Dealing with complaints about caregivers

Upcoming changes for this guidance

This content will be strengthened so it more completely reflects our commitment to practice framed by te Tiriti o Waitangi, based on a mana-enhancing paradigm for practice, and drawing from ​Te Ao Māori principles of oranga to support mana tamaiti, whakapapa and whanaungatanga. We each need to consider how we can apply these principles to our practice when reading this guidance. The following resources provide support:
Practice for working effectively with Māori
Our practice shift

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 of harm to tamariki by 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.