Our position is that the MoE needs to be accountable for its handling and reporting of complaints. It must investigate every complaint, including visiting the service to see it in its natural operation without giving the service prior notice of its intention to visit. It should not give the service or any person a copy of the complaint or discuss details of it, if this could result in the identity of the complainant/s becoming known. The Ministry should release the names and findings of each service that has a complaint of a serious nature upheld.
OIA requests by Dr Sarah Alexander and our publication of complaints information, resulted in the Ministry of Education deciding that it would publish an annual report of complaints and incidents. This has been an important first step toward achieving transparency. It is also now more likely to investigate complaints as shown by improvement in its rate of investigation.