Expressing a concern or making a complaint

The Education Review Office (ERO) is committed to providing high quality services.

At ERO, we want to know how well we interact with schools and early childhood services and areas in which we can improve. We also want to better understand the impact of our review process on schools and services.

If for any reason you are dissatisfied with your experience with ERO, please let us know. We respond to complaints promptly, and all parties will be treated with courtesy, respect and fairness at all times.

What is a complaint?

A complaint is an expression of dissatisfaction with your experience with ERO.

It is something that requires a response from ERO and includes dissatisfaction with:

  • the way ERO staff have followed ERO policies or procedures
  • delays in responding to clients
  • standards of service
  • employee behaviour.

Resolving your complaint

We want to resolve all complaints quickly and effectively.

If you have a complaint about the way ERO has carried out any aspect of a review in a school or early childhood service, we want to hear from you. You can make a complaint at any time during the review or after the review.

We know it can be helpful to talk through the complaint first. If you want to speak to us about your concern or complaint, call your nearest ERO office and ask to speak to a Review Services Manager or the Deputy Chief Review Officer. ERO office contact details are listed under Contact us.

We will listen to your concerns and take notes. You may then decide to follow up with a written complaint. If you are submitting a written complaint, please include:

  • your full name and address
  • as much information as you can about the complaint
  • what has gone wrong
  • what you would like us to consider to resolve the matter.

Written complaints should be sent to a Review Services Manager, Deputy Chief Review Officer or the Manager Communications.

We aim to:

  • follow up your complaint promptly and impartially
  • acknowledge receipt within five working days and tell you who is handling your complaint
  • respond as soon as possible, or tell you why we are not able to do so.

If your complaint is not about a review but is to do with another aspect of ERO’s work, please call the Manager Communications (04 474 1223 or 0275437465) or email info@ero.govt.nz.

We cannot comment on personal employment matters that relate to an individual.

What if I am unhappy with ERO’s response to my complaint?

If you are not satisfied with ERO’s response to your complaint, you have the right of review. This process and further steps you can take will be outlined in the response from ERO. You can also contact the Office of the Privacy Commissioner or Office of the Ombudsman.

Complaining about a school or an early childhood service?

If you have a complaint about a school or early childhood education service, you should first contact the principal/chairperson or service manager, and can:

  • ask for a copy of the school or service complaints policy and procedures
  • follow the procedures for making a complaint.

If you are not satisfied with the process for dealing with your complaint you could contact your nearest Ministry of Education Office.

Your privacy

Any information provided to ERO or released to any party is treated in accordance with the Privacy Act 1993 and the Official Information Act 1982.

Click on the links below for more information on those Acts: