The importance of clear processes in managing complaints and investigations

While most experiences in schools are positive, it’s crucial that when a complaint arises, the proper processes are in place to handle it effectively. Clear, consistent procedures help ensure fairness, transparency, and protection for both staff and students.

Having structured tools like terms of reference and a complaints triage system ensures that complaints are addressed appropriately from the outset. This structure helps senior leaders plan investigations and manage the process efficiently, giving the school community confidence that issues are being resolved correctly.

Why effective complaint management is crucial

When a complaint arises, how it’s handled can significantly impact the school’s reputation, the wellbeing of staff and students, and overall community trust. It’s not just about resolving the issue - it’s about doing so in a way that is transparent, fair, and in line with best practice standards.

At Intepeople, we recognise the importance of upskilling senior leaders to manage these situations effectively.

Workshops for senior leaders: enhancing skills and knowledge

We partner with schools across the motu to provide workshops that help senior leaders improve their ability to handle complaints and investigations. These sessions focus on developing skills for managing complaints, navigating the complexities of investigations, and ensuring the process aligns with best practice standards.

The workshops have been positively received across a number of schools, with feedback from both principals and board members highlighting the value of this professional development:

• “It was all very engaging and interesting, and this ultimately came down to the facilitators!” – Deputy Principal
• “Thank you for the well-organised and engaging course. I really appreciated the quality of the presentation, the clarity of the content and key messages, and the whole structure.” – Principal

Tailored to meet your needs

Every school is different, and the way complaints are handled will vary depending on the unique challenges and needs of the school. That’s why our workshops can be tailored to fit the specific context and requirements of your school and leadership team.

At the Te Whakaroputanga Conference (July 2025), a Presiding Board Member noted:

• “This workshop opened up my eyes and understanding of the importance of Boards knowing the complaints process. Having a structure to support the school in planning an investigation will be gold.”

Strengthening Governance and Leadership

Investing in clear procedures and upskilling leadership teams is key to ensuring that when complaints arise, they are dealt with in the right way. This helps foster a sense of fairness, strengthens governance, and ensures that everyone involved feels respected and heard.

Get in touch to learn more

At Intepeople, we are committed to supporting schools across the motu in developing strong, transparent processes for managing complaints and investigations. If you’d like to know more about how our workshops can support your senior leaders, please reach out to our Education Lead – Rosie Robinson.