In response to COVID-19, we are modifying some of our usual practice approaches to keep our staff, tamariki and communities safe.

Maintaining COVID-19 safe and aware practice

We have updated our guidance for Alert Level 2. Keep checking back for updates and new guidance, including our contact tracing requirements (PDF 133KB), guidance for holding tamariki and rangatahi related in-person meetings (PDF 203KB) and the planning tool for holding FGCs and hui person to person safely (PDF 168KB).

Page URL: https://practice.orangatamariki.govt.nz/our-work/care/caregivers/allegations-against-caregivers/dealing-with-complaints-about-caregivers/
Printed: 01/06/2020
Printed pages may be out of date. Please check this information is current before using it in your practice.

Last updated: 01/04/2019

Dealing with complaints about caregivers

A complaint is an expression of dissatisfaction or concern about conduct or care. All complaints should be taken seriously and responded to with sensitivity.

The difference between complaints and allegations

A complaint is an expression of dissatisfaction or concern about the conduct of, or care provided by, a caregiver.

Complaints often reflect differences of opinion about parenting — for example, whether tamariki are allowed to play with friends, whether a curfew is appropriate, attitudes to bad language, or matters relating to appropriate discipline.

An allegation is an accusation that a caregiver has abused, neglected or harmed tamariki.

Allegations against caregivers

Handling complaints

All complaints should be taken seriously and responded to with sensitivity. It's important to consider the context within which a complaint is made as this may influence how you assess and respond to it.

Complaints about a caregiver should be addressed directly with the caregiver by:

  • the social worker for te tamaiti, or
  • the caregiver social worker.

Complaints can often be resolved by people coming together and talking through the concerns. If you're unable to resolve the complaint by talking it through, you need to talk to your supervisor to agree next steps. In some circumstances, the site manager may need to be involved and the feedback, compliments and complaints process may apply.

Complaints about section 396 provider caregivers

Complaints about a caregiver who provides care on behalf of a section 396 provider are managed by the provider.