Make a complaint

This page is a quick guide to ensure you have information to hand on making a complaint about a setting, or service.

If you are concerned about the immediate safety or wellbeing of children and mokopuna call emergency services on 111 straight away. Once any immediate risks have been managed you can contact ERO.

If your concern is not an emergency but relates to an early learning service, kōhungahunga, or playgroup, we encourage you to raise it with the service in the first instance where appropriate. You can also contact ERO if you have concerns about the safety, wellbeing, or care of children, or whether a service is meeting its legal requirements.

We understand that raising a concern can feel difficult. ERO takes all concerns seriously. The information you share helps us identify potential risks to children and mokopuna, understand whether regulatory requirements are being met, and determine whether any further action is needed.

How can I make a complaint?

• Via email by contacting enforcement@ero.govt.nz 

• Via phone by contact 0800 376 800.

• Direct to an ERO review officer when they are undertaking a review.

Who can make complaints?

Parents, whānau, staff, former staff, and members of the community can all raise concerns or make a complaint.

What kinds of concerns can I raise?

You can contact ERO if you are concerned about things such as:

• the health, safety or wellbeing of children and mokopuna

• whether a service is meeting its legal requirements

• how incidents are being managed

• other matters that fall within ERO's regulatory role which you can learn about here.

What happens after I contact ERO?

ERO has an established process for handling complaints, which you can learn about here. 

But generally, you can know that when we receive a complaint or concern, we will review information provided, consider if it is the kind of issue or concern that fall under the ERO role and then consider next steps.

If it is something ERO is responsible for, we will assess any potential risks to children and mokopuna and decide whether further action is needed.

Not every complaint results in a formal investigation. Depending on the circumstances, we may seek further information, engage with the service, undertake enquiries, monitor the situation, or take other regulatory action where appropriate.

Where we can, we will let you know what action has been taken or what happened as a result of your complaint. However, we may not be able to share all the details because we must protect people's privacy and follow legal requirements.

Have a complaint underway before September 1?

If you have already made a complaint before 1 September 2026, you do not need to submit it again.

Your complaint will continue to be managed and progressed. If any additional information is needed, the team responsible for your complaint will contact you directly.

If you are unsure about the status of your complaint, or have new information you would like to provide, you can contact enforcement@ero.govt.nz