What a complaint is#
A complaint is any communication where a person or whānau | family is unhappy, concerned or not satisfied with a situation, process or decision at an early learning service. A complainant may be a current or past parent of the service, a current or past staff member or a member of the public.
Complaints policies and procedures#
We have guidance for developing a complaints policy and process, and how to handle complaints.
GMA1 Display of information – centre-based licensing criteria
GMA1 Parent access to information – home-based licensing criteria
GMA1 Display of information – kōhanga reo licensing criteria
GMA1 Display of information – hospital-based early learning service licensing criteria
Handling complaints#
If a complaint is made directly to your early learning service, you should follow your complaints policy and procedure.
Anyone can make a complaint if they are concerned or not satisfied with a situation, process or decision at an early learning service.
A complainant may be a current or past parent of the service, a current or past staff member or a member of the public.
If a complaint is made to us#
Learn more about how we investigate complaints and incidents.
Investigating a complaint or incident
Employment-related complaints#
Complaints relating to employment disputes may need a different process or another agency.
For more information about managing employment disputes, see the Labour Inspectorate website.
Labour Inspectorate complaints – Employment New Zealand
All licensed early learning services must have human resource management practices in place.
Find guidance on human resource management for different types of service.
GMA7 Human resource management for centre-based services
GMA6 Human resource management for home-based services
