GMA102 Complaints Procedure

Ensure your service has a clear, fair and up-to-date process for responding to concerns and complaints.

This practical Complaints Policy has been updated to reflect current requirements and guidance, including the September 2026 changes to ECE regulation and the Education Review Office (ERO) complaints pathway.

The policy provides a clear process for managing concerns and complaints, from early informal resolution through to investigation, serious complaints and referral to ERO where appropriate.

The policy includes:

• Relevant legislation and GMA101 and GMA102 licensing criteria
• Clear definitions of concerns and complaints
• A process for raising and resolving concerns
• A step-by-step complaints procedure
• Guidance for receiving verbal and written complaints
• Assessing immediate risks to children and others
• Investigating and responding to complaints
• Complaints involving the Centre Manager
• Managing serious complaints
• Current ERO complaints and enforcement contact information
• Confidentiality and record-keeping requirements
• Customisable fields for your service’s complaints contacts

Provided as an editable Word document, so you can add your service details and adapt the policy to suit your setting.

Suitable for centre-based early childhood education services in New Zealand.