The Management and Staff of Riverton Childcare will ensure that everyone who has a complaint or grievance knows the correct procedure and uses the following guidelines to achieve satisfaction.

Guidelines

In the event that it is felt necessary for a parent, caregiver, whänau, staff member or member of the community to make a complaint in regard to a person or some aspect of the service at Riverton Childcare, the following steps should be followed:

1. In the first instance speak with the person with whom you have the problem.
2. If no satisfaction is gained, see the Supervisor.
3. If no progress speak to the Manager
4. If the problem is with the Supervisor, speak directly to the Manager.

1. If the problem is with the Manager, speak to the parent mediator (name can be found by asking the Supervisor).

1. If the complaint cannot be dealt with verbally, the complaint should be put in writing and a copy given to people involved.
2. Further discussion should follow, each person involved is entitled to a support person of their choice.
3. If a solution cannot be reached, and one or both parties wish to pursue it, an independent person, recommended by Community House, will be approached to mediate. The recommendations of the mediator will be sought.

If the matter concerns the welfare of a child, the Supervisor will inform all Educators immediately or through the message book or at a staff meeting.

If there is a concern about non-compliance of licence details, parents can either speak to the Manager or contact the Ministry of Education directly.

This policy will be kept in the operations manual and parents will be introduced to it on enrolment.

Policies: Statement regarding the curriculum; Acceptable use of computer/software; Complaints and grievances; consultation; equipment; monitoring sleeping children; nappy changing procedure; open door; pest and vermin; accidents and illnesses; food and drink; health and safety; laundry; prosocial behaviour; preventing child abuse; shady childcare; smokefree.