Feedback and Complaints

Feedback and Complaints

We are always striving to improve the educational experience for our students and whaanau/families and we value your feedback. We also value our position in our community and expect our students and staff to uphold our Kairangi values of family, respect, responsibility and excellence when they are out and about.

Feedback, including complaints, is an important part of our reflection and improvement process as we seek to give our students the best educational experience possible. If you are unhappy about anything or have any feedback that you think could be helpful for the College, we would welcome hearing from you. The easiest way is to complete our online Complaint Form below. However, you could also call us on 09 2370224, email us at [email protected] or pop in to reception to see us during school hours. Our Complaints Officer is Mrs Charlotte Saunders.

Feedback and Complaint Form
Completing our Feedback and Complaint Form is a helpful way of letting us know how the College has been experienced and how we can look to maintain good practices and improve anything not meeting our expected standards. Feedback, including complaints, is an important part of our reflection and improvement process as we seek to give our students the best educational experience possible.

If you need assistance completing the form, you can ask a member of your whaanau/family or a staff member to help you.

Our process
Once we have received your complaint we will:

• Should the complaint highlight any risk of harm to a child or young person, we will take immediate action, including referring the matter to our Safeguarding Officer for ongoing management. 
• Acknowledge all complaints within 7 days of receipt.
• Identify an appropriate person to oversee and manage responding to your complaint. This person will be identified as your Designated Contact Person. You can request a different contact person if preferred.
• We may ask you to provide additional information to help us better understand the complaint or gain necessary clarity.
• If your complaint involves a member of staff, we will contact them and ask them to comment and provide any relevant information. We will keep your name and contact details confidential during this process.
• Your Designated Contact Person will keep you informed of how your complaint is progressing throughout the complaint handling stages.
• Once the complaint has been fully investigated, your Designated Contact Person will be able to confirm the complaint outcome.
• Should, for any reason, you be dissatisfied with the outcome, you can discuss these concerns with your Designated Contact Person, and they will be able to advise you of the review or escalation options available.

Contact our Complaints Officer Mrs Charlotte Saunders
Phone:  09 2370224
Email:   [email protected]
Post:     Complaints, PO Box 58, Pukekohe, Auckland, New Zealand 2340.