Policies

COMPLAINTS PROCEDURE POLICY

Reference:   Education (Early Childhood Centres) Regulations 1998
Clause 9 c (1)
Desirable Objectives and Practices 6 and 8

RATIONALE:
This policy outlines the procedures that parents may follow when they have a complaint with regard to the non-compliance of licence details and how they may access a copy of the ECE regulations and any ERO report.

AIM:
The staff at The Treehouse on Ranolf aims to provide parents with a procedure that is obtainable and workable and give parents the right of choice

Procedure:

Parental Complaint:

  1. If the parent has a complaint with regard to staff or centre practices this complaint must be directed to the “person’s responsible” within that section.
  2. It is the role of this delegate to actively listen to the complaint and to discuss with the parent suitable outcomes or the practice of the centre.
  3. If the complaint involves a staff member and is able to be rectified it is the duty of the delegate to discuss a range of suitable outcomes with the staff member and decide on appropriate action.
  4. The licensee of the centre must be informed of this and if necessary a discussion amongst the parties involved is initiated.
  5. The delegate is to document all conversations in a running record format and to remain impartial to all the parties involved.
  6. Once a suitable outcome has been reached in agreeance with the Licensee the delegate than hen direct a response to the parent.
  7. The documentation will be held on staff record and all conversations will remain confidential.
  8. If the parent is still unsatisfied with the outcomes it is important to direct the parent to the notice board to show a copy of the regulations pertaining to the centre and also when applicable a copy of the latest ERO report.
  9. At all times the role of the centre is to respect the rights of the parents/Whanau and to treat the complaint with respect and sincerity.
  10. The delegate and the licensee need to be sensitive to cultural differences and to be aware that in setting up a meeting with family/Whanau, a support person may assist.
  11. If the complaint is unsolvable or some uncertainty exists the role of the licensee is to seek information and guidance and this can be done through discussion with the local Ministry of Education phone (07) 3497399.

Staff Complaint:

  1. If a staff member has a complaint regarding another staff member suitable action must be taken.
  2. The role of the Supervisor in each section is to handle such issues and work towards viable outcomes.
  3. The staff member with the complaint should request a meeting with the Supervisor and discuss concerns only with this staff member.
  4. It is important to outline the need for confidentially with such matters and all staff need to be aware of the professional nature of their role and adhere to this.
  5. The Supervisor will document the complaint and listen appropriately to the staff and where possible look for suitable outcomes.
  6. With the documentation the Supervisor will discuss the complaint with the staff member involved and document all that is stated.
  7. The Supervisor is to look at suitable outcomes for both staff involved and for the overall well being of the centre in general.
  8. Where necessary discussion will be held with the Licensee as to the nature of the problem and also suitable outcomes to rectify this.
  9. When a decision has been made these needs to be relayed back to both staff members concerned and an agreement is reached.
  10. If no agreement is reached it is suggested to the staff member concerned to take the issue up with the Licensee.

Complaints of a Serious Nature:

  1. Complaints of a serious nature must be in formal writing.
  2. The bulletin board and also the Parental Notice board must have a copy of the ECE Regulations and reports that pertain to the centre. The Policy handbook must also be made available. Parents can be directed to this.
  3. Once a formal written complaint is received this is then handed to the Licensee who is responsible for the running of the Centre and she must action this.
  4. The licensee of the centre will seek actively information and support on how to deal with serious complaints and what the appropriate action is to be taken.
  5. It is not expected that the Licensee will automatically know the correct outcomes but to be proactive in seeking help.
  6. Confidentially and Privacy are key aspects of concern that must be adhered to.

For any complaint, if you are not satisfied with the outcome you are able to contact the local Ministry of Education office by Phone: 349 7399 or by email enquiries.rotorua@minedu.govt.nz.  The Ministry of office is located at level 4, 1144 Pukaki Street, Rotorua Education

CENTRE LICENSEE:
Lorryl McIndoe
0274371297

 

 

PARENT FEES POLICY

RATIONALE

The Treehouse on Ranolf is a private, fee charging educational service.  Failure of parents to follow the rules regarding fee payments may lead to their child’s exclusion from the centre.

TE WHĀRIKI
Belonging - Goal 3.  Parents experience an environment where they feel comfortable with the routines, customs and regular events.

PROCEDURES

  • Fees are to be paid for the 52 weeks that The Treehouse on Ranolf is open each year regardless of statutory holidays, illness or family vacation times.
  • Fees are to be paid one week in advance.
  • All fees are GST inclusive and are to be paid by automatic payment, cash or eftpos on the first day of attendance each week. Fortnightly payments are welcome but must be paid on the first day of attendance.
  • A late fee of $10 for every 10 minutes will be charged when parents are late to collect their child.
  • Parents agree their child is not enrolled in any other early childhood service on the same day they attend The Treehouse on Ranolf.
  • Children who are aged 3 to 5 are able to access the twenty hours free. This is an initiative by the Ministry of Education.  A minimum of 6 hours per day is required by the Treehouse and any hours of enrolment exceeding the 20 free hours is at the parents cost of $5.00 per hour
  • When a child who receives the 20 hours free initiative goes unfunded due to absenteeism or illness, full fees will be charged for the period that went unfunded.
  • Any fee changes will be entirely at the discretion of the management. At least two weeks’ notice will be given when such a raise is to occur.
  • Work and Income subsidies are available, in the interim of the subsidy beginning parents are responsible for and expected to pay weekly fees.
  • The Treehouse on Ranolf reserves the right to request at least two weeks written notice before a child is withdrawn from the centre. Full fees for two weeks will be charged regardless if we have received notice or not.
  • When a child’s account is not paid the parents will be informed via an account and then by a letter requesting the outstanding amount be paid in full. If the account remains unpaid after two weeks then as per your enrolment agreement The Treehouse on Ranolf will refer the debt to a Debt Collector.  The child’s enrolment will also cease from the date that the debt is referred to the Debt Collector.

CHILD AND STAFF HEALTH

REFERENCE:
Early Childhood Regulations 2008 HS26

All practicable steps are taken to ensure that children do not come into contact with any person (adult or child) who is suffering from a disease or condition likely to be passed on to children and likely to have a detrimental effect on them.

Specifically:

  • the action specified in Appendix 2 is taken for any person (adult or child) suffering from particular infectious diseases; and
  • Children and staff who become unwell while attending the service are kept at a safe distance from other children (to minimise the spread of infection) and returned to the care of a parent or other person authorised to collect the child without delay. Staff are to be sent home as soon as a relief worker can be found for cover on the floor.

TE WHARKIK

Well-being – Goal 1.  Children experience an environment where their health is promoted.

RATIONALE:
Exclusion of children with infectious diseases from Early Childhood Centres is necessary where there is potential for further spread of infection.  We wish to make the children and adults safe from infection by spelling out clearly under what circumstances a child should be excluded.

 

Exclusion is at the centre manager’s discretion.

 

Procedures (REASONS TO EXCLUDE A CHILD OR STAFF MEMBER)

  • A child suffering from any of the following symptoms will be required to leave the centre AS SOON AS POSSIBLE.  If a parent is unavailable or unable to remove their child soon enough, the emergency contact person listed on the child’s enrolment may be contacted.

 

  • The illness prevents the child from participating comfortably in programme activities.
  • The illness results in a greater care need than we can reasonably provide without compromising the health and safety of the other children.
  • The child has any of the following conditions:  fever of or above 37.5, persistent crying, difficulty breathing, persistent coughing, or other signs of possible severe illness.
  • Vomiting and/or diarrhoea in the previous 48hours, unless the vomiting is known to be caused by a non-communicable condition such as reflux and the child is not in danger of dehydration.
  • Rash with fever or behaviour change, until a doctor has determined that the illness is not a communicable disease.  We require a letter of clearance from your Doctor in this case.
  • Conjunctivitis – until either the infection clears or 1 day after examined by a doctor and treated.  The discharge must have stopped.
  • Tuberculosis, until the child’s physician or Public Health Service advises that the child is non-infectious.
  • Impetigo, depending on size of the lesions until 24 hours after treatment has started, and lesions have crusted over and can be completely covered to reduce possible spread of infection.
  • Strep throat, until 24 hours after treatment has started, and until 24 hours after fever stops.
  • Head lice, or thread worm, until treated.
  • Ring worm, until lesions have cleared.
  • Scabies, until after treatment has been completed.
  • Cold sores.  Given the nature of childcare and the ages of the children that attend.  It is impossible to expect the children not to come in contact or mouth items when they are infected with a cold sore.  We expect them to stay home until the sore has stopped weeping and has scabbed over.  This is to eliminate passing on the virus to other children.
  • Chickenpox, until at least one week after onset of rash or earlier, and all the lesions have dried and crusted.
  • Whooping cough, until five days of appropriate antibiotic therapy (the total course of the usual treatment is 14 days.)
  • Mumps, until nine days after glands started swelling.
  • For some vaccine preventable diseases, there is a requirement to exclude unimmunised children who have had contact with a case of the disease.  This applies to Measles, Diphtheria and Whooping cough, and would be arranged on the advice of the Medical Officer of Health.
  • Public Health Service exclusion guidelines will be followed for any conditions not listed.
  • Individual health plans will be written in consultation with parents for children who suffer from Asthma, Epilepsy or specific allergies, or other medical conditions.
  • A child prescribed antibiotics for any illness should not return to The Treehouse on Ranolf until after 24 hours of the antibiotics being started.  The antibiotics need to be started as soon as they were prescribed and the child to be excluded immediately for the sake of the child’s comfort and also to eliminate further illness spreading.
  • We reserve the right to request a medical certificate from a health professional before allowing a child to return from illness.

Please do not take it personally if we have to send your child home for any reason.  We are only ensuring the welfare of your child and all the children in our care at The Treehouse on Ranolf.

 

 

Administering Medicine:

 

Please note that staff cannot administer any medication (except medication for a diagnosed on going condition such as asthma) to children without your formal signed approval in the medication handbook. A staff member will administer all medication, which will be watched and recorded by the 2nd staff member. The prescribed medicine will only be given to the child that it is prescribed to and as long as the medication is within its expiry date.

 

 

Reviewed March 2015