logoRate and Review Your Child's Service

Let other parents and families know if the service you are using is wonderful or if there is a problem with it
Go to the online national register of ECE services

Look up the name of your ECE service, then on its listing add your review and rating.  

 

Fair Trading Act

It is illegal for any business (including an early childhood service) to give false and misleading information in the promotion and sale of goods and services (this includes fees charges). Report to the Commerce Commission by emailing This email address is being protected from spambots. You need JavaScript enabled to view it., or call 0800 943 600. 

 

Consumer Guarantees Act

Does the Consumer Guarantees Act 1993 apply to an early childhood education and care service?  The answer is yes. To explain: by virtue of the Consumer Guarantees Act, there is a guarantee that educational services will be delivered by the ECE service with reasonable skill and care. 

You may be able to ask for compensation to reflect the lower value of the service you have received.  

Contact the consumer protection hotline at the Ministry of Business, Innovation and Employment (MBIE)
Freephone: 0508 426 678 (0508 4 CONSUMER), Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

An early childhood service must have and display a complaints policy

Every early childhood service is legally required to display (or provide to parents in Home-based ECE) a copy of its complaints procedure and it must state the contact details for the relevant regional office of the Ministry of Education. 

The complaints policy will typically state that the complainant should first speak to the person in-charge / the boss / the supervisor or the manager.

We suggest that you write your complaint down using the complaint form and give this to the person in charge when first speaking to him/ her. This will tell the person in charge that your complaint should be taken seriously and they will have to provide a written response.  If you don't get a response that you are happy with then take your response directly to the Ministry of Education.  

 

Should a service not be meeting standards

Option 1: confidential online reporting

Should a service not be meeting any standard, for example children are physically abused or there are too few adults to the number of children (see the rules and regulations a centre must meet) then please report this as soon as possible and directly to the Ministry of Education. 

If you don't feel comfortable contacting the Ministry of Education yourself, you can complete an online report form and My ECE will act on your behalf and inform the Ministry about the problem/problems at the service (go to the 'report a problem' form).

 

Option 2: report direct to the Ministry of Education

The Ministry of Education is responsible for licensing services and making sure that services meet regulations. You can view information on the minimum regulation requirements for early childhood centres in the My ECE Guide to the Regulations click here  

Should an early childhood service not be meeting a minimum regulation then let the Ministry of Education know.  Email: This email address is being protected from spambots. You need JavaScript enabled to view it.  In the subject line of your email state that this is a complaint against an early childhood service.  In your email, make sure you include the name of the service, its full address, and details about what has gone wrong.  If you don't want your name to be disclosed to the service then write "confidential" and tell the ministry not to share your details. 

Keep a copy of your email.  If you don't hear back from someone at the ministry then send another email and follow it up.  Don't let your complaint be lost in the system.  It does not help the service to improve or help children if the Ministry of Education does not look into your complaint. 

Should you not be informed by the Ministry of Education of the outcome of its investigation of your complaint then contact the Ministry and ask for an update. 

If you are not satisfied with how your complaint has been dealt with, then complain again.  It is your right to be listened to and to have your complaint adequately investigated.

Ministry of Education regional offices

Whangarei office: PO Box 911, Whangarei 0140. Northland. Ph (09) 436 8900

Auckland office: Private Bag 92644, Symonds Street, Auckland. Ph (09) 632 9400

Hamilton office: Private Bag 3011, Hamilton. Ph (07) 858 7130

Rotorua office: PO Box 1749, Rotorua. Ph (07) 349 7399

Napier office: PO Box 147, Napier. Ph (06) 833 6730

Lower Hutt office: PO Box 30177, Lower Hutt. Ph (04) 463 8699

Wanganui office: Private Bag 3012, Whanganui. Ph (06) 349 6300

Nelson office: 19 Haven Road, Nelson 7010. Ph (03) 546 3470

Christchurch office: PO Box 2522, Christchurch 8140. Ph (03) 378 7300

Dunedin office: Private Bag 1971, Dunedin 9054. Ph (03) 471 5200

Invercargill office: Private Bag 90-122, Invercargill. Ph (03) 211 3610

 

Ethics and Best Practices

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