Early Childhood Education (ECE) Complaints Summary 2013

The Ministry is publishing information on complaints we receive about ECE services to give parents and caregivers greater assurance that all complaints are followed up and proper action is taken.

This report is the first in an annual series. In it you will find detail on the number of complaints received during 2013, what they were about, and what happened as a result.

Most complaints are dealt with by ECE services, but some are referred to the Ministry. It’s our job to make sure ECE services meet the strict standards they are required to, so that they can get, and keep, their licence. We also need to assure parents that their child’s education and care meets these standards. Investigating complaints is one way that we do this job.

While we don’t know how many complaints are made directly to services, for the last four years, complaints to the Ministry have remained steady at about 250 a year, even though enrolments have risen by 12,000 during that time. That meant the rate of complaints dropped from 13 complaints for every 10,000 enrolments in 2010, to 12 for every 10,000 enrolments in 2013.

Complaints cover a wide range of matters. Many are about administrative matters, but a small number make serious allegations about children’s safety. While not every complaint is upheld, each complaint is taken seriously, and all of them are followed up. We do this in a range of ways, including by making unannounced visits to services.

Parents and caregivers who want to find out how to make a complaint can find information about how to do this here (external link) .

For media queries please contact our media team at media.team@education.govt.nz

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