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POLICY ON CENTRE CONCERNS

Rationale

We ensure whānau and staff have key information about the Centre’s operations and know how to make a complaint or share their input if they want to.

Purpose

It is important that whānau and visitors to the Centre know about Midcity Childcare, which kaiako are ‘Persons Responsible,’ how complaints can be made and where and when they can get access to the Education (Early Childhood Services) Regulations and Licensing Criteria (2008). It is important that whānau and kaiako know that their issues and concerns will be listened to and acted on in a timely manner through a formal complaints’ procedure.

Procedures

1. Access to Information

• Our current certificate of licence is displayed prominently at the entrance to our Centre.
• A list of the full names of qualified kaiako is displayed next to our certificate of licence, naming their qualifications and role in the Centre. Below it is the wording: ‘Any parent who wishes to make a complaint should contact the Manager by phoning (07) 957 3698 or by leaving a message with a Team Leader.’
• A hard copy of the Regulations and Licensing Criteria is always available in the entrance of the Centre for parents and whānau to read.
• We inform whānau of any changes to the information via email or a post on Storypark.
• We use notices at the door & in classrooms, emails, Storypark, texts and our website to keep parents informed.

2. Whānau Complaints

• Whānau may make a complaint about any aspect of our service or the conduct of a staff member.
• Anyone making a complaint will be carefully listened to and told how the complaint will be responded to. We will complete an investigation process, which covers what happened, immediate actions taken, risks and mitigation, who was involved, evidence gathered, investigation findings and the conclusion of the investigation. All complainants will be told the outcome of the investigation, and what actions, if any, will be taken in response to the complaint.
• Whānau will be encouraged to speak first to the person concerned or the teacher responsible for their tamaiti. If this is inappropriate or the issue cannot be satisfactorily resolved, they can speak with the Centre Manager. If this does not resolve the issue, you may contact the Service Provider Contact – Helen Monckton (021 929 024).
• If the complaint cannot be resolved to the whānau satisfaction, then they will be informed of other avenues available, such as the Ministry of Education, Hamilton Ph: 07) 850 8880 or www.education.govt.nz
• Confidentiality will be maintained throughout the process.
• Verbal complaints will be recorded in writing and reflected back to the complainant.
• Responses to all complaints will be in writing. All responses will be the responsibility of the Manager.
• The Manager will maintain a record of the complaint and any responses to it.

3. Staff Complaints

If staff have a complaint about a procedure or another staff member or a parent:

• The staff member will first attempt to resolve the issue directly with the person that they have the issue with, if they feel confident enough to do so without support.
• Otherwise, all complaints should be made to the Team Leader or Manager. This can be done verbally and, where possible, resolved in discussion.
• The Manager will ask the most appropriate person to resolve the complaint, if they are unable to resolve it themselves.
• Any complaint will be carefully listened to and a considered response given. Where actions are to be taken, the staff member will be informed of what actions are to be taken, and when they have been taken.
• For serious issues, a staff member will put the matter in writing and will receive a written response within a week.
• All complaints will be documented by the Manager.
• If the staff member is not satisfied with the outcome, they will be informed of avenues for further action

Alignment with Other Policies

Communication and Consultation policy.

Implementation

The Manager is responsible for ensuring that current and correct information is displayed, for ensuring staff are trained in handling complaints, for recording all complaints and for ensuring correct process is followed.

Review

Review bi-annually or when there is a significant change in the area of the policy topic.

Authorised: Manager
Date: August 2025
Review Date: August 2027
Consultation Undertaken: Management/Staff/Parents & Whānau