We will work with you towards resolution. Your feedback helps us to improve what we do with you and others in the future.

Start with an informal discussion

Talk to the learning support person who works with you or ask to speak to their manager.

If this is difficult for you, ask a support person to do this for you or with you.

Follow up with a formal complaint

If an informal decision does not sort out your concern, you can make a formal complaint in writing to a support manager at your local Ministry office.

Learning support services

We will contact you within 5 working days of receiving your complaint to talk about how we will manage it.

We try to resolve any formal complaint within 15 working days. If your complaint is complex, this may take longer. If so, we will tell you and regularly update you on progress.

We will write to you with our decision

When we have made a decision, we will tell you in writing.

We will include the reasons for the decision and the actions we propose to take.

Transparency statement

The transparency statement explains how we collect, use and share information gathered about individuals and organisations for the purposes of carrying out our statutory functions under the Education and Training Act 2020.

Transparency statement about information gathering for regulatory compliance purposes

Take things further if you want

If you are not happy with our decision, you can contact your Regional Director of Education.

Learning support services in the regions

You can also go to other agencies at any stage of the complaints process.

The Code of Health and Disability Services Consumers' Rights

Schools providing health or disability services for their students have responsibilities under the Code of Health and Disability Services Consumers’ Rights (the code).

Schools and the Code of Health and Disability Services Consumers' Rights

If you're still not happy with how we're handling your complaint

If you raise an issue with us, we will work with you and do our best to resolve it.

If after working with us you are still not happy with how we have handled your complaint, there are a range of options for you to consider seeking a resolution.