Complaints procedure

Complaints procedure

  • INTRODUCTION
  1. Rationale

In dealing with complaints In Education Limited trading as Staff My Team will be consistent in terms of fairness and procedures. In Education Limited trading as Staff My Team believes all employees should feel able to forward any concerns, ensuring their issues are acknowledged and dealt with.

What is a complaint?

A complaint is an expression of dissatisfaction, it can be about service, a person, a policy, a procedure or process. 

How to make a complaint?

  • When you make a complaint, please tell us your name, contact details and complaint details. 
  • You can make a complaint via email, phone or our contact page via our website www.staffmyteam.co.nz 

staffmyteaminfo@xtra.co.nz

or 021 1509421  Kylee Tindall or 0211540921 Ross Tindall

How long will it take?

  • We do our best to resolve complaints immediately
  • If your complaint is unique and complex, we will investigate by gathering more information and this may take longer. In these situations, you will be provided with regular updates.

How do we investigate complaints?

  • This flow chart shows you the process we will follow when we receive a complaint.

A Complaint is made

The complaint is viewed and acknowledged by the director

We will resolve the complaint   and/or We will work through to resolve the complaint

immediately 

The person who made the complaint is 

advised of the outcome/resolution

  1. PROCEDURES
  • All complaints follow the “complaints flow chart” above.
  • Documentation relevant to the issue at hand will be gathered and accurately recorded by the manager as appropriate and presented to the Director.
  • Issues raised will be addressed in writing as soon as practically possible (within 3 working days).
  • Total confidentiality will be maintained throughout by management unless there is some reason to believe someone is in danger or something illegal has been committed or the Teachers Council needs to be advised. 
  • Anonymous complaints will not be actioned.
  1. LINKS TO:

Personnel Policy

Individual Employment Agreement
Employee Information Handbook

Date approved: 25 January 2024

Review date: January 2025