COMPLAINTS POLICY

Rationale

Parents, whānau and staff need to feel comfortable to express their concerns regarding their child while attending The Cottage Kindergarten. They will have their feelings and issues heard and acknowledged.

Objective

To ensure that parents, whānau and staff know that there is a procedure to follow so that they feel comfortable approaching staff about their concerns. To deal with any concerns quickly as they arise so that they do not escalate unnecessarily.

Procedures

Sometimes things may happen that parents or whānau are not happy about. Parents and whānau are invited to come and discuss their concerns with us as soon as possible.
All concerns will be dealt with in a professional and caring manner. Any complaint will be taken seriously.

If a parent has any concerns or a complaint:

>In the first instance speak to the supervisor as soon as possible.
>Sometimes issues can be resolved straight away.
>It may be appropriate to make a time to speak privately.
>It may be necessary to speak to other staff members or take some time to consider the complaint.
>All effort will be made to resolve the concern.
>Parents/whānau will be invited to sit down and discuss the outcome. They may wish to bring a support person with them.

If the issue is not resolved to the satisfaction of the parents/whānau the Ministry of Education can be contacted.

The Ministry of Education Auckland Office contact details are

12-18 Normanby Road
Mt Eden
AucklandPrivate Bag 92644
Symonds Street
Auckland 1150

Email enquiries.auckland@minedu.govt.nz
Phone (09) 632 9400 | Fax (09) 632 9401

Reference: Education (Early Childhood Services) Regulations 2008. Regulation 46
Licensing Criteria GMA1