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Frequently Asked Questions

Check out our frequently asked questions in the tabs below.

What is child abuse?

Child abuse is any form of physical, emotional or sexual mistreatment or lack of care that leads to injury or harm. It commonly occurs within a relationship of trust or responsibility and is an abuse of power or a breach of trust. Abuse can happen to a child regardless of their age, gender, race or ability. Abusers can be adults (male or female) and other young people, and are usually known to and trusted by the child and family. That makes recognising and responding to what you are seeing and hearing difficult for many people. Remember, the unbelievable is believable in relations to child abuse and neglect.

What does the term safeguarding mean?

Safeguarding is about prevention of harm and early intervention to minimise the impact on the child. Some examples of safeguarding are: Having a robust Child Protection Policy which everyone in the organisation knows and uses. Child Protection training. People who work with children and attend training on child protection early in the career and at least 2 yearly thereafter are more likely to identify abuse and neglect and report their concerns. The whole community working together and putting the child at the centre of their focus.

I’m unsure about reporting suspected child abuse – what should I do?

Suspected child abuse is always investigated by Police and/or Oranga Tamariki (formerly CYFS). A starting point might be a call to your local child protection team at the Police Station or a call to a social worker at Oranga Tamariki. But if in doubt, make a Report of Concern. Over and over again we hear the phrase “what if I’m wrong?” Turn that around and ask yourself “what if I’m RIGHT?” Always remember: if you think the matter requires urgent attention, always call the Police on 111 A Report of Concern can be made by calling 0508 FAMILY (0508 326 459) or by Email: contact@ot.govt.nz

What should I put in a Report of Concern?

You can find information about putting in a report of concern on our website here

If I make a Report of Concern will a family lose their kids?

We can understand your concerns. Oranga Tamariki is the lead agency in New Zealand for looking after the welfare of children. They would always make every effort to keep a family together, but occasionally that is not possible. Sometimes Oranga Tamariki has to make an application to a judge for a child to be removed. This only happens in the most severe cases and as a last resort. Most of the time Oranga Tamariki responds to concerns by coordinating support services that can help families to improve the situation.

Who should participate in child protection training?

We believe that anyone and everyone who comes into contact with children through their work, as a volunteer, or as part of a whanau (family) or wider community, should be able to recognise potential signs of abuse and neglect and know what to do about it. We believe it is really important that everyone who sees a family or child has the same understanding of what to look for and what to do if they are concerned about a child or young person.


What do you offer that is different from other child protection training?

Our team have all worked within the community in roles that have involved safeguarding children. We know what it is like to be faced with concerns about a child or young person. Our hands-on approach will empower you and give you the confidence to do the right thing. We come from a variety of professional backgrounds and show the many ways we can work together to keep children safe.

We offer a flexible, blended learning approach, with a variety of workshops and seminars, an eLearning course and one to one tailored support for organisations.

Our online courses are New Zealand’s only publicly available online courses tailored to New Zealand legislation.

We apply national and international best practice to our training, and we also use our own surveys to make ongoing improvements. We survey participants in our training to measure impact and ask for feedback. We also use our surveys to tailor our training to the needs of our audience, where possible.


Why do we need to have safeguards such as a child protection policy and procedures in place?

A robust child protection policy and procedures are vital for any organisation or group because they guide you on how to:

  • Protect children and young people from harm and abuse
  • Enable staff and volunteers to know what to do if they are worried about a child or young person
  • Show that your group is responsible, recruits safely and has pride in its work
  • Make your organisation a place to avoid if you are a person who harms children


Which Online Course is right for me?

Check out the course descriptions to see which course suits your needs.

Does my access to the course expire?

Currently, your course access does not expire but this may change in future. We will let you know if this is the case.


How do I resume the course?

Go to the ‘My Account’ page when logged in – select your course and then the click on the button ‘Resume Course’ half way down the page.


I’ve forgotten my user name

The website autogenerates a user name based on the first part of your email address (before the @ sign). If this doesn’t work, or you changed it manually, please contact us on office@safeguardingchildren.org.nz or 027 772 4469 and we will issue you with a new user name. Please note it may take a couple of days for us to process your request and queries are responded to Monday to Thursday only.

I’ve forgotten my password.

Your password can be reset using the email address you used to set up your account. See ‘How do I reset my password’.

How do I reset my password

Go to the log in page (on the top menu bar). Click on the link ‘Lost your password?’ Enter your email address, click ‘Get New Password’ and a reset link will be emailed to you.

Someone else created my account. Can I change the name on my online course certificate?

Click on ‘My Account’ in the top menu bar when logged in. You are able to change the account details (including first name and last name). The new details will be then be reflected in your certificate (available in the course, once you have completed – in a box on the bottom right).

I am using a shared computer and I have been automatically logged in to someone else’s account.

You will need to log out of the online course – click on ‘Log Out’ in the top menu bar. Then you will need to clear your internet browsing history, so that you aren’t automatically logged in again to someone else’s account. You will then need to log in again with your user name and password.

Which internet browser should I use? 

We recommend using Google Chrome for the best user experience. 


I have been issued with a coupon code to access the Online Course – how do I use it?

Go to the Online Course home page and select the course your coupon relates to. Click ‘Add to cart’. You will see a grey box called ‘Coupon Code’. Click on this and add your coupon details, then click ‘Apply Code’. The cost of the course will be adjusted accordingly. Click ‘Proceed to Checkout’. Add your Billing Details, as this will create your account and allow you to access the course (you will need to do this even if your coupon has reduced the price of the course to zero).

I have received the message ‘coupon usage limit has been reached’ 

This could be one of two things. Either you are already registered, and therefore can’t log in again using the coupon (only one coupon code can be used per customer), or you are using a computer that has been used by another person/s to take the course. 

If you are already registered, you will need to find your details and log in. If you have your user name, you can reset your password via the system. If you don’t have your user name or password, contact us with your name and email address, and we will provide you with your user name. You will then be able to reset your password using this username. 

If you are on a computer that has been used by someone else to take the course, the computer may automatically remember the other person’s details and log them in. In this case, you will need to clear your browsing data (clearing just a day or a week of browsing data may not be enough if the course was logged in to earlier than that) and / or use an ‘incognito’ (Mac) or ‘private’ (Windows) browser window. You can find your ‘incognito’ or ‘private’  browser window by clicking on the three dots at the top right of a Google Chrome browser. 

I tried to access the Online Course via coupon but it has expired

If your coupon has expired you have not accessed the course within the timeframe specified in the coupon. You or your organisation will need to contact us to purchase another coupon/s, or purchase the course directly online.


How do I get a copy of my Online Course Certificate?

You are automatically emailed your certificate when you have completed the course (you will need to pass the quizzes too). The certificate is also available within the course, once you have completed – in a box at the bottom right

How long is my certificate valid for?

Your certificate does not expire, however we recommend you refresh your child protection training every 1- 2 years. We update our courses regularly to reflect best practice and new information.