Our service promise

Every child has the potential to learn and succeed. The adults around them must work well together for this to happen. Our Promise sets out our commitment to make things work well and to provide excellent service.

Our Promise

Every day, every child will learn and succeed because of the work we do. We will:

  • value, respect and treat you fairly
  • listen and understand you
  • together, find what works
  • make it easy for you to work with us
  • do what we say we will do in a timely manner.

Ia rā, ka ako, ka angitū te tamaiti i ā tātou mahi. Hei tā mātou:

  • he mahi tōtika, he manaaki i a koe
  • he whakarongo, kia mārama hoki mātou ki a koe
  • he mahi tahi kia kitea ai ngā mahi whai hua
  • he whakamāmā kia ngāwari ai tō mahi i tō mātou taha
  • he mahi i tā mātou e kī ai i te wā tika.

It is important for us to know how we’re doing. Please let us know what’s going well and what we can improve.

If we don’t live up to Our Promise, refer to the Making a complaint page.

Learning Support Satisfaction Survey (LSS)

The Ministry of Education carries out a survey of parents and educators about our special education (SE) core services. This survey helps us identify what we can do better and how we are performing against our service promise and targets.

Until 2017 this was completed annually.  Use this link (external link) to the EdCounts website to find reports about the results of these surveys.  

At the end of 2018 the Ministry of Education replaced the Client Satisfaction Survey (CSS) with a new survey now known as the Learning Support Satisfaction Survey (LSS). The CSS was replaced because of:

  • Low response rates: which meant that we could not undertake robust analysis of smaller groups of interest
  • Data use: the CSS data was not available in a timely or useful way to positively impact service delivery and practice
  • Some of the CSS survey questions were confusing or not applicable to respondents’ circumstances. In addition the Common Measurement Tool questions used were too broad in some cases to provide information that could inform the improvement of service delivery. 
  • Poor alignment with current priorities: the CSS did not effectively support the implementation of Learning Support Service Delivery Model.

What is different about the Learning Support Satisfaction Survey

The new survey will run more regularly throughout the year and will be sent to parents/caregivers and teachers/educators (via schools and early childhood centres) after the child or student has received service[1] for 12 months or after the service has been completed. 

The survey data will help the Ministry of Education gain a coherent picture of parents’ and educators’ perceptions of the quality of service delivery across service types and regions and will also be used to help improve the way we deliver our services.

[1] The eligible services are: Behaviour Support, Communication Support, Deaf or hard of hearing, Early Intervention Service (for children under 5), Intensive Wraparound Service (Te Kahu Tōī), Ongoing Resourcing Scheme (ORS), and Physical Disability Support.



Last reviewed: Has this been useful? Give us your feedback