Creative Kids Complaints Policy:
Purpose
To maintain open communication and positive relationships between Creative Kids staff, educators, and parents/Whaanau.
To guide adults on the procedure to follow to raise concerns, including any non‐compliance with the home based licence conditions.
Rationale
The provision of avenues for parents and whanaau to discuss concerns, and make complaints at times, fits with Creative Kids staff and management’s commitment to ongoing improvement.
To maintain open communication and positive relationships between Creative Kids staff, educators and parents/Whaanau. To guide adults on the procedure to follow to raise concerns, including any non‐compliance with the home based licence conditions.
Procedures
Creative Kids complaints policy is designed to guide educators, visiting teachers and management in resolving complaints in a timely fashion and through constructive dialogue. Wherever possible, complaints will be resolved informally through discussion between the relevant parties. If informal discussion processes prove to be unsuccessful, more formal communication lines and processes are open to parents and to staff.
-Parents are advised that if they have a complaint regarding any aspect of their child’s education and care while at a Creative Kids Educators home, to take it up in the first instance with the educator concerned.
-If the outcome of this discussion is unsatisfactory, please contact the Manager on 0212992998 or via email to discuss the issue and/or make any complaint. A complaint made verbally should be confirmed in writing within two working days if the parent/ whaanau wants the matter to be investigated.
-If any adult is concerned that Creative Kids is not complying with licence conditions, the issue should first be raised with the Management.
-If the concerned adult is not satisfied with the outcome of these discussions, the Ministry of Education is the next avenue for resolution.
-All meetings about formal complaints will be recorded in writing and copies of the minutes will be made available to all parties. The records will be kept in a confidential secure file.
-All parties will have access to support if they seek it, including bringing a support person to meetings about formal complaints.
Incidences of complaints about willful neglect, physical or sexual abuse. Serious complaints must be lodged formally in writing to the manager of Creative Kids. In the event of alleged criminal acts, the appropriate authority/ies will be informed.
Definitions
A concern
A concern is any low-level query or statement by a parent/caregiver, employee, contractor or other individual which relates to an employee, contractor, a teaching or management practice or decision, or other aspect of the service’s policies or operations. This is most likely to be resolved by discussion, clarification, information or very low-level corrective measures only – not disciplinary action.
A complaint
This is a more serious statement made by a parent/caregiver, employee, contractor or other individual which relates to an employee, contractor, a professional or management practice or decision, or other aspect of the service’s policies or operations that has not met that person’s expectations for some reason. A complaint is more likely to require corrective measures or disciplinary action.
Do you have a concern? Or a complaint? Contact the Manager on 0212992998
Speak to the person involved directly Or email
Put your complaint in writing to the manager. Your letter should clearly state your compliant and a solution that you feel is reasonable. You will receive a letter addressing the complaint within 2 working days. Letter will include one or all of the following:
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An immediate solution
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An action plan for resolution
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A meeting time to discuss
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Did this resolve the compliant?
No? then you need to Contact the Ministry of Education, 19 Home Straight, Te Rapa. Phone: 07-850 8880