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Kia ora Nic

Thank you for your request for information below. The Ministry will
consider and respond to your request in accordance with the Official
Information Act 1982 (the Act).

 

Under section 15(1) of the Act, we are required to make and inform you of
our decision on your request as soon as reasonably practicable and in any
case not later than 20 working days after the day on which your request is
received.  You can therefore expect to receive our decision on your
request on or before the 11 December 2024.  If more than 20 working days
are needed due to the potential workload and/or consultations involved in
answering your request, we will notify you accordingly.

 

The Ministry may publicly release on our website the response to your
request five days after you have received it. Any personal information
will be removed.

 

In the interim, if you have any questions about your request, please email
[1][email address].

 

Ngā mihi

 

Enquiries National Team | Ministry of Education - TW
[2]education.govt.nz  |  [3]Follow us on Twitter: @educationgovtnz

[4]Te TD huhu o te MD tauranga

 

 

 

 

-----Original Message-----

From: Nic Lane <[5][FOI #29180 email]>

Sent: Wednesday, November 13, 2024 4:34 PM

To: Enquiries National <[6][email address]>

Subject: Official Information request - Complaints Process Approachability
(MoE)

 

Dear Ministry of Education,

 

Can you please supply information regarding your complaints process
detailing how you have focussed on designing for Aotearoa’s diverse
population.

 

Specifically, I would like to understand how the ministry ensures the
complaints process is rights-based, approachable and accessible across
different languages and alternative formats.

 

Please provide the following:

Documentation of the Complaints Process

- An outline of the complaints process, including step-by-step details on
how individuals can lodge a complaint and any flowcharts to understand
this process.

 

Accessibility Design for Languages

- Information on the languages supported within the complaints process,
including te Reo Māori, New Zealand Sign Language, and any other languages
available.

- Details of any written, spoken, or digital resources available in these
languages to assist complainants through the process.

- Any specific strategies or initiatives to support complainants whose
first language is not English.

 

Alternative Format Availability

- Information on the availability of alternative formats (e.g., Easy Read,
BRF, Oral) for complaints documentation and resources.

- Timelines around when these Alternative Formats if not provided will be.

 

Approachability and Inclusivity Design

- Any documents, guidelines, or assessments outlining how the ministry has
incorporated inclusivity and approachability into the complaints process,
particularly to support individuals with disabilities or language
barriers.

 

Evaluation and Feedback Mechanisms

- Information on how the ministry evaluates the effectiveness of these
accessibility measures, including any feedback mechanisms from the public
to improve the process.

 

Please prioritise the supply of these in documents where possible in a non
PDF formats.

 

Thanks in Advance,

 

Nic Lane

 

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References

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2. http://www.education.govt.nz/
3. https://twitter.com/mineducationnz
5. mailto:[FOI #29180 email]
6. mailto:[email address]
7. mailto:[FOI #29180 email]
8. mailto:[Ministry of Education request email]
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