Kindercare Complaints Policy and Procedure—English

Rationale

Kindercare is committed to responsive, open communication to ensure a positive and supportive resolution to concerns or complaints brought to our attention.

This is especially important for our parents and whānau, who 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

For any complaints or concerns relating to Kindercare, it is important to us that we are made aware of these promptly. Our Kindercare 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 the 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 Complainant to discuss the outcome of the investigation, ensure you have the opportunity to kōrero and to 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 Complainant to provide further feedback and work together to resolve the issue.
  5. If the Complainant wishes 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 the centre’s Area Manager.
  6. The Area Manager will liaise with the Centre Director and may conduct further investigation. Once the investigation and consultation are completed, a hui will be arranged between the centre, the Area Manager, and the Complainant 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 Regional 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, on the number below or www.education.govt.nz. 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

Last Review Date: July 2024

Do you have feedback?
Share your thoughts with us