We believe in open, respectful communication and are committed to resolving concerns in a way that upholds the mana of all involved. We support whānau, kaiako and community members by providing clear guidance on how to raise and resolve any concerns or complaints, ensuring their voices are heard and valued.

1. In the event that it is felt necessary for a parent, caregiver, whānau, kaiako or member of the community       to make a complaint in regard to a person or some aspect of the service at Riverton Childcare, the following steps should be followed:

a. In the first instance speak with the person with whom you have the problem.

b. If no satisfaction is gained, see the Room Leader or Administrator.

c. If no progress speak to the Manager

d. If the problem is with the Room Leader or Administrator, speak directly to the Manager.

e. If the problem is with the Manager, speak to the parent mediator (name can be found by asking the Room Leader or Administrator).

f. If the complaint cannot be dealt with verbally, the complaint should be put in writing and a copy given to people involved. 

g. Further discussion should follow, each person involved is entitled to a support person of their choice. 

h. If a solution cannot be reached, and one or both parties wish to pursue it, an independent person, recommended by Community House, will be approached to mediate. The recommendations of the mediator will be sought.

2. If the matter concerns the welfare of a child, the Room Leader or Administrator will inform all Educators immediately or through the message book or at a kaiako meeting. All concerns relating to child protection are managed in accordance with the Child Protection Procedure detailed in our Health and Safety documentation, in line with the Children's Act 2014 and Licensing Criteria HS31–HS34.

3. If there is a concern about non-compliance of licence details, parents can either speak to the Manager or contact the Ministry of Education directly:

414 Moray Place, Private Bag 1971 Dunedin 9054

Email: enquiries.dunedin@education.govt.nz Phone 03 471 5200 

4. This procedure will be kept in the operations manual, given to parents in the welcome book and it will be displayed on the notice board.