Complaints Policy & Procedure

1. Introduction

Te Ataarangi ki Te Tauihu o te Waka-a-Māui is committed to providing high-quality adult community education and a supportive learning environment for all students. We uphold the principles of natural justice and tikanga Māori in responding to complaints. All complaints will be received with and handled fairly, promptly, and with respect for the dignity of all parties involved.

2. Scope of the Policy

This policy applies to:

Students
Staff
Volunteers
Any other individuals or groups interacting with Te Ataarangi ki Te Tauihu o te Waka-a-Māui in the context of adult community education with te reo Māori me ōna tikanga

It covers all forms of complaints, including but not limited to:

Quality of education and training
Behaviour of staff, students, or volunteers
Facilities and resources
Administrative or procedural issues
Discrimination, harassment, or unfair treatment

3. Principles

Fairness: All complaints will be handled impartially and without bias.
Confidentiality: Personal information shared during the complaint process will be kept confidential to the extent possible, unless required by law or organisational policy.

Timeliness: Complaints will be acknowledged within five (5) working days and resolved as quickly as possible, keeping the complainant informed throughout the process.
Respect: All parties involved in a complaint will be treated with respect and dignity.

4. Procedure for Making a Complaint

Informal Resolution
- We encourage individuals to resolve complaints informally by speaking directly to the person involved. This could include a conversation with the staff member, volunteer, or fellow student concerned.
- If the issue is resolved informally, no formal complaint will be necessary.
Formal Complaint Process
If the issue is not resolved informally or is of a more serious nature, the following steps should be followed:

a. Submit a Written Complaint
- Complaints must be submitted in writing to the Pouwhakahaere Matua using the complaints form. See Schedule 1
- The complaint should include the following information:
  - A description of the complaint
  - Date(s) of the incident(s)
  - Names of individuals involved
  - Any steps already taken to resolve the issue
  - Desired outcome or resolution

b. Acknowledgment of Complaint
- The complaint will be acknowledged within five (5) working days.
- The complainant will be informed of the next steps in the process.
c. Investigation
- The complaint will be investigated by a designated person or team.
- The investigation will involve gathering relevant information, interviewing parties involved, and reviewing documentation or evidence where necessary.
- The complainant and any other parties involved will be kept informed of the investigation’s progress.
d. Resolution
- After the investigation, the complainant will receive a written response outlining the findings and any actions that will be taken.
- If the complaint is upheld, appropriate steps will be taken to address the issue and prevent future occurrences.
- If the complaint is not upheld, the reasons will be clearly explained to the complainant.
e. Appeals Process
- If the complainant is dissatisfied with the outcome of the investigation, they can appeal the decision.
- Appeals must be submitted in writing to the Operations Manager within seven (7) working days of receiving the resolution.
- An independent review of the complaint will be conducted to ensure fairness in the process.
- The outcome of the appeal will be final.

5. Roles and Responsibilities

Complainant: The individual making the complaint is responsible for providing all relevant details and cooperating with the investigation.
Operations Manager.: The designated person responsible for investigating and resolving complaints in a fair and timely manner.
Staff and Volunteers: All staff and volunteers are expected to cooperate with the complaints process and act in accordance with the organisation’s policies.

6. Record Keeping

All complaints, investigations, and outcomes will be documented and kept securely in accordance with our data protection policies.
The information will be used for reporting and continuous improvement purposes only.

7. Confidentiality

Complaints will be handled with confidentiality, and sensitive information will be shared only with those involved in resolving the complaint.
In some cases, information may need to be disclosed to external authorities or legal bodies if required by law.

8. Monitoring and Review

This Complaints Policy and Procedure will be regularly reviewed to ensure its effectiveness.
Feedback from users of the process will be sought to help improve the policy.

9. Contact Information

For further information or to submit a complaint, please contact:

Operations Manager: Hine McLetchie
Phone: 027 837 3663
Email: manager@tereomaori.org
Complaints Form: Schedule 1

Schedule 1:- Complaints Form

We want to hear from you! If you’ve got a concern or issue, please fill out this form so we can sort it out for you.

Confidentiality: We’ll keep your details private and handle your complaint according to our Complaints Policy.

1. Your Details

(We need to know who you are so we can get back to you.)

Full Name: ……………………………………………………
Email Address: ……………………………………………………
Phone Number: ……………………………………………………
Address: ……………………………………………………

……………………………………………………

2. Who’s the Complaint About?

(Let us know who was involved in the issue, if you know.)

Who are you complaining about? (e.g., staff, student, volunteer)

………………………………………………………………………………………………………

What’s their role or position? (If you know it)

………………………………………………………………………………………………………

3. When Did This Happen?

(Please tell us when the issue occurred so we can look into it.)

Date(s): ………………………………………………….
Time(s): ………………………………………………….

4. What Happened?

(Give us the details of what went wrong. The more info, the better!)

Describe the issue:
(You can use more space on the back if needed)

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

5. What Have You Done So Far to Sort It Out?

(If you’ve already tried to solve this directly with the person involved, let us know what happened.)

What steps have you taken so far?

6. What Would You Like to Happen Next?

(Tell us what you’d like to see happen or what you think would make things right.)

How would you like this sorted?

7. Do You Have Any Evidence or Documents?

(If you have emails, screenshots, or other info that supports your complaint, please attach them.)

Do you have any evidence to attach?
[ ] Yes, I’ve attached documents
[ ] No, I don’t have anything to attach

8. Confirmation

(Please check the box below to confirm that your complaint is accurate and you’re happy with how we handle it.)

I confirm that the information I’ve shared is true, and I understand that this complaint will be dealt with according to the organisation’s Complaints Policy. My personal details will be kept private.

Signature: ……………………………………………………………….
Date: ……………………………………………………………….

9. How to Submit Your Form

(Here’s how you can send your completed form to us.)

Email: manager@tereomaori.org

If you need any help filling out the form or have questions, don’t hesitate to reach out to us at 027 836 3663 or manager@tereomaori.org

For Office Use Only:

Date Form Received: _________________________________
Received By: _________________________________
Complaint Reference Number: _________________________________
Action Taken: