Dealing with complaints effectively
Ko te aro tika ki ngā amuamu
Complaints are part of life at school and need to be dealt with effectively. A minor concern may be resolved easily and informally. A serious complaint may require legal advice or referral to a government agency like the New Zealand Police.
What you need to know about complaints
All members of the school community should be aware that the board has a complaints policy underpinned by procedures, and a copy of the complaints process may be included with enrolment information and attached, as a reminder, to a school newsletter early each year.
When dealing with complaints, both management and board should act in accordance with policy and procedures, dealing with each case fairly and on its merits.
How to effectively deal with complaints
Effectively dealing with a complaint starts with making sure your school has a clear complaints process. You'll also need a policy and set of procedures for dealing with complaints about everyone from the principal and board members to teachers, students and other members of your school community. Not sure where to start? Feel free to contact NZSTA at any time.