Complaints Procedures

"Kia urupū tātou; kaua e taukumekume"

Let us be united, not pulling against one another.

Te Manawa ō Pāpāmoa School is passionate about working alongside our learning partners, community and iwi to ensure the best outcomes for our kaimanawa and āko hapori. We have an open door policy and firmly believe no question or concern is too little to bring up, at any time. You are always welcome to pop in for for a cuppa, and make yourself at home in our staffroom or community hub.

Raising Concerns

Where appropriate, we try to deal with concerns and complaints informally in the first instance. If you would like to raise a concern with us, please follow the steps below. 

1. Raise the concern with the right person

In all instances, you may have a support person to help you raise a concern or make a complaint.

If you approach a board member with your concerns, you will be asked to follow the actions below and the board member will inform the tumuaki and board chair.

If several people share a concern, the process is the same. You could nominate a group representative to approach the school, and it may be appropriate for the group and the school to use a mediator.

2. Work towards a resolution

In most cases, concerns can be resolved informally with constructive discussions.

If you are unhappy with the outcome of your initial meeting, contact the tumuaki, a member of the leadership team, or the board chair to discuss further resolution.

If this process does not resolve your concern, you can make a formal complaint.

3. Follow-up and feedback

Resolution of the concern or complaint may include checking that the solutions have been implemented and are working. The effectiveness of the solutions may be fed back to the person who raised the issue where appropriate. This follow-up may be recorded in the concerns and complaints register.

In some circumstances it will not be possible or appropriate for the school to advise you of a final outcome.

For an overview of the process, see our Concerns and Complaints Process flowchart below.

Te Manawa ō Pāpāmoa Concerns and Complaints Process Flow Chart