Dealing with complaints effectively

Ko te aro tika ki ngā amuamu

Documenting and keeping a record of all complaints received by your school throughout the year will help your board identify any particular areas of concern as well as track any particular areas of improvement. It’s part of good monitoring practice.

Your responsibilities as a board

As a board, you are responsible for effectively managing all complaints received by the board, so make sure you give it enough time and thought and don’t hesitate to contact NZSTA if you need guidance.

What you need to know about monitoring

As a board, you are responsible for ensuring your school is a good place to work and a great place for teaching and learning. Keeping an eye on complaint data will ensure you can spot any trouble areas starting to emerge.


Why should we be looking for patterns

Monitoring trends and patterns in complaints, for example bullying, could assist the board in identifying areas for additional attention and resourcing.


What boards can do to be vigilant

School boards that ask questions and request occasional reports on complaint data will be best placed to identify any issues or trends and put in place strategies to address them. It might sound a bit heavy-handed, but it’s a good proactive approach.


How to keep on top of complaints

Keep an eye on how complaints are tracking at your school. Ask yourself if there are any particular areas of concern. Check your policy and procedures are helping you to address complaints in a timely, fair and transparent manner. 

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