Official Complaints Process
Students are invited to process an official complaint in one of the following two ways. For a full explanation of Evakona’s complaints & critical incidents practices, please read further below.
1) Directly to NZQA or the Ministry of Education in New Zeland:
Contact Online:
NZQA: https://www2.nzqa.govt.nz/about-us/contact-us/complaint/
By Post:
International Education Authority, c/o Ministry of Education
PO Box 1666, Wellington
Or:
NZQA
PO Box 160, Wellington
NZQA: 0800 724 537 or 04 802 3000
2) Submitting the Evakona Feedback Form:
Complaints and Critical Incidents
WELL-BEING AND SAFETY PRACTICES
Complaints are defined as spoken or written expressions of serious dissatisfaction. They differ from feedback and minor complaints (for example, requests to change class or homestay), which are dealt with as soon as possible by the appropriate staff member.
Critical incidents are defined as events outside the normal experience that have significant impact on learning and/or teaching: death of a member of school community (stakeholders); accident involving pupils or staff on or off school property; accident/tragedy in the wider community; tsunami; other natural disaster (including road closures that impact staff/student attendance); improper behaviour of staff or students; bullying/harassment; threats & violence; thefts; vandalism; drugs observation; suspected or observed self-harm; near misses.
POLICY:
Any critical incident affecting Evakona Education students, staff, or other stakeholders, is attended to immediately and recorded as soon as possible. Any spoken or written formal complaint concerning any aspect of Evakona Education is recorded and attended to as soon as possible. Complaints are handled according to the level of complexity or sensitivity and observe the principles of natural justice. Culturally responsive approaches are used to handle all complaints and critical incidents.
PROCEDURE: COMPLAINTS
All complaints and incidents are logged in the complaints and incidents log, including type of incident, time and timeframe, significant external factors.
- The complaint and incidents log is regularly reviewed, and data (e.g. number of complaints/incidents; systemic or thematic findings) is used to inform improvements.
- If a student has a formal complaint, they may initially approach any member of staff.
- The staff member may deal with a minor complaint themselves or take it to the Support staff.
- If the complaint is about the academic programme the student can approach the Director of Studies, and this may also be taken teacher’s meeting.
- A formal written complaint is received by the Management Committee (Principal, Deputy Principal, Director of Studies and Manager) or a sub-committee of the Management Committee. This Committee will meet within five working days to investigate the complaint.
- Parents and agents of under 18 students are advised when a formal complaint has been made, or a critical incident has occurred.
- The Committee will interview the student, and parents/agents may also be involved in the investigation.
- The Committee will decide whether any other stakeholder, e.g. Student Support, Homestay Coordinator, homestay family etc. will be included, depending on the nature of the complaint.
- The committee discusses options for resolving the compliant, including all stakeholders in the discussion where appropriate. Stakeholders are kept informed of how the committee is handling their complaint and how it is being progressed. The committee makes the decision.
- The student, and all other stakeholders are informed of the outcome.
- The student is invited to rate the complaints process via a feedback form, which includes space for the student to suggest improvements Complaints & Critical Incidents Feedback Form. Evakona uses all feedback to improve practice.
- The student is made aware of the Grievance Procedure, as stated in the Student Handbook:- If the student is not satisfied with the outcome of their complaint they may contact either:
Contact Online:
NZQA: https://www2.nzqa.govt.nz/about-us/contact-us/complaint/
By Post:
International Education Authority, c/o Ministry of Education
PO Box 1666, Wellington
Or:
NZQA
PO Box 160, Wellington
By Phone:
NZQA: 0800 724 537 or 04 802 3000
- The complaint and the outcome will be governed by the Privacy Act.
PROCEDURE: CRITICAL INCIDENTS
- Critical incidents are handled according to scope and severity. the appropriate policies are followed, the appropriate people are informed.
- In cases of tragedy, counselling support is offered; affected staff and students are informed as soon as practicable and are kept informed
as much as possible how the incident is being handled.
- In cases of natural disaster or lockdown threat, evacuation/lockdown procedures are followed; affected stakeholders are kept informed as
much as practicable how the incident is being handled.
- In cases of self-harm, support staff are involved immediately; privacy policy is observed.
- In cases of bullying/harassment, allegations are investigated thoroughly and steps are taken to remove the person from the situation; privacy policy is observed.
- In cases of threats, violence, theft, vandalism, drugs the incident will be referred to the police.
- In cases of learning being affected by mass teacher absence (eg due to road closures), classes are combined and any available teacher runs interactive big-group games/ conversation/movie classes.
- All complaints and incidents are logged in the complaints and incidents log, including type of incident, time and timeframe, significant external factors. If severe and wide-ranging, the recording will take place after the incident has been resolved.
- The complaint and incidents log is regularly reviewed, and data (eg number of complaints/incidents; systemic or thematic findings) is used to inform improvements.
- The student or agent/parent/homestay is invited to rate the complaints process via a feedback form which includes space for the student to suggest improvements:
- Evakona uses all feedback to improve practice.
Complaints are defined as spoken or written expressions of serious dissatisfaction. They differ from feedback and minor complaints (for example, requests to change class or homestay), which are dealt with as soon as possible by the appropriate staff member.
Critical incidents are defined as events outside the normal experience that have significant impact on learning and/or teaching: death of a member of school community (stakeholders); accident involving pupils or staff on or off school property; accident/tragedy in the wider community; tsunami; other natural disaster (including road closures that impact staff/student attendance); improper behaviour of staff or students; bullying/harassment; threats & violence; thefts; vandalism; drugs observation; suspected or observed self-harm; near misses.
POLICY:
Any critical incident affecting Evakona Education students, staff, or other stakeholders, is attended to immediately and recorded as soon as possible. Any spoken or written formal complaint concerning any aspect of Evakona Education is recorded and attended to as soon as possible. Complaints are handled according to the level of complexity or sensitivity and observe the principles of natural justice. Culturally responsive approaches are used to handle all complaints and critical incidents.
PROCEDURE: COMPLAINTS
All complaints and incidents are logged in the complaints and incidents log, including type of incident, time and timeframe, significant external factors.
NZQA: 0800 724 537 or 04 802 3000
- The complaint and incidents log is regularly reviewed, and data (e.g. number of complaints/incidents; systemic or thematic findings) is used to inform improvements.
- If a student has a formal complaint, they may initially approach any member of staff.
- The staff member may deal with a minor complaint themselves or take it to the Support staff.
- If the complaint is about the academic programme the student can approach the Director of Studies, and this may also be taken teacher’s meeting.
- A formal written complaint is received by the Management Committee (Principal, Deputy Principal, Director of Studies and Manager) or a sub-committee of the Management Committee. This Committee will meet within five working days to investigate the complaint.
- Parents and agents of under 18 students are advised when a formal complaint has been made, or a critical incident has occurred.
- The Committee will interview the student, and parents/agents may also be involved in the investigation.
- The Committee will decide whether any other stakeholder, e.g. Student Support, Homestay Coordinator, homestay family etc. will be included, depending on the nature of the complaint.
- The committee discusses options for resolving the compliant, including all stakeholders in the discussion where appropriate. Stakeholders are kept informed of how the committee is handling their complaint and how it is being progressed. The committee makes the decision.
- The student, and all other stakeholders are informed of the outcome.
- The student is invited to rate the complaints process via a feedback form, which includes space for the student to suggest improvements Complaints & Critical Incidents Feedback Form. Evakona uses all feedback to improve practice.
- The student is made aware of the Grievance Procedure, as stated in the Student Handbook:- If the student is not satisfied with the outcome of their complaint they may contact either:
Contact Online:
NZQA: https://www2.nzqa.govt.nz/about-us/contact-us/complaint/
By Post:
International Education Authority, c/o Ministry of Education
PO Box 1666, Wellington
Or:
NZQA
PO Box 160, Wellington
NZQA: 0800 724 537 or 04 802 3000
- The complaint and the outcome will be governed by the Privacy Act.
PROCEDURE: CRITICAL INCIDENTS
- Critical incidents are handled according to scope and severity. the appropriate policies are followed, the appropriate people are informed.
- In cases of tragedy, counselling support is offered; affected staff and students are informed as soon as practicable and are kept informed as much as possible how the incident is being handled.
- In cases of natural disaster or lockdown threat, evacuation/lockdown procedures are followed; affected stakeholders are kept informed as much as practicable how the incident is being handled.
- In cases of self-harm, support staff are involved immediately; privacy policy is observed.
- In cases of bullying/harassment, allegations are investigated thoroughly and steps are taken to remove the person from the situation; privacy policy is observed.
- In cases of threats, violence, theft, vandalism, drugs the incident will be referred to the police.
- In cases of learning being affected by mass teacher absence (eg due to road closures), classes are combined and any available teacher runs interactive big-group games/ conversation/movie classes.
- All complaints and incidents are logged in the complaints and incidents log, including type of incident, time and timeframe, significant external factors. If severe and wide-ranging, the recording will take place after the incident has been resolved.
- The complaint and incidents log is regularly reviewed, and data (eg number of complaints/incidents; systemic or thematic findings) is used to inform improvements.
- The student or agent/parent/homestay is invited to rate the complaints process via a feedback form which includes space for the student to suggest improvements:
- Evakona uses all feedback to improve practice.
