What role to the visiting teacher, regional manager & owner/licensee have in a serious complaint?
The role of these people is to ensure firstly that the children are safe; that all parties are provided with the opportunity to be heard and understood; that people’s privacy is respected; that people who are involved are appropriately informed of procedures, actions and outcomes; that outside agencies are consulted if required; that the process is inclusive, equitable and culturally appropriate and reflects the partnership in Te Tiriti o Waitangi.
Complaints procedure
Issues should be taken directly to the educator involved first. If there is no resolution at this point then the issue can be taken directly to the child’s visiting teacher. If there is no resolution at this point then the following procedures apply:
- Complaints will be received in writing only, and should be directed to the owner/licensee.
- The complaint will be acknowledged verbally on receipt.
- Documentation relevant to the issued raised will be gathered and accurately recorded by the owner/licensee.
- Advice will be sought from the outside agencies if necessary before responding to the complainant.
- Issues will be addressed in writing as soon as practically possible (within 7 working days).
- If requested a discussion will take place between the owner/licensee and the complainant who is encouraged to bring along a support person. If the complaint is valid necessary actions will be taken.
- Total confidentiality will be maintained throughout by all parties involved.
- Anonymous complaints will not be actioned.
If you are not confident that the matter has been satisfactorily resolved within the service, then please contact your local Ministry of Education Office. 42 Grey Street, Gisborne: 06 869 1520 or 06 863 1047 Napier Phone (06) 833 6730, Freephone 0508 656 565
In the case of a serious complaint about any breach to the regulations or policies by an educator, visiting teacher, and/or owner/licensee:
- Action will be taken which is appropriate for the circumstances. This may include instant dismissal, suspension pending investigation, and if necessary phone calls to all other parents/whānau whose children are also the responsibility of the person with whom the complaint has been laid. An incident report and reflection sheet may be required to be written up and circulated to all involved.
- A full report of the procedure and outcome will be given to those directly affected.