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.

GMA102 Information provided to parents – Centre-based licensing criteria

GMA201 Information provided to parents – Home-based licensing criteria

GMA1 Display of information – Kōhanga reo licensing criteria

GMA302 Information provided to parents – Hospital-based 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.

GMA105 Human resource management – Centre-based licensing criteria

GMA204 Human resource management – Home-based licensing criteria

GMA7 Human resource management for te kōhanga reo

GMA305 Human resource management – Hospital-based licensing criteria