Complaints and Appeals Resolution Process
Here you will find all you need to know about raising a complaint or formally appealing a result with Literacy Aotearoa. Please don't hesitate to contact us for help.
We’re here to listen
At Literacy Aotearoa, we welcome your feedback. If you ever have a concern or something isn’t working well, we encourage you to let us know. We’ll listen, work with you to find a fair solution, and make sure you’re supported every step of the way.
How it works
Stage One – Talk to your kaiako or site coordinator
- If the concern involves your kaiako, speak with your site coordinator.
- You can also fill in an Online Concerns and Complaints Form, available on campus or on our website.
Stage Two - Make a formal complaint
If you’re not comfortable or not satisfied after Stage One, you can make a formal complaint.
- Fill in the online Concerns and Complaints Form, or
- You can also scan or take a photo of the filled-in form and email it.
- Fill in a paper form and give it to your site coordinator oradministrator, or email it to complaints@literacy.org.nz.
We’ll confirm we’ve received your complaint within five working days and keep you updated.
A lead person will be assigned to look after your complaint and will get in touch with you ifmore information is needed.
Stage Three – Receive the complaint outcome
You’ll get a letter or email explaining the result of your complaint. It will outline what was found, any actions taken, and what to do if you want to appeal.
Stage Four – Appeal the decision
If you don't agree with the outcome, you can appeal within ten working days of receiving it.
- Complete the online Appeals Form, or
- Fill in a paper Appeals Form, then scan or take a photo and email it to complaints@literacy.org.nz
Your appeal will be reviewed by Te Tumuaki (Chief Executive) or a delegate who wasn’t part of the earlier decision. You may be contacted if more information is needed.
Stage Five – Receive the appeal outcome and next steps
You’ll receive the final outcome of your appeal in writing. If you’re still not satisfied, you can take your complaint to an external agency for an independent review.
These include:
YOUR RIGHTS
You can bring a support person to any meeting.
All complaints are handled confidentially and with respect
Making a complaint won’t affect your enrolment or learning.
Remember
You have the right to be heard and treated fairly. Sharing your feedback helps make Literacy Aotearoa a better place for everyone.
“I am learning health and safety, road code, money management.
It's amazing, I love it.”
“My kids were coming home, talking to me in English, I couldn’t understand. Now I talk to my kids in English.”
“We strongly believe in investing in our people. It helps us communicate health and safety and brings value to our people both individually and for the community.”
“Ka taunaki ahau i tēnei akoranga ki te tangata katoa, ahakoa he rangatahi, he kaumātua rānei koe. Mā tēnei akoranga koe e whiwhi ki te māia katoa.”
