GMA104 Complaint Feedback 25.4 | Windsor Montessori

Complaint and Feedback Policy V3

References:

Education (Early Childhood Services) Regulations 2008, Reg. 47(1a); Licensing Criteria GMA102

Te Whāriki:

Mana Whenua/Belonging - Goal 2: Tamariki/children and their whānau experience an environment where they know that they have a place.

Mana Whanaungatanga/Connection: A productive, purposeful partnership, focused on the needs of ākonga is evident between parents/whānau and the Montessori service/school in all formal/informal conversations.

Statement of Intent:

Windsor Montessori is committed to providing a safe, stimulating, consistent and accessible service to all tamariki, kaiako and parents/whānau/caregivers. We always aim to provide high quality services for everyone and we believe that tamariki and whānau are entitled to expect courtesy and prompt attention to their needs and wishes. We welcome suggestions on how to improve our preschool and will give prompt and serious attention to any concerns about the running of the preschool. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff/parent/whānau/caregiver. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns about the running of our preschool to a satisfactory conclusion for all of the parties involved. This policy constitutes the preschool's formal complaints procedure and is displayed on our premises at all times. Complaints are an important part of the preschool’s ongoing improvement. We are not perfect and operate under the belief that we are a perpetual work-in-progress.

Purpose:

To provide a clear procedure for any person who has a concern and/or complaint about the preschool’s compliance with the Education (Early Childhood Centres) Regulations (2008), (the ‘Regulations’) and/or Licensing Criteria for Early Childhood Education and Care Centres 2008 (the ‘Licensing Criteria’).

PROCEDURE

Making a Complaint - Parents/Whānau/Caregivers

Stage 1

Any parent/whānau/caregiver who has a concern about an aspect of the preschool’s provision in the first instance should talk over his/her concern with kaiako. The preschool is committed to open and regular dialogue with parents/whānau/caregivers and welcomes all feedback on its services, regardless of whether they are positive or negative. Most complaints should be resolved amicably and informally at this stage. If a satisfactory resolution cannot be found, or if the problem recurs then the parent/whānau/caregiver moves the complaint to Stage 2.

Stage 2

Parent/whānau/caregiver must put their concerns or complaints in writing to the head kaiako. Details of relevant names, dates, evidence and any other important information on the nature of the complaint should be included.
The preschool will acknowledge receipt of the complaint as soon as possible, within three working days at least, and fully investigate the matter. If there is any delay, the preschool will advise the parent/whānau/caregiver of this and offer an explanation. The head kaiako will be responsible for sending a full and formal response to the complainant.
If the head kaiako has good reason to believe that the situation has child protection implications, then Social Services will be contacted in accordance with our Child Protection Policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then the police will be contacted.
The preschool records written complaints from parents/whānau/caregivers in the tamaiti/child's personal file. However, if the complaint involves a detailed investigation, the head kaiako may wish to record all information relating to the investigation in a separate file designated for this complaint.
When the investigation into the complaint is completed, the head kaiako will meet with parent/whānau/caregiver to discuss the outcome.
Whanau must be informed of the outcome of the investigation within 28 days of making the complaint. This formal response will include details of any actions taken, or to be taken, and any amendments to the preschool’s policies or procedures as a result of the investigation. This response will be sent to the parent/whānau/caregiver concerned and all relevant and appropriate kaiako.
The head kaiako will arrange a time to meet the parent/whānau/caregiver concerned and any other relevant individuals, such as members of staff, to discuss the complaint and the preschool's response to it. The head kaiako will judge if it is best for all parties to meet together or if individual meetings are more appropriate.
When the complaint is resolved at this stage, the summarised points are recorded in the Complaint’s Folder.

Stage 3

If the parent/whānau/caregiver is not satisfied with the outcome of the investigation, they can request a meeting with the head kaiako. They may have a support person present if required.
An agreed written record of the discussion will be made as well as any decision or action to take as a result. All of the parties present at the meeting should sign the record and receive a copy of it.
This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summarised points are recorded in the Complaints Folder.

Stage 4

If at the Stage 3 meeting, the parent/whānau/caregiver and the preschool cannot reach an agreement, an external mediator will be invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.
The mediator keeps all discussions confidential. They can hold separate meetings with the head kaiako and parent/whānau/caregiver, if this is decided to be helpful.
The mediator keeps an agreed written record of any meetings that are held and of any advice given.

Stage 5

When the mediator has concluded their investigations, a final meeting between parent/whānau/caregiver, and the head kaiako will be held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator's advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached.
A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.

Whānau may approach The Ministry of Education at any stage of this complaints Procedure.

Contact Number: local : 03-2118000

Main office :04 463 8000

enquiries.dunedin@education.govt.nz

Records

A record of complaints against the preschool and/or tamariki and/or the adults working in our setting is kept, including the date, the circumstances of the complaint and how the complaint was managed. The outcome of all complaints is recorded in the Complaints Folder.

Making a Complaint - Kaiako/Teachers

The head kaiako will maintain a warm, open and positive dialogue with kaiako at all times. They will build a positive, trusting and supportive relationship with kaiako to ensure that any problems are openly discussed and resolved.
Kaiako are encouraged to give feedback and to discuss any issues as they arise.
The head kaiako will acknowledge and address any complaints immediately and aim to rectify complaints amicably and informally.
As part of the Induction Process, the head kaiako will inform all new kaiako of this policy along with other relevant policies i.e. Confidentiality Policy.

Outcome

We will act on the findings of any complaint, in particular where this involves:

An improvement or change to our policies and procedures
The training and education of staff
Disciplinary action taken against a staff member, noting the obligations we have under relevant employment contracts and employment law.
We will ensure the findings of the complaint investigation feed back into our quality improvement and service review processes.
All documentation relating to the complaint will be retained by us for seven/7 years. Any outcome involving disciplinary action against a staff member will be retained on their personnel file.

Date: November 2025

Review Date: November 2027