Complaints Policy

Parent Information Summary

RASCALS welcomes feedback and concerns. Complaints help us strengthen our programme and ensure tamariki remain safe, supported, and respected.

You can expect:

Your concern will be acknowledged promptly
The matter will be handled respectfully and fairly
Tamariki safety will always be prioritised
Clear timeframes will be provided
You will be informed of the outcome

Concerns can be raised with the RASCALS Supervisor or Programme Director.
Contact details are available in enrolment information and on the RASCALS website.

1. Purpose

This policy outlines the structured process for managing concerns and complaints in a way that:

Protects the safety and well-being of tamariki
Ensures fairness and natural justice
Maintains confidentiality
Resolves concerns within reasonable timeframes
Uses feedback to strengthen service delivery

2. Keeping People Safe During the Complaints Process

RASCALS ensures that:

Tamariki wellbeing overrides reputational concerns
No person raising a complaint will experience retaliation
Staff remain professional and respectful at all times
If a complaint raises child protection concerns, the Child Protection Policy is immediately activated
Immediate safety steps are taken if required

Where a complaint involves a staff member, interim supervision or temporary adjustments may be implemented to ensure safety during investigation.

Complainants will not be disadvantaged or treated unfavourably for raising a concern in good faith.

3. Scope

This policy applies to:

Parents and caregivers
Tamariki
Staff
Volunteers
Contractors
Visitors

Complaints may relate to supervision, safety, behaviour guidance, communication, policies, service quality, administration, or conduct.

4. Making a Complaint

Complaints may be made:

In person
By phone
By email
In writing

Complaints may be informal or formal. Anonymous complaints are accepted but may limit investigation options.

Information about the complaints process is provided:

Within enrolment documentation
In the Parent Information Summary
On the RASCALS website
During staff induction

5. Complaints Resolution Process

Step 1 – Early Resolution

Where appropriate, concerns are first discussed with the RASCALS Supervisor. Many issues are resolved quickly through clarification or agreed action.

Step 2 – Formal Complaint

If unresolved or serious, concerns are directed to:

Kieran Hallgate
Programme Director – RASCALS
📧 kieran@rascals.co.nz
📞 07 949 6824

The Programme Director will:

Acknowledge the complaint within 2 working days
Clarify the nature of the concern
Review documentation and speak with relevant parties
Outline a resolution plan
Provide timeframes

Step 3 – Investigation

If required, a structured investigation will occur, including:

Review of records
Interviews with relevant parties
Consideration of child voice (where appropriate)
Assessment against policy and legislative requirements

Outcome findings will be communicated in writing.

Step 4 – Escalation

Where matters involve school property, cross-school issues, or broader safety concerns, Raglan Area School leadership may be involved.

If required, matters may be escalated externally to:

Ministry of Social Development
Oranga Tamariki
New Zealand Police

6. Resolution Timeframes

RASCALS aims to resolve complaints within the following timeframes:

Acknowledgement: within 2 working days
Initial response or plan: within 5 working days
Investigation (if required): within 10–15 working days

If a matter is complex, families will be kept informed of progress.

7. Fair and Transparent Process

RASCALS ensures:

All parties are heard
Decisions are evidence-based
Cultural perspectives are respected
Support people may attend meetings
Communication remains professional

8. Confidentiality and Record Keeping

All complaints are:

Recorded in a Complaints Register
Stored securely
Accessed only by authorised personnel
Retained for a minimum of 7 years

Information is shared only when necessary for safety or compliance.

9. Using Complaints to Improve Service Delivery

RASCALS treats complaints and feedback as opportunities for improvement.