CONCERNS AND COMPLAINTS POLICY

Kaupapa: Stratford Community Childcare Centre recognises the importance for all stakeholders to forward any concerns/issues. All stakeholders have the right to raise issues or concerns and that these are acknowledged and dealt with promptly, consistently and with fairness.

Tikanga: SCCC will have procedures in place to ensure that complaints or concerns are dealt with in a timely manner and relationships are maintained in a professional manner throughout the process.

The regulations that guide this policy is REG. 47, ECE 2008, the licensing criteria that guide this policy is GMA 1 - 2 and this policy links the NELP priorities - Objective1, Priority 1, Objective 2, Priority 3 and Objective 3, Priority 6.

Complaints and concerns are to be:

· Overseen by the manager or a delegated experienced kaiako.

· All conversations must be conducted in a professional manner and away from children.

· Confidentiality and protection of the persons filing the complaint/concern shall be upheld by all those who are privy to the information.

· A complaints and concerns flow chart will be used to support those who have a complaint or concern to understand the steps that are in place for SCCC. (Flow chart attached below in this document)

· If applicable the person(s) will be encouraged to put the complaint in writing or notes will be taken from the discussion with the person(s)

· If needed, advice will be sought from chair or delegated member of committee before responding to the complaint.

· The whole team will be made aware of the complaint/concern if it requires the whole team to solve concern/ complaint.

· If a parent approaches a teacher with a concern/complaint regarding another teacher, that teacher will ask them to follow the complaints chart. If the parent continues to voice their complaint, the teacher is to inform the parent that this information will be passed on to the Manager.

· If a staff member has a complaint, they will refer to the Team Communication Strategy and if necessary, follow the “complaints flow chart for staff”.

· Documentation relevant to the issue at hand will be gathered and accurately recorded by the manager or delegated experienced kaiako.

· Where applicable complaints or concerns should be reported to the governing committee. This will be added into the management report.

GOVERNING COMMITTEE:

· The governing committee are responsible to ensure that concerns and complaints are handled in a timely and professional manner and that parties are satisfied with the outcomes that have been achieved from the process.

If complaints or concerns involve the manger the governing committee are responsible for ensuring correct processes are undertaken to mediate the concerns or complaints.