Making a complaint about a learning support (special education) service

You can make a complaint if you have concerns about learning support services. We'll work with you towards resolution. Your feedback helps us to improve what we do with you and others in the future.

Step 1: Start with an informal discussion

Talk to the learning support person who works with you, or ask to speak to their manager. If this is difficult for you, ask a support person to do this for you or with you.

Step 2: Follow up with a formal complaint

If that doesn't sort out your concern, you can make a formal complaint in writing to a Support Manager at your local Ministry office.

Learning support services

We'll contact you within 5 working days of receiving your complaint to talk about how we’ll manage it.

We try to resolve any formal complaint within 15 working days. If your complaint is complex, this may take longer. If so, we'll tell you, and regularly update you on progress.

Step 3: We’ll write to you with our decision

When we’ve made a decision, we’ll tell you in writing. We'll include the reasons for the decision and the actions we propose to take.

Take things further if you want

If you’re not happy with our decision, you can contact your Regional Director of Education.

Learning support services

You can also go to other agencies at any stage of the complaints process.

The Health and Disability Commission

For complaints relating to services that fall under the New Zealand Code of Health and Disability Services Consumers’ Rights:

Phone: 0800 11 22 33

The Health and Disability Commission website (external link)

The Office of the Ombudsman

For complaints about New Zealand central, regional and local government organisations or agencies:

Phone: 0800 802 602

The Office of the Ombudsman website (external link)

The Privacy Commission

For help with any matters covered by the Privacy Act 1993:

Phone: 0800 803 909 

The Privacy Commission website (external link)

Share your positive experiences

We welcome your stories about what is working well and how services are helping you. That helps us to continually improve our services.

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