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Policy on Centre Concerns



We ensure parents, whānau and staff have key information about the Centre’s operations and know how to make a complaint or a suggestion if they need to.


It is important that parents and visitors to the Centre know about Midcity Childcare, which members of staff are entitled to be ‘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 parents, whānau and staff know that their issues and concerns will be listened to and acted on in a timely manner through a formal complaints procedure. 


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 staff 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 will inform parents and whānau of any changes to the information via email or newsletters.
  • We use notices at the door & in classrooms, newsletters, emails, Storypark, texts and our website to keep parents informed.

Parental Complaints

  • Parents/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. All complainants will be told what actions, if any, will be taken in response to the complaint.
  • Parents/whānau will be encouraged to speak first to the person concerned or the teacher responsible for their child. 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, the matter should be put in writing and taken to the Licensee. The complaint will be acknowledged within 3 days and either a meeting called to discuss it or planned changes to address the complaint will be made.
  • If the complaint cannot be resolved to the parent’s/whānau satisfaction, then they will be informed of other avenues available. 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.

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.
  • 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.

Relevant Background (including legislation/regulation references)

Licensing Criteria 2008, Governance, Management and Administration, Parent Involvement and Information documentation required:
GMA1: The following are prominently displayed at the service for parents and visitors: 

  • the Education (Early Childhood Services) Regulations 2008, and the Licensing Criteria for Early Childhood Education and Care Centres 2008; 
  • the full names and qualifications of each person counting towards regulated qualification requirements; 
  • the service's current licence certificate; and 
  • a procedure people should follow if they wish to complain about non-compliance with the Regulations or criteria. The procedure includes the option to contact the local Ministry of Education (MOE) office and provides contact details.

Impacts of Policy on Staff, Parents and Children

  • Inability or difficulty of parents and others to find out information about the Centres licence and the people working at the Centre.
  • People being unsure about how to express their concerns/issues at the Centre;
  • People discussing their concerns/issues with others who are unable to take the appropriate action.
  • The person who can action change is unaware of the concern/issue and therefore cannot modify behaviour and/or process/event at the Centre. 
  • Suspension of Centre licence.

Alignment with the Philosophy of Midcity Childcare

This policy is aligned with our Centre’s philosophy.

Implications and/or Risks for Midcity Childcare

The Centre’s licence could be suspended if there is non-compliance with regulations.


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 bi-annually or when there is a significant change in the area of the policy topic.
Authorised: Manager
Date: August 2019
Review Date: August 2021
Consultation Undertaken: Management/Staff/Parents & Whānau