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.
We'll contact you within five 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.
The transparency statement explains how we collect, use, and share information gathered about individuals and organisations for the purposes of carrying out our statutory functions under the Education and Training Act 2020.
Take things further if you want
If you’re not happy with our decision, you can contact your Regional Director of Education.
You can also go to other agencies at any stage of the complaints process.
The Code of Health and Disability Services Consumers' Rights
Schools providing health or disability services for their students, have responsibilities under the Code of Health and Disability Services Consumers’ Rights (the code).
If you're still not happy with how we're handling your complaint
If you raise an issue with us, we will work with you and do our best to resolve it. If after working with us you are still not happy with how we've handled your complaint, there are a range of options for you to consider to seek a resolution.
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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