ZEDUCATION

Complaints Resolution Policy
 
1. Introduction 

Zeducation is committed to providing high-quality services and ensuring the safety and satisfaction of its 
clients and staff. This Complaints Resolution Policy and Procedure outlines the process for resolving 
complaints about service provision, ensuring that com

2. Purpose

The purpose of this policy is to: 

● Provide a clear and transparent process for handling complaints. 
● Ensure the safety of individuals throughout the complaints process. 
● Resolve complaints within a reasonable timeframe. 
● Inform clients and staff about the complaints process and how to make a formal complaint. 
● Use complaints as a tool for continuous service improvement. 

3. Scope 
This policy applies to all employees, contractors, volunteers, governance members, clients, and 
stakeholders engaged with Zeducation.

4. Policy
Zeducation is committed to: 
● Resolving complaints promptly and fairly. 
● Ensuring that individuals are safe throughout the complaints process. 
● Keeping clients and staff informed about the complaints process. 
● Using feedback from complaints to improve services.


5. Procedure 

5.1 Informing Clients and Staff 

● Communication: All clients and staff will be informed about the complaints process during 
orientation and through regular communications. 

● Accessibility: The complaints procedure will be accessible on the Zeducation website, in the 
client handbook, and posted in visible areas within Zeducation facilities. 

● Training: Staff will receive regular training on how to handle complaints and support clients in the 
complaints process.

 

5.2 Making a Complaint

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● Informal Complaints: Clients and staff are encouraged to resolve issues informally by discussing 
their concerns directly with the relevant staff member or supervisor. 

● Formal Complaints: If the issue cannot be resolved informally, a formal complaint can be 
submitted in writing, by email, or through an online form available on the Zeducation website. 
Assistance will be provided to those who need help in making a formal complaint. 

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5.3 Handling Complaints 

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● Acknowledgment: All formal complaints will be acknowledged in writing within five (5) business 
days of receipt.

● Investigation: An impartial investigation will be conducted by a designated complaints officer. 
This may involve interviewing the complainant, staff members, and any witnesses, as well as 
reviewing relevant documents. 

● Resolution: A resolution will be proposed within twenty (20) business days of the complaint 
being received, where reasonably practicable. If additional time is required, the complainant will 
be informed and provided with an updated timeframe. The complainant will be informed of the 
outcome in writing, including any actions taken to address the issue.

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5.4 External Review

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If a complainant is not satisfied with the outcome, they may seek external review or advice. This may 
include contacting the Ministry of Social Development (for MSD-funded services), the Office of the 
Privacy Commissioner (for privacy matters), Te Kāhui Kahu, or other relevant authorities as appropriate. 

 

5.5 Ensuring Safety 

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● Protection from Retaliation: Complainants and individuals involved in the complaints process will 
be protected from retaliation.

● Confidentiality: Complaints will be handled confidentially in accordance with the Privacy Act 
2020 and Zeducation's Collection, Use, and Retention of Personal Information Policy, to protect 
the privacy of all parties involved.

● Support: Where appropriate, reasonable support will be offered to individuals involved in the 
complaints process to ensure their wellbeing.

 

5.6 Monitoring and Review

 

● Follow-Up: The effectiveness of the resolution will be monitored, and follow-up actions will be 
taken if necessary. 

● Feedback: Complainants will be given the opportunity to provide feedback on the complaints 
process. 

● Reporting: A summary of complaints and outcomes will be reported to senior management 
regularly to identify trends and areas for improvement. 
 

5.7 Service Improvement 

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● Analysis: Complaints will be analysed to identify patterns and areas for service improvement.

● Action Plans: Action plans will be developed and implemented to address any identified issues. 
 

● Review: Policies and procedures will be reviewed and updated based on feedback and the 
outcomes of complaints to ensure continuous improvement. 

6. Contact Information

For any questions or to submit a formal complaint, please contact: 
Zeducation Limited 
Sandra Haufano 
2E Glasgow Road, Pukekohe 2120 
Phone: 027 303 3910 
Email: sandra@zeducation.co.nz 
Website: www.zeducation.co.nz

7. Policy Approval  

This policy is approved by the Operations Manager and will be reviewed annually or earlier if required. Position: Operations Manager Name: Sandra Haufano Date: 04 May 2026 
 

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