Address: NZQA, PO Box 160, Wellington

Phone: 0800 697 296 OR 04 463 3000


Website: Make a complaint (NZQA website)