Concerns and Complaints Procedure
Sharon Prestidge - September 26, 2024
Concerns and Complaints Policy
Mapua School has a responsibility to provide a safe environment for ākonga, kaimahi, and the kura community under the Education and Training Act 2020 and Health and Safety at Work Act 2015. Concerns or complaintscan be about an employee of the kura, a poumarumaru member, a parent or caregiver, an ākonga, or any other person or matter within the responsibility of the kura. Concerns or complaints can be raised by kaimahi, parents, caregivers, ākonga, the wider kura community, and members of the public. See our procedures:
Raising Concerns and Complaints (Raising Concerns and Complaints, Raising Concerns and Complaints)
We meet our legal and ethical obligations when responding to concerns and complaints, including meeting the principles of natural justice and protecting the safety and wellbeing of all involved. We:
promote a kura culture where it is safe to raise concerns
treat people fairly and seek to protect their mana and dignity
ensure that those involved have the opportunity to be heard
ensure that decision-makers are unbiased and outcomes are not predetermined
include cultural considerations as part of our decision-making
maintain privacy and confidentiality
take steps to resolve the matter
implement measures to prevent further concerns or complaints of the same nature
keep good documentation.
Privacy and communication
At Mapua School, we expect all parties involved to respect privacy and confidentiality. This includes not publicly sharing information about the matter (e.g. on social media). See Privacy.
We follow our privacy policies at all times when responding to concerns and complaints. This includes:
limiting access to information about concerns and complaints to those who need to know
maintaining confidentiality to help prevent victimisation
informing all participants in advance if a kura hui or phone call is to be recorded, and telling everyone how the recording will be used.
Subject to privacy, confidentiality, and any other ethical and legal requirements, we keep people involved informed about our concerns and complaints procedures, including expected timeframes and confirmation of when the matter is closed. We inform the person who raised the matter of any actions we take, as appropriate, while protecting the privacy of all involved. It is likely that we will inform any person complained about at an early stage to ensure fairness and meet the requirements of natural justice. It may not be possible or appropriate for the kura to advise the person who raised a concern or complaint of a final outcome.
We expect everyone involved to allow the kura to follow our procedure and not communicate with each other until next steps are agreed and/or notified. This applies at all times, both in and out of kura. If the matter is serious or sensitive, it may also be appropriate for the kura to limit communication about the matter.
Unreasonable concerns and complaints
Mapua School considers all reasonable and legitimate concerns and complaints in good faith. However, we may determine that a concern or complaint is unreasonable and it is not appropriate for the kura to take action. If required, the kura may take legal advice or involve an external agency or mediator to help resolve the matter.
Record-keeping
Mapua School keeps a register of concerns and complaints. This includes recording employment-related matters. Generally, only concerns and complaints that come to the attention of the tumuaki or poumarumaru are recorded in the register. The poumarumaru regularly reviews the register to analyse any patterns or identify measures that could be taken to ensure the kura is a safe environment.
We ensure details about concerns and complaints recorded in the register (including any investigation, resolutions, and resulting actions) are stored securely and confidentially. We acknowledge that individuals involved may wish to access this information. See Personal Information.
Information is held securely for the appropriate length of time in accordance with our records retention policies. See Kura Records Retention and Disposal.
