Complaints Policy

All verbal or written complaints are dealt with promptly and fairly by management.

RESPONSIBILITY: General Manager, and the Kumarani Productions Trust (KPT) Board Members

PROCEDURE: Everyone has their rights in relation to complaints clearly explained on admission.

Staff, tutors, volunteers, students or whanau are encouraged to discuss their complaint openly with the person or people they have a complaint about.

• All comments and complaints are encouraged and documented.

• The process of dealing with informal comments is recorded and a formal process is used for incidents and complaints.

• Information re KPT’s complaints procedure is made known and available to all staff, students / children and volunteers with an age appropriate format

• Complaints received are acknowledged as received in writing within 7 days of receipt.

• Management investigates complaints within one week.

• All staff interviews with the complainant or alleged offender must be documented and a support person or advocate may attend.

• The Board is informed of the complaint and any proposed action.  If the management is unable to resolve the issue the Board Chair will act as advisor to management.

• If a named person is complained about that person must be offered an opportunity to discuss the issue and explain.  They must be informed that they can have an advocate if they require.  An independent advocate is to be offered to all staff throughout this process

• If the complaint involves the General Manager, complainants are encouraged to contact the Board Chairperson or a member of the Governance Board they feel comfortable with

• A written summary of the meeting is required for the staff file and as a reporting tool to the Chairperson of KPT

• Following appropriate investigations, actions are documented and all involved are informed of the outcome within one month

To make a formal written complaint, please use our website contact form, or email admin@circuskumarani.co.nz and/or board@circuskumarani.co.nz