Operating under the Kawatiri Nature Environment and Communities Trust (KNECT)

At The Nurture School, we are committed to fostering a safe, respectful, and transparent learning community for all tamariki, whānau, and staff. We value open communication and view feedback, both positive and constructive, as an essential part of maintaining a high standard of outdoor education and care. If you ever have a concern or complaint, we aim to address it promptly, fairly, and constructively.

Being proactive in providing the School community with a good process for handling concerns and complaints prevents misunderstandings and protects the Board from:

• Being drawn into the “tyranny of the urgent” where a parent or group of parents try to pressure the Board into acting without all the information they need. While at times a complaint indicates the need for immediate action, this is in fact relatively rare, and such an occurrence would probably be extremely obvious to all involved.
• Escalating concerns too quickly without allowing time for remedial action to be taken at an appropriate level.
• Pre-empting the right and responsibility of the Lead teacher to deal with the day-to-day management of the School.

• While minor issues may be able to be discussed in a quick informal chat with a staff member, normally in order for both parties to give the matter full attention, arranging a time to discuss the matter is the preferred option. Always consider if the discussion should be recorded (if in doubt, write it out!).
• If the concern/complaints procedure has not been followed, the Board will normally return any written or verbal concern or complaint to the complainant and ask that they follow the procedure first.

Our complaint resolution process moves through progressive internal steps before reaching external escalation options:

• Step 1: Informal discussions are handled directly on-site by the Lead Facilitator or Educator through direct conversation at pick-up, drop-off, or via phone call.
• Step 2: Formal complaints are submitted to the Lead teacher for a written investigation, session log review, and a formal response within 10 working days.
• Step 3: If requested, a governance review is conducted by the KNECT Board of Trustees to reach a final internal determination within 15 working days.
• Step 4: External escalation pathways remain available through statutory authorities such as WorkSafe New Zealand, Oranga Tamariki, the Teaching Council, or the Disputes Tribunal.

Most daily concerns, such as minor social dynamics, weather gear questions, or session feedback, can be resolved quickly through direct communication. We encourage you to speak directly with your child’s Lead Facilitator at pick-up or drop-off, or contact us to schedule a brief call or chat outside of session hours.

If an issue cannot be resolved informally, or if it concerns a serious matter (such as health & safety management, staff conduct, or unresolved child wellbeing matters), you can submit a formal written complaint. Please address your written complaint to the Lead teacher at patgriffin3311@gmail.com with the subject line “Formal Complaint – The Nurture School”.

To help us investigate thoroughly, please include:

• The precise date(s), time, location (such as a specific forest or bush site), and individuals involved.
• Specific details of what occurred (such as safety protocol execution, communication breakdown, or breach of care).
• Any informal steps already taken to resolve the issue.
• The specific resolution or outcome you are seeking.

Timeframe & Process:

• Receipt of your complaint will be acknowledged in writing within 2 working days.
• The Lead teacher will investigate the matter, which may involve reviewing daily session logs, assessing relevant Risk Assessment Management System (RAMS) protocols and Standard Operating Procedures (SOPs), and consulting with staff or witnesses.
• You will receive a formal written response detailing findings and any remedial actions within 10 working days.

If you feel your formal complaint was not adequately resolved by the Lead teacher, or if the complaint directly involves the Lead teacher, you may request a governance review by the Board of Trustees of the Kawatiri Nature Environment and Communities Trust (KNECT).

Please submit your request in writing to glenn@alternityconcepts.nz including:

• A copy of the original complaint.
• The outcome provided in Step 2.
• A brief explanation of why you feel the outcome was unsatisfactory.

The KNECT Board will review the complaint process, ensure procedural fairness, and issue a final written determination within 15 working days of receiving the appeal.