GMA201 Complaints Policy

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

This practical Home-Based Complaints Policy has been developed specifically for New Zealand home-based education and care services and supports the requirements of Licensing Criterion GMA201.

The policy provides a clear process for managing concerns and complaints involving educators, visiting teachers/coordinators, service management and the education and care provided within an educator’s home.

The policy includes:

• Relevant legislation and GMA201 licensing requirements
• 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
• Investigating and responding to complaints
• Complaints involving educators
• Complaints involving visiting teachers/coordinators or service management
• Managing serious complaints
• Current Education Review Office (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, making it easy to add your service details and adapt the policy to your organisation.

Suitable for licensed home-based education and care services throughout New Zealand.