Complaints and Grievance Procedure

Complaints and Grievances (GMA102)

We believe in open, respectful communication and are committed to resolving concerns and complaints 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 concerns or complaints, ensuring their voices are heard and valued.

A concern is generally a low-level issue or query that can usually be resolved through discussion, clarification, or information sharing. A complaint is a more serious concern that may require formal investigation, corrective action, or ongoing follow-up.

Complaints will be acknowledged as soon as practicable and every reasonable effort will be made to resolve concerns in a timely, fair, respectful, and confidential manner.

Guiding Principles

When responding to concerns or complaints, Riverton Childcare will aim to:

· listen and seek to understand before taking action 

· maintain confidentiality where appropriate 

· preserve positive relationships wherever possible 

· ensure fair and consistent processes 

· focus on positive resolution and ongoing improvement 

· support all parties to access a support person, whānau member, advocate, or union representative if desired. 

Guidelines

1. In the event that it is felt necessary for a parent, caregiver, whānau, kaiako, or member of the community to raise a concern or complaint regarding 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 concern where appropriate. 

b) If no resolution is reached, speak with the Room Leader or Administrator. 

c) If further support is required, speak with the Manager. 

d) If the concern relates to the Room Leader or Administrator, speak directly with the Manager. 

e) If the concern relates to the Manager, speak with the designated parent mediator whose contact details are available in the foyer and Operations Manual. 

f) If the concern or complaint cannot be resolved verbally, it may be put in writing and a copy provided to the people involved. 

g) Further discussion should follow where appropriate. Any person involved is entitled to have a support person, whānau member, advocate, or union representative present during meetings or discussions. 

h) If a resolution cannot be reached, and one or both parties wish to pursue the matter further, an independent mediator, recommended by Community House or another appropriate organisation, may be approached. Recommendations from the mediator will be considered by all parties. 

2. Documentation relating to complaints may include file notes, meeting summaries, agreed actions, investigation outcomes, and follow-up communication. Records will be maintained appropriately and confidentially. 

3. If the matter concerns the welfare or protection of a tamaiti, the Room Leader, Administrator, or Manager will ensure concerns are responded to promptly in accordance with the Child Protection Procedure detailed in the Health and Safety Policy, the Children’s Act 2014, and relevant licensing criteria. 

4. If there is a concern regarding non-compliance with the Education (Early Childhood Services) Regulations 2008 or the Licensing Criteria for Education and Care Centres 2008, parents and whānau may speak with 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

5. This procedure is included in the Operations Manual, shared with whānau as part of enrolment information, and made readily accessible to parents and whānau.