Licensing Criteria for Centre-based Education and Care Services 2008:
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.
Documentation required: 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 office and provides
contact details.
1.0 | When Raising a Complaint | |
1.1 |
Where an issue or concern is raised– consider the type of concern and
|
Person raising the complaint |
1.2 | Raise the complaint as soon as possible following the incident/issue. | Person raising the complaint |
1.3 | Informal resolution with the individuals involved is the first step, unless the situation involves a serious legal issue or fraud. |
Person raising the complaint |
1.4 | Where informal resolution is not possible, or is unsuccessful, use the flowchart and Complaint Resolution Escalation steps to consider the best person to speak to for support and in taking the next steps |
Person raising the complaint |
1.5 | Complaints should always be handled sensitively and confidentially with the parties involved |
Person raising the complaint and those involved in the resolution of the complaint |
2.0 | When Receiving a Complaint | |
2.1 |
When receiving the details of a complaint from the person raising *documentation required if a Formal Complaint and
|
Regional/National employee |
2.2 | a) Where the person who is the subject of the complaint is an employee, pass the information directly to that person’s manager and leave it with them to resolve b) Where it is a serious situation, escalate the complaint, as per the attached charts and flowcharts c) Where the person is a volunteer and the complaint or concern is minor – Support the person to consider strategies to resolve the complaint, and/or to approach the person informally |
Centre President, Centre Advisor, or Regional/National employee |
2.3 | If this is a formal complaint: acknowledge the complaint in writing within 5 days and give the person raising the complaint the name of who will be following up. |
Regional/National employee |
2.4 | In order to resolve a formal complaint, the individuals involved need to be given all details of the concern/allegation against them, unless advised otherwise by external agencies (e.g. police). NB: anonymity regarding the person who laid the complaint may be considered, but the details of the concern must be able to be shared. |
Regional/National employee |
REFERENCES
Playcentre Aotearoa’s Complaint Resolution Policy