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Good complaints handling by school boards

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This guide sets out the key ‘need to know’ information about good complaints handling by school boards. It also explains the Ombudsman’s role in relation to complaints about the administrative conduct of schools. This includes: 

  • Why have a complaints handling process?
  • What should a complaints handling process look like?
  • The "niggles process" case study and example of what parents should do if they have a concern to share with the school
  • What is the Ombudsman’s role?

Further information about managing complaints is available on the Ministry of Education website and our website.

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