This is an HTML version of an attachment to the Official Information request 'Withdrawal of the Learning Support Dispute Resolution Process (DRP)'.


Document 1
The Dispute Resolution Process
Information for boards of trustees
1982
Every child and young person has the right to be in education. The Dispute 
Resolution Process provides help for schools and boards of trustees, parents, 
caregivers and whānau to resolve issues involving children and young people 
Act 
with additional learning needs.
There might be times when parents, 
caregivers and whānau of children 
and young people with additional 
learning needs at your school feel 
their child’s needs are not being met, 
or they’re worried about something 
that’s happening with their child at 
school or kura.

Information 
When this happens, it’s important 
they know who to talk to and what 
support is available to them.
Most schools will have a clear process 
for managing parents’ issues and 
concerns and will provide information 
about this process. It may also be 
Official 
helpful to give parents a copy of your 
school’s charter or strategic plan and 
a copy of your school’s policy on 
the 
meeting learning support needs.
Sometimes parents talking to their 
Help available through the 
Ministry review
child’s teacher or the school principal 
Dispute Resolution Process
If this doesn’t resolve the issue, 
won’t resolve the issue. 
If parents have spoken to their child’s 
schools or parents can ask the 
If this happens, parents, caregivers 
teacher and the principal, but can’t 
Ministry’s regional Director of 
under 
and whānau, or schools themselves, 
agree on a way forward, the Dispute 
Education to carry out a review to 
can access the Ministry of Education’s 
Resolution Process provides further 
check that everything that should 
Dispute Resolution Process.
support to help resolve the issue. 
have been done has been done.
Throughout the process, it’s important 
The Ministry’s Dispute Resolution 
that the school principal keeps their 
Independent mediation
Process supports parents and schools 
board informed on progress. 
Finally, if the Ministry thinks it would 
to come together and work through 
be helpful, and everyone agrees, it can 
challenging issues for children and 
The support available includes:
arrange for independent mediation.
young people with additional learning 
needs. It aims to help everyone 
Ministry facilitation
The mediator will hold a meeting to 
Released 
resolve concerns early so they don’t 
Schools can ask the Ministry for help 
make sure everyone’s views are heard 
escalate into disputes. Importantly, 
from someone trained in facilitation. 
and that all options have been looked 
it builds on a school’s policies and 
Facilitators help schools and the 
at. They will be focused on helping 
procedures; it doesn’t replace them.  
child’s parents, caregivers and 
everyone find a way forward.
whānau talk and work together to 
find a practical solution. The facilitator 
won’t be there to advocate or enforce; 
they’re there to help facilitate the hard 
conversations.
In partnership 
with NZSTA
JUNE 2018 | 1



THE DISPUTE RESOLUTION PROCESS
INFORMATION FOR EDUCATORS
Accessing this support
Ministry of Education contacts:
The support available under the 
Dispute Resolution Process is 
Auckland regional office
voluntary and can be accessed by 
Phone: 09 632 9400
parents, caregivers and whānau**, 
Email: [email address] 
and by your school. We will help the 
school and parents work together 
Whanganui/Manawatu regional office
to resolve the problem as quickly as 
Phone: 06 349 6300  
possible.
Email: [email address]
1982
Schools, parents, caregivers and 
Nelson, Marlborough/West Coast regional office
whānau can access this support 
by contacting their local Manager 
Phone: 03 546 3470
Learning Support. There is no charge 
Email: [email address]
Act 
to schools or parents for this support.
National office
If the Dispute Resolution Process is 
Phone: 0800 622 222
unable to help resolve the problem, 
Email: [email address]
parents can ask for the matter to be 
referred to the board of trustees who 
are the final decision makers for the 
school. Parents can’t refer a problem 
to the Dispute Resolution Process if 
the issue has already been considered 
by the board of trustees and a 
decision made.
Information 
How this process was 
developed
The Ministry developed the Dispute 
Resolution Process in partnership 
with the New Zealand School Trustees 
Official 
Association, and with advice and 
guidance from the Government 
Centre for Dispute Resolution.
Input into the process has also 
the 
been provided by the New Zealand 
Principals’ Federation, Secondary 
Principals Association of New Zealand 
and Parent to Parent, as well as by the 
education sector, disabled persons’ 
organisations, parent support groups 
under 
and teacher unions. Feedback was 
also given by a group of young 
people from People First.
* Rollout of the Dispute Resolution 
Process is being phased, with support 
initially being offered in three regions: 
Auckland, Whanganui/Manawatu and 
Nelson/Marlborough/West Coast.

Released 
** A separate information sheet is 
available for parents, caregivers and 
whānau. A further sheet is available 
for educators.

education.govt.nz
JUNE 2018 | 2



Document 2
The Dispute Resolution Process
Information for educators
1982
Every child and young person has the right to be in education. The dispute 
resolution process provides help for schools and boards of trustees, parents, 
caregivers and whānau to resolve issues involving children and young people 
Act 
with additional learning needs.
There might be times when parents, 
caregivers and whānau of children 
and young people with addtional 
learning needs at your school feel 
their child’s needs are not being met, 
or they’re worried about something 
that’s happening with their child at 
school or kura.

Information 
When this happens, it’s important 
they know who to talk to and what 
support is available to them.
Most schools will have a clear process 
for managing parents’ issues and 
concerns and will provide information 
about this process. It might also be 
Official 
helpful to give parents a copy of your 
school’s charter or strategic plan and 
a copy of your school’s policy on 
the 
meeting learning support needs.
Sometimes parents talking to 
their child’s teacher or the school 
principal won’t resolve the issue. If 
Help available through the 
Ministry review
this happens, parents, caregivers and 
Dispute Resolution Process
If this doesn’t resolve the issue, 
whānau, or schools themselves, can 
under If parents have spoken to their child’s  schools or parents can ask the 
access the Ministry of Education’s 
teacher and the principal, but you 
Ministry’s regional Director of 
Dispute Resolution Process*. 
can’t agree on a way forward, there 
Education to carry out a review to 
The Ministry’s Dispute Resolution 
are three further types of support 
check that everything that should 
Process supports parents and schools 
available:
have been done has been done.
to come together and work through 
challenging issues for children and 
Ministry facilitation
Independent mediation
young people with additional learning 
You can ask the Ministry for help 
Finally, if the Ministry thinks it would 
needs. It aims to help everyone 
from someone trained in facilitation. 
be helpful, and everyone agrees, it can 
resolve concerns early so they don’t 
Released 
Facilitators help schools and the 
arrange for independent mediation. 
escalate into disputes. Importantly, it 
child’s parents, caregivers and 
The mediator will hold a meeting to 
builds on your school’s policies and 
whānau talk and work together to 
make sure everyone’s views are heard 
procedures; it doesn’t replace them. 
find a practical solution. The facilitator 
and that all options have been looked 
won’t be there to advocate or enforce; 
at. They will be focused on helping 
they’re there to help facilitate the hard 
everyone find a way forward.
conversations.
In partnership 
with NZSTA
MAY 2018 | 1



THE DISPUTE RESOLUTION PROCESS
INFORMATION FOR EDUCATORS
Accessing this support
Ministry of Education contacts:
The support available under the 
Dispute Resolution Process is 
Auckland regional office
voluntary and can be accessed by 
Phone: 09 632 9400
parents, caregivers and whānau**, and 
Email: [email address] 
by your school. We will help you work 
together to resolve the problem as 
Whanganui/Manawatu regional office
quickly as possible. 
Phone: 06 349 6300  
You can access this support by 
Email: [email address]
1982
contacting your local Manager 
Nelson, Marlborough/West Coast regional office
Learning Support. There is no charge 
to schools or parents for this support.
Phone: 03 546 3470 
Email: [email address]
Act 
How this process was 
National office
developed
Phone: 0800 622 222
The Ministry developed the Dispute 
Email: [email address]
Resolution Process in partnership 
with the New Zealand School Trustees 
Association, and with advice and 
guidance from the Government 
Centre for Dispute Resolution. 
Input into the process has also 
been provided by the New Zealand 
Principals’ Federation, Secondary 
Information 
Principals Association of New Zealand 
and Parent to Parent, as well as by the 
education sector, disabled persons’ 
organisations, parent support groups 
and teacher unions. Feedback was 
also given by a group of young 
people from People First. 
Official 
* Rollout of the Dispute Resolution 
Process is being phased, with services 
initially being offered in three regions: 

the 
Auckland, Whanganui/Manawatu and 
Nelson/Marlborough/West Coast. 

** A separate information sheet is 
available for parents, caregivers and 
whānau.

under 
Released 
education.govt.nz
MAY 2018 | 2



Document 3
The Dispute Resolution Process
General information
About the Dispute  
1982
Resolution Process
Every child and young person has the 
right to be in education. The Ministry 
Act 
of Education’s Dispute Resolution 
Process (DRP) is about ensuring that 
all children and young people with 
additional learning needs are able to 
enrol, attend, participate and learn at 
school. 
The focus is on supporting parents, 
caregivers, whānau and schools 
to come together where there 
are challenging issues for children 
Information 
and young people with additional 
learning needs that haven’t been 
able to be resolved by talking to the 
It’s an extra tool to help parents and 
The Ministry has developed clear and 
teacher or principal. These issues and 
schools come together and solve 
accessible information for parents, 
concerns might relate to the child 
challenging issues.
caregivers, whānau and schools about 
or young person’s access, presence, 
how to raise issues with each other in 
participation or learning. The DRP 
The DRP was developed in response 
an effective way.
Official 
supports the early resolution of 
to feedback to the Review of Special 
these issues and concerns, avoiding 
Education in 2010, the Education and 
Help available under the DRP
them escalating into complaints and 
Science Committee consultation on 
If parents have spoken to their child’s 
disputes.
students with dyslexia, dyspraxia and 
the 
autism spectrum disorder in 2015, and 
teacher and principal but can’t find a 
Rollout of the DRP is being phased. 
the Education (Update) Amendment 
way forward, they, or the school, can 
Beginning in Term 2 of 2018, it will be 
Bill in 2017, suggesting a complaints 
ask for three further types of support 
available in three regions: Auckland, 
and dispute resolution process was 
from the Ministry under the DRP:
Whanganui/Manawatu and Nelson/
needed.
 
» Ministry facilitation
Marlborough/West Coast. Evaluation 
under 
of the initiative will inform decisions 
The Ministry’s role
Help from the Ministry from 
around next steps.
someone trained in facilitation. 
The Ministry will get involved at the 
Facilitators help schools and the 
Why the process was needed
request of a child or young person, 
child or young person’s parents, 
parent or school. We’ll do this once 
caregivers and whānau talk and 
Most schools will have a clear process 
the parent and school have discussed 
work together to find a practical 
for managing parents’ issues and 
the issue and they have had the 
solution.
concerns and will provide information 
chance to put things right. The DRP is 
about this process. However, 
about building on schools’ processes, 
 
» Ministry review
sometimes parents talking to a 
not replacing them. 
If this doesn’t resolve the issue, 
teacher or the principal won’t resolve 
Released 
schools or parents can ask the 
the issue. If this happens, parents or 
The Ministry can also provide parents 
Ministry’s regional Director of 
schools can access the DRP which 
with guidance on raising an issue with 
Education to carry out a review to 
aims to get the problem solved as 
a principal or the board of trustees. 
check that everything that should 
quickly as possible. 
The Ministry is not there to speak on 
have been done has been done.
anyone’s behalf (advocate) or enforce. 
We’re there to help facilitate the hard 
conversations and to help parents and 
schools solve problems together.
In partnership 
with NZSTA
MAY 2018 | 1



THE DISPUTE RESOLUTION PROCESS
STAKEHOLDER INFORMATION SHEET
 
» Independent mediation
Finally, if the Ministry thinks it would 
be helpful, and everyone agrees, 
it can arrange for independent 
mediation. The mediator will hold 
a meeting to make sure everyone’s 
views are heard and that all options 
have been looked at. They will 
be focused on helping everyone 
find a way forward and solve the 
1982
problem together. For the initial 
rollout in three regions, mediation 
is being provided by the Ministry 
of Business, Innovation and 
Act 
Employment which already has 
experienced mediators.  
Everyone has to agree to be part of 
the DRP, including facilitation and 
mediation. 
NB: Parents, children and young 
How the DRP was developed
Where to go for more 
people can contact the Human 
The Ministry developed the DRP in 
Rights Commission, the Office of the 
information
partnership with the New Zealand 
Children’s Commissioner or other 
The three regions involved in the 
School Trustees Association, and 
agencies for help, at any time.
initial rollout have been given DRP 
with advice and guidance from the 
Information 
information sheets for parents, 
Accessing the DRP
Government Centre for Dispute 
caregivers, whānau and schools. 
Resolution. Input into the process 
Parents, children and young people, 
has also been provided by the New 
If you have any questions about 
and schools can access the DRP 
Zealand Principals’ Federation, 
the DRP, please contact your local 
by contacting the local Manager, 
Secondary Principals Association of 
Ministry office:
Learning Support. There is no charge 
New Zealand and Parent to Parent, 
Auckland regional office 
for this support.
as well as by the education sector, 
Official 
disabled persons’ organisations, 
Phone: 09 632 9400
It is also important to consider the 
parent support groups and teacher 
Email: enquiries.auckland@
voice of the child or young person 
unions. Feedback was also given by a 
education.govt.nz
in the DRP. They should have the 
the 
group of young people from People 
process explained to them and be 
First. 
Whanganui/Manawatu 
given the chance to be present, and 
regional office 
take part, if everyone agrees.
Phone: 06 349 6300
The DRP can’t be used if:
Email: enquiries.whanganui@
 
» the issue has already been taken to 
education.govt.nz
under 
the school’s board of trustees and 
it has given its decision
Nelson, Marlborough/West 
Coast regional office 
 
» a complaint has already been made 
to the Human Rights Commission 
Phone: 03 546 3470
or the Office of the Ombudsman.
Email: enquiries.nelson@education.
govt.nz

National office 
Phone: 0800 622 222 
Released 
Email: learningsupportmailbox@ 
education.govt.nz

education.govt.nz
MAY 2018 | 2



Document 4
The Dispute Resolution Process
Independent Mediation Service
1982
Introduction
Role of the mediator
Mediation is available as part of 
 
» less formal than legal proceedings 
 
» A mediator will not take sides and 
the Ministry of Education’s Dispute 
(it doesn’t involve evidence, 
will work with everyone involved 
Act 
Resolution Process (DRP). The DRP 
witnesses or lawyers, and meetings 
to help resolve an issue and/or 
provides help for schools and boards 
are held in meeting rooms rather 
improve a situation. 
of trustees, parents, caregivers and 
than somewhere more formal)
 
» The mediator does not make a 
whānau, to resolve issues involving 
 
» a free and voluntary service
decision, but helps everyone find 
children and young people with 
their own solutions.
additional learning needs.
 
» a process that encourages 
everyone involved to work 
 
» The mediator will ensure the 
If the issue has already been raised 
together to resolve issues and 
process is fair and safe and do their 
and discussed with the child or young 
focus on the future
best to help resolve a dispute. 
person’s teacher and principal, and 
 
» a process that needs everyone 
it hasn’t been resolved with the help 
 
» Mediators should support and build 
to act in good faith – everyone 
of Ministry of Education (Ministry) 
on parent, caregiver, whānau and 
Information 
needs to be committed to finding a 
facilitation, those involved can ask 
school relationships and focus on 
solution that works 
the Ministry’s regional Director of 
outcomes for the child or young 
Education to carry out a review. This 
 
» a process that ideally results in a 
person. They should ensure that all 
review will check that everything that 
written agreement that everyone 
relevant people are involved and 
should have been done has been 
signs
that the child or young person’s 
done. 
views have been taken into 
 
» a process that does not stop 
account. 
Official 
If the Ministry thinks it would be 
anyone involved from taking 
helpful, and everyone agrees, it can 
further steps if the issue is not 
arrange for independent mediation 
resolved at mediation.  
through the Ministry of Business, 
the 
Innovation and Employment (MBIE). 
Mediation can offer a creative way to 
resolve a dispute through discussion 
and collaborative problem solving. 
Experienced MBIE mediators will 
provide this service.  
under 
Mediation is:
 
» where those involved discuss their 
issue with the help of a mediator – 
a third party who is trained and has 
extensive experience in mediation 
 
» neutral and independent - 
mediators have no interest in a 
dispute other than helping those 
Released 
involved to reach their best 
outcomes
In partnership 
with NZSTA
MAY 2018 | 1

THE DISPUTE RESOLUTION PROCESS
INDEPENDENT MEDIATION SERVICE
Advantages of the mediation 
What happens at mediation
During this phase of the process, 
service
those involved might want to go into 
Stage 1 - Separate initial meetings
a separate session for some of the 
It is:
Those involved will be given separate 
time.  During separate sessions, the 
 
» professional - provided by a 
rooms where they can meet with their 
mediator may ask questions to help 
team that has sound mediation 
support people, and/or the mediator.  
them understand the potential impact 
experience and a strong interest in 
This room can be used throughout 
of different options. The mediator 
education  
the mediation process. Before the 
will work with everyone to help 
 
» timely – it’s relatively quick and 
mediation meeting, the mediator will 
them make the best choice from the 
straightforward to use
meet briefly with those involved and 
available options.
1982
 
» inclusive – makes it possible for 
their support people. They will explain 
Once an agreement has been 
everyone to be heard
the process and their role, the ground 
reached, the mediator will help 
rules for the mediation and what will 
 
» flexible – is flexible enough to take 
those involved record it in a written 
be expected of everyone during the 
Act 
account of everyone’s needs
settlement agreement. Everyone will 
process.  The mediator will answer 
be given a copy of this agreement.    
 
» autonomous – everyone makes 
any questions they have and get a 
their own decisions
better understanding of the dispute 
Stage 5 – Closure
 
from their point of view.  
» beneficial - ideally results in a 
The mediator will make a closing 
shared and signed agreement
The mediator will then have a similar 
statement and give everyone involved 
 
» future focussed – helps everyone 
separate meeting with the others 
a copy of the signed agreement.  
involved to move on
involved.
Further meetings can be arranged, if 
 
» independent – the mediator has no 
needed.  
Stage 2 – The joint meeting
interest in the dispute other than 
If no agreement has been reached, 
helping those involved to reach 
The mediator will start the joint 
the mediator will help everyone agree 
Information 
their best outcomes
meeting with introductions and 
on which issues are still unresolved 
an opening statement about the 
 
» free for parents, caregivers, 
and what the next steps could be.  
mediation process. The mediator will 
whānau and schools (this service 
then ask those involved to summarise 
The mediator will inform the Ministry 
is funded by the Ministry of 
the issue from their point of view 
whether or not the dispute has been 
Education).
(make an opening statement), 
resolved. Any other information will 
Who can attend mediation
usually starting with whoever asked 
be shared with the Ministry only with 
for the mediation meeting.  Those 
the agreement of everyone involved. 
Official 
Those involved can bring a support 
making opening statements will have 
person(s) and/or advocate to the 
uninterrupted speaking time.  After 
Collection and use of 
mediation, but they don’t have to. An 
opening statements have been made, 
personal information under 
the 
interpreter can also be arranged, if 
the mediator will summarise the 
the DRP
needed.
opening statements and work with 
To help the Ministry provide the 
It is important to consider the voice 
those involved to agree on an agenda 
right type of support under the DRP, 
of the child or young person in the 
for the meeting, if needed.  
we will need to collect personal 
mediation process. They should have 
information about those involved, 
the process explained to them and be 
Stage 3 – Exploring the issues 
including the child or young person, 
under 
given the chance to be present, and 
The mediator will encourage everyone 
parent and school. We will need 
take part, if everyone agrees.
to discuss the issue in more detail and 
to share this information with the 
to understand each other’s point of 
Ministry of Business, Innovation and 
view. They will do this by summarising 
Employment as part of the referral 
and reflecting what has been said and 
process. The Ministry will also use this 
asking questions. Everyone will be 
information to review how, and how 
encouraged to use this joint session to 
well, we provide support through the 
communicate openly with each other. 
DRP. 
Released 
Stage 4 – Working towards an 
Everyone involved will be asked to 
agreement 
sign a form giving us authority to 
collect and share this information. 
At this point the mediator will ask 
those involved to think about a range 
of options that might resolve the 
dispute.  
education.govt.nz
MAY 2018 | 2



Document 5
The Dispute Resolution Process
Ministry Facilitation
1982
Introduction
Role of the facilitator
Facilitation is available as part of 
They should ensure that all relevant 
 
» The facilitator will not take sides 
the Ministry of Education’s Dispute 
people are involved and that the child 
and will work with everyone 
Act 
Resolution Process (DRP). The DRP 
or young person’s views have been 
involved to help them find a 
provides help for schools and boards 
taken into account. 
practical solution. 
of trustees, parents, caregivers and 
 
» They will not make any decisions 
whānau, to resolve issues involving 
Facilitation is a process that:
but will help those involved to find 
children and young people with 
 
» focuses on resolving issues early
their own solutions.
additional learning needs. 
 
» gives those involved the 
 
» They should support and build 
If an issue has already been raised 
opportunity to discuss the issue 
on parent, caregiver, whānau and 
and discussed with the child or young 
with the help of someone from the 
school relationships and focus on 
person’s teacher and principal, and it 
Ministry who has been trained in 
outcomes for the child or young 
hasn’t been resolved, those involved 
facilitation
person. They should ensure that all 
can ask the Ministry for help from 
Information 
 
» gives everyone the opportunity 
relevant people are involved and 
someone trained in facilitation. It 
to step back and look at how the 
that the child or young person’s 
is free, informal, voluntary, locally 
situation can be put right, and 
views have been taken into 
provided and easy to access for 
consider their own actions, as well 
account. 
parents, caregivers, whānau and 
as those of others  
schools.
 
» The facilitator is also there to 
 
» needs everyone to be committed 
provide information to those 
Facilitators help schools and the 
to finding a solution that works 
involved about the services and 
Official 
child or young person’s parents, 
support available to them.
caregivers and whānau talk and work 
 
» ideally results in agreed next steps
together to find a practical solution. 
 
» does not stop anyone involved 
Who can attend facilitation
The facilitator won’t be there to 
from taking further steps if the 
Those involved can bring a support 
the 
advocate or enforce; they’re there to 
issue is not resolved. 
person(s) to the facilitation, but they 
help facilitate the hard conversations. 
don’t have to. An interpreter can also 
They support and build on parent, 
be arranged, if needed.
caregiver, whānau and school 
relationships and focus on outcomes 
It is important to consider the voice 
for the child or young person. 
of the child or young person in the 
under 
facilitation process. They should have 
the process explained to them and be 
given the chance to be present, and 
take part, if everyone agrees.
Released 
In partnership 
with NZSTA
MAY 2018 | 1





THE DISPUTE RESOLUTION PROCESS
  MINISTRY FACILITATION
What happens at facilitation
Collection and use of 
Step 1 – A facilitator will contact 
personal information under 
those involved to arrange a facilitated 
the DRP
meeting. 
To help the Ministry provide the 
Step 2 – At this meeting, the 
right type of support under the DRP, 
facilitator will introduce themselves 
we will need to collect personal 
and explain the purpose of the 
information about those involved 
meeting. The facilitator will then ask 
including the child or young person 
those involved to summarise the 
parent and school. If the issue goes to 
1982
issue from their point of view, usually 
independent mediation, we will need 
starting with whoever originally asked 
to share this information with the 
for help. 
Ministry of Business, Innovation and 
Employment as part of the referral 
The issue will then be discussed 
Act 
process. The Ministry will also use this 
further - everyone is encouraged to 
information to review how, and how 
play an active part in this discussion. 
well, we provide support through the 
During this time the facilitator will 
DRP. 
actively listen to everyone involved 
Everyone involved will be asked to 
and ask questions to get a better 
sign a form giving us authority to 
understanding of the issue. The 
collect and share this information. 
facilitator will use a joint problem-
solving approach and a range of 
techniques focused on helping those 
involved find a solution. 
Information 
Step 3 – The facilitator will record any 
agreed actions and provide a copy to 
everyone.
If those involved can’t agree on a 
way forward or run out of time, the 
facilitator may suggest a second 
Official 
facilitated meeting, or suggest the 
issue is referred to the Director of 
Education for review.
the 
under 
Released 
education.govt.nz
MAY 2018 | 2





Document 6
Resolving problems at school
Information for parents, caregivers and whānau of children 
and young people with additional learning needs 
1982
Every child and young person has the right to be in education. There might be 
times when you’re concerned your child’s learning needs are not being met or 
Act 
you’re worried about something that’s happening with your child at school or kura.
Start by talking things through with 
your child’s classroom teacher. It’s 
important that you talk to school 
staff as soon as any problem arises.

You might also like to talk to your 
family and whānau, a friend, a 
community or support organisation, 
a kaumatua or iwi representative, 
or a Learning Support staff member 

Information 
you’re comfortable with.
If you’ve discussed the problem with 
the staff who work closest to your 
child and you’re still worried, the 
following steps might help you work 
towards a solution. Remember, you 
don’t have to work through things 
Official 
alone and can have support people 
alongside you if you need them.
Each school has its own processes 
the 
for handling complaints. Please keep 
these in mind when talking to your 
child’s school.
Making an appointment is very 
Step 2 – Prepare
important. For a problem to be dealt 
Step 1 – Know the school and 
Gather information, making sure 
with, the people involved need to be 
who to talk to
it’s accurate (it can help to make 
under able to give it their full attention. You  notes). Can you describe the problem 
Ask for a copy of the school’s charter 
might find a busy teacher or principal 
or issue clearly? Has something 
or strategic plan as well as the 
tries to get you to talk about it then 
happened that’s worrying you? Be 
school’s policy on meeting learning 
and there.
specific. 
support needs (previously special 
Avoid this. Describe the issue in one 
education), and their complaints 
Find someone you trust who will 
sentence and then say “I (or we) 
procedure.
listen. They can suggest options and 
really want to be able to discuss this 
help you make a plan, and provide 
If the issue is not resolved, find out 
without interruptions”.
advice on how to approach the 
who you should talk to next and 
Making an appointment can be the 
school, including who you might like 
Released 
arrange a time to meet. This person 
most important step in the process – 
to take with you for support.
might be the principal or, if it’s a 
it makes it clear this is an important 
larger school, another senior staff 
You could also talk to specialists and 
issue for you and allows people the 
member, such as a deputy, assistant 
people who know your child and their 
time to be heard and to come up with 
or associate principal.
needs.
positive solutions.
In partnership 
with NZSTA
MAY 2018 | 1

INFORMATION FOR PARENTS, CAREGIVERS AND WHĀNAU
 RESOLVING PROBLEMS AT SCHOOL
Step 3 – Discuss
Step 4 – Resolve
Using the Ministry’s Dispute 
When you go to the meeting, take 
When you’ve come to an agreement, 
Resolution Process*
notes. You might find it helpful to 
write it down and develop a plan 
The Ministry’s Dispute Resolution 
take a support person. The teacher 
to put things into action. You might 
Process is an extra tool to help you 
or principal might also have someone 
want to organise another meeting to 
get a problem solved as quickly as 
with them.
discuss progress of the plan.
possible. It is voluntary and there is no 
Keep the discussion as free of 
charge to schools or parents for this 
Step 5 - If the issue is 
emotion as possible:
support.
unresolved
 
» have a positive vision for your 
You can use this process if you’ve 
If you don’t feel the problem has been 
1982
child’s future
spoken to your child’s teacher or 
solved or you’re still concerned, you 
principal, but can’t agree a way 
 
» concentrate on resolving the 
might want to contact the school’s 
forward. You won’t be able to use it if:
problem
board of trustees. You could also 
 
» you’ve already taken your concern 
Act 
 
» focus on the issue, your child’s 
contact a parent support group or a 
to the board and it has given you 
needs and your concerns, not on 
disability advocacy group for advice 
its decision
the person you’re talking to
and support.
 
» you’ve already made a complaint to 
 
» identify all the options and the best 
If you feel you can’t solve this on your 
the Human Rights Commission or 
solutions for your child
own, you can ask the Ministry for help 
the Office of the Ombudsman.
 
from a facilitator under the Ministry’s 
» listen to the school’s perspective, 
Ministry facilitation: If you and the 
their needs and issues and offer 
Dispute Resolution Process. They will 
school agree, you can ask the Ministry 
positive suggestions 
help you and the school work through 
the issue.
for help from someone trained in 
 
» be constructive
facilitation. They will help you and 
 
» take a long-term view and keep 
your child’s school talk and work 
Information 
communication lines open.
together to find a practical solution.  
Resolving problems at school
Official 
Parent discusses 
issues with teacher 
and/or principal
the 
If not resolved
Parent and school request review.  
Parent and school can ask for 
If not resolved
Ministry of Education Regional Director  
Ministry of Education facilitation - 
checks that everything that should have been 
facilitation meeting held
done has been done
under 
Director approves independent 
mediation if considered helpful to 
Director 
resolving issue - mediation meeting 
Parent can write to 
recommends 
held if everyone agrees
the school board
other options
Released 
Parent can contact external agencies  
If parent disagrees with decision
e.g. Human Rights Commission,  
Decision
Office of the Ombudsman, about  
their ongoing concerns
MAY 2018 | 2



INFORMATION FOR PARENTS, CAREGIVERS AND WHĀNAU
 RESOLVING PROBLEMS AT SCHOOL
Ministry review: If a facilitated 
You might want to take a friend or 
meeting doesn’t work, you or your 
support person along when you meet 
Useful contacts
child’s school can then ask for a 
the board.
Ministry review. This review will check 
Ministry of Education:
Unless your complaint is about the 
that everything that should have been 
principal, the board will expect that 
Auckland regional office
done has been done.
you have already completed all the 
Phone: 09 632 9400
Independent mediation: If the 
steps of the school’s complaints 
Email: enquiries.auckland@
Ministry thinks it would be helpful, and 
procedure before bringing the matter 
education.govt.nz 
everyone agrees, it will arrange for 
to them.
Whanganui/ 
independent mediation. The mediator 
Manawatu regional office 1982
will hold a meeting to make sure 
Making a complaint about a 
Phone: 06 349 6300  
everyone’s views are heard and to 
school
Email: enquiries.whanganui@
help you and your child’s school agree 
If you think the board of trustees has 
education.govt.nz
the best way forward for your child.
Act 
not followed the school’s complaints 
Nelson, Marlborough/ 
It’s important to remember that the 
process properly, or you want to 
West Coast regional office
Ministry is not there to speak on 
challenge some part of the process, 
Phone: 03 546 3470 
anyone’s behalf or to enforce. The 
you can contact the Ministry’s 
Email: enquiries.nelson@
Ministry is there to help you and 
Director of Education for your region. 
education.govt.nz
your child’s school solve problems 
You can also make a complaint to 
National office
together. 
the Office of the Ombudsman. The 
Phone: 0800 622 222
Ombudsman can investigate the 
Email: learningsupportmailbox@
Taking your problem to the 
process the board of trustees used 
education.govt.nz
school board
to deal with the complaint and make 
recommendations.
If you want to take an issue to the 
Student Rights Service:
Information 
board, this needs to be in writing. 
You can also contact the Human 
Community Law
Your request needs to be received in 
Rights Commission or the Office of 
Free phone: 0800 499 488
time to be placed on their monthly 
the Children’s Commissioner at any 
http://studentrights.nz/
agenda. 
time.
Office of the Ombudsman:
You might be asked to come to the 
*Rollout of the Dispute Resolution 
Free phone: 0800 802 602 
board meeting to discuss the issue 
Process is being phased, with services 
Email: info@ombudsmen.
Official 
or, in some cases, the board might 
initially being offered in three regions: 
parliament.nz
form a committee to look into your 
Auckland, Whanganui/Manawatu and 
complaint. 
Nelson/Marlborough/West Coast.
Office of the Children’s 
Commissioner:
the 
Free phone: 0800 224 453 
Email: [email address]
Human Rights Commission:
Free Phone 0800 496 877
Email: [email address]
under 
Released 
education.govt.nz
MAY 2018 | 3




Document 7
Lucy Jordan
1982
From:
9(2)(a)
 (Confluence) <[email address]>
Sent:
Thursday, 5 September 2019 4:10 pm
To:
Leo Trompetter
Act 
Subject:
[confluence] Sector Enablement & Support Hub > The Learning Support Dispute Resolution Process
There's 2 new edits on this page 
 
The Learning Support Dispute Resolution Process 
 
 
 
 
9(2)(a)
 edited this page
Information 
 
 
Here's what changed:
The Learning Support Dispute Resolution Process (DRP) was 
Official 
implemented first implemented in three regions (1) Auckland, (2) 
To help 
protect your 
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Taranaki, Whanganui, Manawatu, (3) Nelson Nelson, Marlborough, 
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West Coast from the beginning of Term 2, 2018. We Coast from May 
the 
2018, and to an additional three regions (4) Wellington, (5) Bay of 
Plenty, Waiakari, (6) Hawkes Bay, Gisborne from term 2, 2019. We 
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#2a6ebb 
will evaluate the DRP to inform future decision making/next steps. 
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white 
Directors of Education will decide who will have oversight of the 
implementation of the DRP in their region. 
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under 
Definitions  
1.  Children and young people with additional learning needs are 
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defined as those experiencing disability, difficulty, 
disadvantage, or challenges to progressing learning. 
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2.  Disputes involving schools and parents are defined as issues, 
concerns and complaints being referred to the Ministry’s 
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facilitation and points beyond. 
Every child and young person has the right to be in education. The 
title 
National Contact 
Ministry of Education’s Dispute Resolution Process (DRP) is about 
 
Act 
ensuring that all children and young people with additional learning 
needs are able to enrol, attend, participate and learn at school. Our 
To help 
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focus is on restoring relationships so that parents, caregivers, 
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whānau and schools can focus on their children and young people, 
and their potential. 
The DRP does this by supporting parents, caregivers, whānau and 
id 
owner 
schools to come together and work through challenging issues for 
 
children and young people with additional learning needs, where 
 
these issues have not been able to be resolved at a school level. 
Name 
These issues and concerns may relate to the child or young person’s 
Information 
access, presence, participation or learning. 
 
Team 
The DRP has been developed in partnership with the New Zealand 
School Trustees Association (NZSTA), with advice from the 
Business  Learning Support Group 
Government Centre for Dispute Resolution (GCDR), and with advice 
Owner 
and input from other key stakeholders. Input into the process has 
also been provided by the New Zealand Principals’ Federation 
P
Official  hone  0800 622 222 
(NZPF), Secondary Principals Association of New Zealand (SPANZ) 
and Parent to Parent, as well as from the education sector, disabled 
persons’ organisations, parent support groups and teacher unions. 
Email 
[email address] 
the 
Feedback was also given by a group of young people from People 
First. 
Next 
22 Aug 2020  
review 
Most schools will have a clear process for managing parents’ issues 
due 
and concerns and will provide information about this process. 
However, sometimes talking to a teacher or the principal won’t 
Updated 
under 
resolve the issue. If this happens, parents, caregivers and whānau, 
 
or schools can access the DRP which aims to get the problem solved 
 
as quickly as possible. It’s an extra tool to help parents, caregivers, 
 
 
whānau and schools come together and solve challenging issues. It 
 
 
2
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is free, informal, voluntary, locally provided and easy to access for 
parents, caregivers, whānau and schools. 
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The DRP can’t be used if: 
  the issue has already been taken to the school’s board of 
trustees and it has given its decision 
Act 
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#2a6ebb 
  a complaint has already been made to the Human Rights 
Commission or the Office of the Ombudsman. 
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White 
Please note that the Dispute Resolution Process follows on from the 
Complaints Process. For further information on the Complaints 
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White 
Process, please visit the Complaints Process Service Guide.  
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#2a6ebb 
Regional contacts:  
Auckland Regional Office:9(2)(a)
Roger Phillipson, Manager 
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solid 
Learning SupportSystems and Services, PB4L Auckland; 09 632 
94009545; 
title 
Tools and Resources 
Information 
9(2)
roger9(2)(a)
[email address]  
 
(a)
Taranaki/Whanganui/Manawatu Regional Office: Jillian Watt, Service 
  Key Information on the Dispute Resolution Process  
Manager, Learning Support; 06 349 6300; 
  DRP in Action  
[email address]  
  DRP Outcomes  
  DRP General Information (for internal and external 
Nelson, Marlborough/West Coast Regional Office: 9(2)(a)  
stakeholders)  
Official 
9(2)(a)
Robyn McLeary-Hooper, Manager Learning Support; 03 
  DRP Information for Parents  
546 3470539 1552; 
  DRP Information for Schools  
9(2)(a) robyn.9(2)(a)
@[email address]  
  DRP Information for Boards of Trustees  
the 
Wellington Regional Office: Andrea Williams, Manager Learning 
  DRP Information on Facilitation for Parents and Schools  
Support; 04 463 8686; [email address]  
  DRP Information on Mediation for Parents and Schools  
  DRP Independent Mediation Service Standards and 
Bay of Plenty/Waiakari Regional Office: Dawid de Villiers, Manager 
Timeframes  
Learning Support; 07 571 7828; [email address]  
  Process for Sending out DRP Survey Questionnaires  

Hawkes Bay/Gisborne Regional Office: Shane Grego
under  ry, Service 
  Ka Hikitia  

Manager, Learning Support; 06 833 8318; 
  Pasifika Education Plan  

[email address]  
  High Level Indicative Process 1: Dispute Resolution 
Process  
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To help 
To help 
protect your 
protect your 
1982
privacy, 
privacy, 
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titleColor 
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titleBGColor 
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titleBGColor 
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borderStyle 
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title 
Service Guide 
title 
Templates and Forms 
Information 
 
 
  Dispute Resolution Facilitation Debrief Form  
To help 
protect your 
  DRP Authority to Collect and Share Information Form  
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  DRP Mediation Intake Referral Form  
  Review Checklist for Director of Education  
  DRP Facilitation Meeting - Agreed Actions  
Official 
id 
Service Guide 
  Parent Facilitation Feedback  
  Parent Facilitation Follow Up  
tabLocation 
left 
  Parent Mediation Feedback  
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  Parent Mediation Follow Up  
 
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Service Standards 
 
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Service Standards  
Facilitator  
Act 
  I will contact those involved and organise a 
facilitated meeting at the earliest opportunity within 
15 working days after contact. 
  I will follow up with those involved to check if the 
issue is resolved as agreed at the meeting within 5 
working days of meeting. 
Director of Education  
  If issues are not resolved, I will review the concern 
and make a decision within 5 working days of 
facilitation meeting. 
Information 
Manager Learning Support  
  If mediation is approved by the Director, I will 
contact parents and school to check all agree to 
attend mediation and send the referral to mediation 
service within 5 working days from review. 
Mediation Service  
Official 
  I will complete mediation and communicate 
outcome within 20 working days of referral by the 
Ministry. 
the 
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Legislative and Policy Requirements 
 
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Legislative and Policy Requirements  
There are no legislative and policy requirements for the 
Act 
Dispute Resolution Process. 
Practice Guidance  
Please note that the Dispute Resolution Process follows on 
from the SE&S Complaints Process. 
For further information on the Complaints Process, please 
visit the Complaints Process Service Guide.  
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Practice Guidance - Minimum required actions 
 
Practice Guidance - Minimum required actions  Official 
Please note that the Dispute Resolution Process follows on 
from the SE&S Complaints Process. For further information 
on the Complaints Process, please visit the Complaints 
the 
Process Service Guide.  
Trigger  
  If a parent or school leader contacts the MOE about 
an ongoing concern that they have not been able to 
under 
resolve, check that the parent, teacher and school 
6
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1982
leader have already had discussions but have been 
unable to resolve the issue. 
  Offer a facilitated meeting between those involved, 
Act 
if appropriate. Provide information about DRP to 
those involved, and obtain their consent to be part 
of the process.  
Assessment  
  BAU work with the Manager Learning Support to 
assess whether the DRP could help those involved. 
  If parent and school agree, work with the Manager 
Learning Support (or delegate) to identify a 
facilitator and update the facilitator on 
Information 
issues/concerns and progress so far. 
  Facilitator - Contact those involved and organise a 
meeting at the earliest opportunity after contact 
(refer to service standards above). 
  Record agreed actions from meeting and send to 
those involved. 
  If the concern is unresolved, refer the issue to the 
Official 
Manager Learning Support for review by the 
Director, if agreed by everyone, to check that 
everything that should have been done, has been 
the 
done. 
  If not resolved, and everyone agrees, Manager 
Learning Support initiates a review by the Director 
of Education. 
  Director of Education undertakes review. Director 
reviews concern and makes a decision regarding 
under 
whether to refer to mediation if this would be helpful 
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1982
to resolving the issue OR recommends other 
options. 
  If mediation approved, the Manager Learning 
Act 
Support contacts those involved to see if they wish 
to access mediation.  
  If agreed by those involved, Manager Learning 
Support sends referral to MBIE Mediation Service 
Outcome  
  Hold facilitation meeting and communicate agreed 
actions/next steps 
  After facilitation follow up with those involved to 
ensure the concern has been resolved as agreed at 
Information 
the meeting (refer to service standards above). 
  Mediation held and MBIE communicates with the 
Ministry that the issue is resolved or unresolved, 
and any terms of settlement/next steps that those 
involved wish to share with the Ministry 
Official 
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Practice Guidance - Considerations 
 
Practice Guidance - Considerations  
under 
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Please note that the Dispute Resolution Process follows on 
from the SE&S Complaints Process. For further information 
on the Complaints Process, please visit the Complaints 
Act 
Process Service Guide.  
Trigger  
  What is the dispute/issue? 
  What information will you need to carry out the 
facilitation, / review and mediation? 
Assessment  
  What steps have been taken by the parent(s) and 
Information 
school so far? (Facilitation, mediation, 
correspondence and/or meetings with the school, 
written to the school board?) 
  Who needs to be at the facilitation and/or mediation 
in your view? 
  What information do parents and schools need 
about the DRP, facilitation and/or mediation?  Official 
  How are the views of the child or young person 
being included? 
  Are there any safety issues we need to be aware 
the 
of? 
  Are there any health or accessibility issues we need 
to be aware of in order to provide parents and 
school the opportunity to participate effectively in 
facilitation and/or mediation, (e.g. hearing, vision, 
speech or other disabilities or needs)? 
under 
  Do any of those attending the meeting need an 
interpreter? 
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1982
  Are there any cultural needs that need to be 
considered? 
  Which venue would be suitable for the facilitation? 

Act 
  Have arrangements been made for the facilitator to 
debrief with a Ministry colleague after the meeting if 
needed?  
  Is there anything else we might need to know? 
  What information does the Director need to 
complete a review?  
Outcome  
  Does the facilitator/mediator have the right 
information prior to the meeting and are they well 
Information 
prepared? 
  Do the parents and school representatives have the 
right information about the DRP and facilitation 
and/or mediation? 
  Have the views of the child or young person been 
taken into account? 
  Have the cultural and other needs of the 
Official 
participants been taken care of? 
  Is the process satisfactory in terms of the DRP 
principles? 
the 
o  Focussed on child or young person and 
accessible 
o  objective and fair 
o  effective, efficient, and accountable 
under 
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Practice Guidance - Documentation 
 
Practice Guidance - Documentation  
Please note that the Dispute Resolution Process follows on 
from the SE&S Complaints Process. For further information 
on the Complaints Process, please visit the Complaints 
Process Service Guide.  
Information 
Trigger  
  Provide and ensure parents and school 
representative sign authority to collect and share 
information form 
  Provide information sheets for parents and schools 
on DRP, facilitation and mediation 
Official 
  Create DRP job in CMS and update with actions 
and decisions. This includes attaching summary of 
actions after facilitation and outcome of mediation 
the 
Assessment  
  Complete referral form for mediation 
  Record outcome and agreed actions after 
facilitation 
under 
  Send out appropriate feedback survey links to 
parents, schools and facilitators 
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Outcome  
  Documentation completed and filed in CMS 
Act 
  Copies of relevant agreed actions following 
facilitation and/or mediation shared with parent and 
school. 
  Consent to participate in DRP received from parent 
and school 
  Send feedback survey questionnaires to parents, 
schools and facilitators, and three month follow up 
survey questionnaires to parents and schools.  
Information 
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Roles and Responsibilities 
 
Official 
Roles and Responsibilities  
Ministry  
the 
The Ministry will get involved at the request of a child or 
young person, parent or school. We’ll do this once the 
parent and school have discussed the issue and they have 
had the chance to put things right. The DRP is about 
building on schools’ processes, not replacing them. The 
Ministry can also provide guidance to parents o
under  n raising an 
issue with a school or the board. 
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The Ministry is not there to speak on anyone’s behalf 
(advocate) or enforce. We’re there to help facilitate the 
hard conversations and to help parents and schools solve 
Act 
problems together.It is also important to consider the voice 
of the child/young person in the DRP. The child or young 
person should have the process explained to them and be 
given the chance to be present, and take part, if everyone 
agrees.The Ministry has: 
  developed clear and accessible information for 
parents, caregivers, whānau and schools about how 
to raise issues with each other in an effective way 
  provided training in facilitation for selected Ministry 
Information 
staff 
  allocated funding for mediation, with this service 
being provided by the Ministry of Business, 
Innovation and Employment (MBIE) for the initial 
rollout in three regions. 
Ministry Staff – Business As Usual  
Official 
The DRP formalises much of the work staff already do to 
facilitate challenging conversations between schools and 
parents.The Ministry is contacted about issues, concerns 
the 
and complaints through its national and local offices. A 
variety of subjects are raised. Contacts can range from 
expressions of dissatisfaction about an issue and asking for 
help from the Ministry, to serious and formal complaints. 
Issues, concerns or complaints from parents, caregivers, 
under 
whānau and schools relating to a child or young person 
with additional learning needs will continue to be managed 
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by the local Ministry office. The DRP is not intended to 
replace schools’ own processes so parents, caregivers and 
whānau are advised to first raise an issue with their child’s 
Act 
teacher and principal. The DRP is only available where the 
issue or concern has already been raised. 
Information about the DRP is available for parents, 
caregivers, whānau and schools. 
Partner Organisations (NZSTA, Parent to Parent, 
NZPF,SPANZ)  
National office will ensure partner organisations are kept 
informed of progress at a national level. The three regional 
DRP implementation teams supporting the rollout are 
Information 
expected to work with local representatives from their 
partner organisations to support implementation. Our 
partner organisations will support the DRP by ensuring 
information about the DRP reaches parents, caregivers, 
whānau and schools. 
Individuals involved in a dispute (e.g. parents, 
Official 
caregivers, whānau,child or young person, schools)  
Everyone involved in a dispute is responsible for ensuring 
that where possible the views of the child or young person 
the 
is heard. They are also responsible for preparing for 
meetings, taking part constructively in discussions and 
implementing any agreed action plan. If the issues or 
concerns are still not resolved, a Ministry review can be 
requested to make sure that everything that should have 
been done has been done. If helpful, and everyone agrees, 
under 
the Ministry will consider referral to the mediation service. 
Ministry Facilitators  
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If an issue has already been raised and discussed with the 
child or young person’s teacher and principal, and it hasn’t 
been resolved, those involved can ask the Ministry for help 
Act 
from someone trained in facilitation. Facilitators help 
schools and the child’s parents, caregivers and whānau 
talk and work together to find a practical solution. The 
facilitator won’t be there to advocate or enforce; they’re 
there to help facilitate the hard conversations. They should 
support and build on family and school relationships and 
focus on outcomes for the child or young person. They 
should ensure that all relevant people are involved and that 
the child or young person’s views have been taken into 
account. 
Information 
  The facilitation process is intended to be more 
informal than mediation. Ministry facilitators will 
generally have the following knowledge, skills, 
experience and personal qualities: 
  An understanding of, and experience in, 
facilitation.•A clear idea of the purpose and 
Official 
boundaries of their role. 
  An ability to provide facilitation in a way that 
preserves relations between those involved. 
the 
  An understanding that they do not act as an 
advocate or support person for anyone involved. 
  An ability to communicate and work effectively with 
others who have diverse cultural backgrounds and 
languages. 
  Knowledge of using interpreters to communicate 
under 
with those involved. 
  An understanding of the education sector and 
learning support. 
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  Knowledge of the diverse and unique education, 
health and care needs of children and young people 
with additional learning needs. 

Act 
  Knowledge of the services and support available, 
and the ability to have the right people involved. 
  An understanding of relevant human rights, privacy 
and education law. 
Facilitators use a joint problem-solving approach and a 
range of techniques focused on helping those involved 
agree a way forward. The responsibility for the 
implementation of any agreed actions rests with those 
involved.The facilitator can help to organise the facilitated 
meeting. 
Information 
The facilitator will record any agreed actions and provide a 
copy to those involved. The facilitator is also responsible 
for recording the agreed actions and outcomes from the 
meeting in CMS and reporting on the issue to the Manager 
Learning Support (or their delegate). 
If those involved can’t agree on a way forward or run out of 
Official 
time, the facilitator may suggest a second facilitated 
meeting, or suggest the issue is referred to the Director of 
Education for review. The issue will then be referred back 
the 
to the Manager Learning Support. This will be recorded in 
CMS. 
Manager Learning Support  
The Ministry’s Manager Learning Support provides 
under 
leadership for the DRP in their region and is responsible for 
making sure facilitators are allocated appropriately and the 
issue or complaint is recorded in CMS. The Manager 
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Learning Support can also initiate a review by the Director 
of Education to ensure that everything that should have 
been done has been done, if asked to do so by those 
Act 
involved and with their agreement. The Manager Learning 
Support lets those involved know the outcome of the 
review, which may include other options such as the 
Ministry working with them if more can be done to 
supportresolution, or making a referral to the mediation 
service. 
Director of Education  
As above, at the request of the Manager Learning Support, 
the Director may undertake a review to ensure that 
everything that should have been done to assist the child 
Information 
or young person has been done. This may include looking 
at other options such as the Ministry working with those 
involved, if they feel more can be done to support 
resolution, or approving mediation as a next step. 
DRP Mediation Service  
Official 
If the Director has approved mediation and those involved 
agree, the Manager Learning Support will make a referral 
to the mediation service provided by the Ministry of 
Business, Innovation and Employment (MBIE). MBIE 
the 
employs trained, skilled and experienced mediators who 
are members of an approved dispute resolution 
organisation. They have extensive experience and well-
established procedures to manage dispute mediation 
across a range of topic areas. This experience makes it 
appropriate for them to be contracted to supply
under  mediation 
services during phase one. 
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Add questions to help staff understand service and use 
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around what FAQ could be useful. 
 
 
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