Complaints process
Charter School Agency complaints process
Making a complaint
For all complaints about the Charter School Agency, we aim to:
- manage all complaints sensitively, fairly, and confidentially
- acknowledge receipt of the complaint within five business days
- respond to the complaint within 20 business days of receipt. If we can’t provide a response in this timeframe, we’ll explain why
- provide clear communication around the eventual outcome of the complaint
- ensure we are continuously learning from complaints to improve what we do.
How to make a complaint
- Stage 1: Early resolution – initial and informal resolution.
- Stage 2: Formal complaint lodged in writing to the Charter School Agency.
- Stage 3: Complaint escalated to the Chief Executive.
Stage 1
This step involves engaging directly with the member(s) of the agency who are providing you with service and information. You can email us at info@charterschools.govt.nz If you are not happy with how we have handled the complaint, and a formal complaint can be lodged.
Stage 2
You can lodge a formal complaint by emailing it to info@charterschools.govt.nz or writing to Charter School Agency, Complaints, PO Box 1666, Wellington 6140.
You’ll need to provide:
- First and last name (including company name if relevant).
- Postal and email address.
- Phone number.
- Full details of the complaint - what happened, dates and any relevant supporting documents.
- The outcome you are seeking.
If you would prefer to remain anonymous (and have your name and email address withheld) please indicate this. However, if we cannot pass on all the information to the relevant people, it may limit our ability to investigate and/or respond.
If you have made a complaint verbally, you can request the Agency lodges this as a formal written complaint on your behalf.
Stage 3
If you feel your complaint has not been dealt with adequately, you can request your complaint is escalated to the Chief Executive of the Charter School Agency. This is the last point of appeal for the internal complaints process. Please provide details of why you are dissatisfied.
Complaints concerning the Authorisation Board
If you have a complaint about the Authorisation Board, please email info@charterschools.govt.nz
Other avenues for complaints or appeal
Office of the Ombudsman
If you are not happy with the way in which a complaint was handled or consider you have been treated unfairly, you can lodge a complaint about the Charter School Agency with the Office of the Ombudsmen. Further information can be found at Complaints about government agencies | Ombudsman New Zealand. The Ombudsman may decide not to investigate a complaint if the complainant has not tried to resolve it with the Charter School Agency.
Privacy Commissioner
If you feel the Charter School Agency has not protected your personal information or has breached your privacy and you are unable to resolve a privacy dispute with the Charter School Agency, you can make a complaint to the Privacy Commissioner Te Mana Mātāpono Matatapu. Further information can be found at: Office of the Privacy Commissioner | Making a complaint to the Privacy Commissioner.