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
which procedure needs to be followed:

  1. If alleging or notifying of child neglect or abuse, then immediately
    follow Child Protection Policy and Procedures
  2. If a concern about tamariki behaviour or learning needs – use the Positive Guidance policy and procedures
  3. For all other concerns/complaints use our internal process detailed in this procedure.
  4. If a serious concern about non-compliance with regulations / licensing criteria, note that you can choose to contact the Ministry of Education directly instead
  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
the complaint, document the following*:

*documentation required if a Formal Complaint and
recommended if an informal complaint for local resolution

  • Names of parties involved
  • Dates and times of incidents
  • What the concern is/what occurred
  • Where it happened
  • Any other witnesses
  • Information on any informal attempts to resolve the concern
  • Contact details of the person raising the complaint in order for them to be contactable for further details, assist in resolution or to advise them of any outcomes.
 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