Who can I contact?

Information about where you can find more information on school transport assistance, and who you can contact about school transport matters.

General information about school transport can be found within the School Transport pages. The school’s bus controller or principal can provide more specific information, and you should send most questions or complaints to them in the first instance. If you have any direct, serious or urgent complaints please contact the Ministry’s service agents, New Zealand Transport Agency, or the New Zealand Police.

Information on school transport assistance and how to apply

Refer to the other pages in this section and the fact sheets. Application forms can be downloaded from the eligibility page. The bus controller or principal can also give you application forms and discuss the criteria with you. If necessary, they can obtain further information from the service agent contracted by the Ministry to manage school transport assistance in the region.

Concern with a decision about assistance for my child

In the first instance, you should discuss the reasons for the decision with the school bus controller. If you are still convinced there has been a mistake, contact the service agent or ask the school bus controller to do so.

For students with special education needs, there is a process for reviewing applications. Contact the principal of the school or the Ministry Group Special Education Manager, who will liaise with you about the final decision.

Concern about school bus or driver safety matters

Contact the school bus controller or principal, who will refer any issues to the service agent (see table further down the page). If possible, make the complaint in writing, including as much relevant information as you can. If the complaint is serious or urgent, contact New Zealand Transport Agency (about serious safety defects) or the New Zealand Police (if you consider that a breach of law is posing an immediate safety risk – for example, drink driving).

Concern about the location of a bus stop

School bus stops are decided on with safety as the main consideration. If you have concerns about the safety of a bus stop, contact your school bus controller or school principal, preferably in writing. If there has been a specific incident try to include appropriate details. The bus controller will work with the service agent and bus operator to resolve the issue.

What if I want a bus route changed or extended?

Contact the school bus controller. Service agents survey all routes every two years, but can adjust them at other times if student numbers and locations change. A caregiver can pay to have a route extended beyond policy as long as there is no disadvantage to eligible students using the bus and there is no safety risk.

General process for resolving complaints

When you raise a complaint with your school, the school will report the complaint to your local service agent, who will then work towards resolving the issue. In most cases a reasonable approach and good communication will solve any problem that may exist. Complaints are generally dealt with as follows:

Step	Action
1	Complaint is made to the school. School records complaint details and provides these to the service agent.
2	Service agent receives complaint and records details on a complaints form
3	Is the complaint regarding a bus driver/operator, a vehicle or a route/service?
4	Bus driver/operator Service agent contacts bus operator. Bus operator investigates complaint to ensure they are complying with contractual and legal requirements. Where concerns are serious or ongoing, service agent escalates concerns to the Ministry of Education to consider termination of contract, and the NZ Police if appropriate (eg drink driving). Vehicle Service agent notifies bus operator Bus operators ensures their vehicles meet requirements. Where concerns are serious or ongoing, service agents contact relevant agencies plus the Ministry of Education. Route/service Service agent investigates to ensure all safety and policy requirements are met. Service agent liaises with concerned parties to resolve issue.
5	Service agent records outcome and liaises with complainant regarding the outcome.

Can I contact the Ministry if I’m not happy with how my complaint is dealt with?

In most cases, where the service agent requires guidance to resolve a complaint they will contact the Ministry to seek advice. However, if you are unhappy with the way your complaint has been dealt with by your local service agent and want to contact the Ministry for further advice, you can email resourcing@minedu.govt.nz [no spam] or call the Resourcing Division Contact Centre on (04) 463 8383.