How ERO manages complaints, incidents, and concerns
Keeping children and mokopuna safe is at the heart of ERO’s regulatory work. A key part of our role is responding to complaints, incidents and concerns about early learning services and kōhungahunga, and taking action when required to help ensure regulatory requirements are being met.
We recognise that complaints and incidents can be unsettling for everyone involved, including children, whānau, service providers and staff. Our approach is to respond in a way that is fair, proportionate, evidence-based and focused on the wellbeing of children and mokopuna.
About our approach
Why complaints, incidents and concerns matter
Information from whānau, service providers, members of the public and other agencies help us understand where there may be risks to children's health, safety, wellbeing or learning. Reports of incidents and concerns also help us identify patterns of non-compliance and determine whether further action may be required. The information we receive contributes to our wider understanding of quality and compliance across the early learning sector.
How ERO approaches complaints and incidents
When we receive a complaint, incident report or other concern, our first priority is understanding whether there is a risk to children and determining what action, if any, is needed.
We assess each matter individually and take into account:
the nature and seriousness of the concern
the potential impact on children and mokopuna
the evidence available
whether regulatory requirements may have been breached
whether other agencies have responsibilities relating to the matter.
Not every complaint or incident requires a formal investigation. In some situations, providers may be asked to address the issue themselves and report back on the actions they have taken. In others, ERO may undertake further enquiries, monitoring or investigation.
You can find more information about our approach to investigating complaints and incidents here.
Focusing on outcomes, not just compliance
While compliance with legislation and regulatory requirements is important, our focus is broader than identifying whether a rule has been followed.
We consider whether the systems, practices and behaviours within a service are supporting positive outcomes for children and mokopuna. Understanding what has happened, why it happened, and what can be done to prevent it from happening again is often just as important as determining whether a requirement has been breached.
Using a graduated regulatory response
ERO uses a range of regulatory tools to respond to concerns. Our response will depend on factors such as the seriousness of the issue, the level of risk involved, the provider's response, and whether there is a history of similar concerns.
In many situations, providers can address issues themselves with appropriate support and oversight. In other cases, stronger regulatory action may be required to ensure children and mokopuna are protected and regulatory requirements are met.
Working with others
Effective regulation relies on information and collaboration. ERO receives information from providers, whānau, communities, members of the public and other agencies. We also work alongside other organisations where responsibilities overlap, helping to ensure concerns are addressed by the agency best placed to respond.
By sharing information appropriately and taking a coordinated approach, we can better understand risks and support safer outcomes for children.
Building trust and confidence
A strong regulatory system helps parents, caregivers and whānau have confidence their children are safe. That their concerns will be taken seriously and that services are being held accountable for meeting required standards.
Our goal is not simply to respond when things go wrong. It is to contribute to a trusted early learning system that supports quality education and care, protects children and mokopuna, and encourages continuous improvement across the sector.