Parent and Whānau Complaints Policy and Procedure—English

Rationale

As parents and whānau, you are an integral part of our Kindercare centre. When making decisions on how we can best meet the needs of your child, we are committed to making time to kōrero with you, and to work in partnership with you.

Procedure Details

To ensure a positive and supportive resolution to concerns or complaints, it is important to us that we are made promptly aware of any concerns you have. Our Parent and Whānau Complaints Policy and Procedure is in place to help you notify us of your concerns, so we can work collaboratively towards resolving these.

Should you have a complaint that you would like to bring to our attention, the procedure to follow is:

  1. Speak with your Centre Director in the first instance. In certain situations, the Centre Director may need to follow up and investigate further.
  2. Once the investigation has been completed, the Centre Director will arrange a meeting with the parents and whānau to discuss the outcome of the investigation, ensure parents and whānau have the opportunity to kōrero and share in the discussion towards resolution and the course of action to be taken.
  3. If the complaint or issue cannot be resolved at this point, the Centre Director will discuss the concern/complaint with the centre’s Area Manager for further advice, and/or investigation.
  4. After further investigation and consultation, the Area Manager, along with the Centre Director, will arrange a hui with the parents and whānau to provide further feedback and work together to resolve the issue.
  5. If parents and whānau wish to discuss their concern directly with Kindercare’s management, without talking with the Centre Director, please call our support office on 0508 546 3372 and ask to speak to your centre’s Area Manager.
  6. The Area Manager will liaise with the Centre Director and may conduct further investigation. Once the investigation and consultation is completed, a hui will be arranged between the centre, the Area Manager, and the parents and whānau to ensure all parties have had a chance to join the kōrero to resolve the issue.
  7. If you are not satisfied with the advice you have received, or the plan of action taken, you can call our Support Office on 0508 546 3372 and ask to speak to the Centre Services Manager.
  8. Should you choose not to address the issue with our Kindercare team first, you have the option to contact the Ministry of Education in your region (They may refer you to other agencies for further advice e.g. Ministry of Health etc.):
    • Tāmaki Makaurau Auckland: (09) 632 9400
    • Kirikiriroa Hamilton: (07) 850 8880
    • Te Papaieoa Palmerston North: (06)350 9850
    • Te Whanganui-a-Tara Wellington: (04) 463 8699
    • Ōtautahi Christchurch: (03) 3787300

We are committed to working with you, regarding your child’s care and education, so please let us know your concerns. 

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