Raising a Concern or Complaint

At Ngongotahā School, we are committed to maintaining a safe, inclusive, and supportive environment for our entire community. We aim to address all concerns and incidents promptly, respectfully, and professionally to reach a positive resolution for everyone involved.

If you have a concern, we generally ask that you follow these steps:

Step 1: Start with the Classroom Teacher

If your concern involves a classroom matter or a specific staff member, your first point of contact should be that person. We recommend writing a brief note or phoning to arrange a suitable time to meet, so the staff member can listen to your point of view and work with you toward a solution.
Step 2: Connect with the Team Leader
If you feel the issue has not been resolved after speaking with the teacher, you may bring your concern to the relevant Team Leader (Syndicate Leader). They can provide further support and help facilitate a resolution.
Step 3: Senior Management and the Principal
If the matter remains unresolved, or if your concern is about a non-classroom matter, you should discuss it with the Senior Management Team or the Principal. The Principal will work to ensure the problem is settled and may provide feedback to the staff Involved to ensure the matter is fully addressed.
Step 4: Formal Complaint to the Board
If you have followed the steps above and feel your concern has not been resolved, or if the matter involves the Principal or the Board, you may lodge a formal complaint.

  • In Writing: All formal complaints must be submitted to the Board in writing and signed.
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  • What to Include: Please outline the problem in detail and list all the actions you have taken so far to try and resolve the issue.
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  • Next Steps: The Board Presiding Member (Chair) will acknowledge your complaint (usually within 7 days) and provide an expected timeframe for a formal resolution.

Our Goal: Above all, every action and decision we take regarding concerns and complaints is framed by a single focus: What effect will this have on student learning and wellbeing?


Full Policy