HOW TO DEAL WITH A COMPLAINT 
This process applies to all of our employees and contractors. It provides guidance on 
how to deal with complaint about our service and our people. 
1 
Complaints process 
The complaints policy requires that people use the following procedure: 
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1.  When someone receives an expression of dissatisfaction, or a 
complaint from a member of the public, they must record the 
details and advise their manager. 
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2.  A copy of complaint notes must be sent to the appropriate business 
unit to deal with. If the complaint is about an employee, it should 
be sent to He Pūmanawa Tangata | People Capability. 
3.  If the complaint is about a school or related agency that has not 
been satisfactorily actioned in the first instance, the person should, 
with the assistance of their manager, monitor the progress of the 
complaint with the complainant, and the agency. 
2 
Information 
Manager to action relating to the complaint 
1.  If a manager receives a record of ‘expression of dissatisfaction’, it 
should be followed up and then stored for future reference as 
feedback. 
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2.  When a manager receives a complaint, they must ensure their one-
up manager is aware of the complaint. 
3.  The manager decides who is best placed to action a remedy for the 
the 
complaint. 
•   
o  If the complaint is about serious wrongdoing and is 
under 
covered by the Protected Disclosures (Protection 
of Whistleblowers) Act 2022, it must be forwarded to 
the Chief Internal Auditor, Chief Financial Officer or Pou 
Kaitiaki Tāngata | Chief People Officer immediately. The 
Protected Disclosures Policy and Guidelines set out the 
process that will then be followed for that complaint.  
Released  o  If the complainant is requesting information about 
themselves, the Privacy Officer must be advised 
immediately.  

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o  If the complaint is serious, the appropriate Deputy 
Secretary and/or Secretary for Education must be 
immediately notified (unless it is a protected disclosure, 
in which case the Chief Internal Auditor, Chief Financial 
Officer or Pou Kaitiaki Tāngata | Chief People Officer are 
responsible for notifying senior management as 
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required).  
The manager assigned to action and investigate must acknowledge receipt of 
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the complaint to the complainant within five working days of the complaint 
being received. The manager completes the investigation with the 
appropriate advice and responds to the complainant within 15 working 
days.  If more time is required, this must be communicated to the one-up 
manager and complainant.      
•  If the complaint involves a staff member, the He Pūmanawa 
Tangata | People Capability team need to be involved for advice 
Information 
and support. 
•  If the complaint is about a service, practice or policy, the 
appropriate team should provide information and advice. 
When the complaint is resolved to the best satisfaction of all parties, the 
manager records the details of the complaint and files the documents. A copy 
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of the agreed resolution is sent to the complainant. If the complaint is 
unresolved, the one up manager and/or Deputy Secretary decides the next 
the 
course of action on a case by case basis. The manager must monitor the 
progress of complaints for the education sector that the complainant regards 
as not having been satisfactorily actioned. 
under 
 
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