Dealing with Complaints

Policy

One World Children’s Centre will investigate all complaints and grievances fairly and document in a timely manner. Complaints or grievances may be received from anyone who comes in contact with One World Children’s Centre parents/guardians, volunteers, students, members of the local community and other agencies.

Relevant Legislation

Education and Care Services National Law Act 2010: Section 174(2)(b)

Education and Care Services National Regulations 2011: Regulations 168(2)(o) and 176(2)(b)

National Quality Standard, Quality Area 7: Leadership and Service Management

The terms defined in this section relate specifically to this policy.

Definitions

Complaint: (In relation to this policy) a complaint is defined as an issue of a minor nature that can be resolved promptly or within 24 hours, and does not require a detailed investigation. Complaints include an expression of displeasure, such as poor service, and any verbal or written complaint directly related to the service (including general and notifiable complaints).

Complaints do not include industrial or employment matters, occupational health and safety matters (unless related to the safety of the children) and issues related to the legal business entity.

Complaints and Grievances Register: (In relation to this policy) records information about complaints and grievances received at the service, together with a record of the outcomes. This register will be kept in a secure file, accessible only to the centre Co-ordinator and Managers. The register can provide valuable information to the General Manager on meeting the needs of children and families at the service.

General complaint: A general complaint may address any aspect of the service e.g. a lost clothing item or the service's fees. Services do not have to inform DEECD, but the complaint must be dealt with as soon as is practicable to avoid escalation of the issue.

Grievance: A grievance is a formal statement of complaint that cannot be addressed immediately and involves matters of a more serious nature e.g. the service is in breach of a policy or the service did not meet the care expectations of a family.

Notifiable complaint: A complaint that alleges a breach of the Act or Regulation, or alleges that the health, safety or wellbeing of a child at the service may have been compromised. Any complaint of this nature must be reported by the Approved Provider to the secretary of DEECD within 24 hours of the complaint being made (Section 174(2)(b), Regulation 176(2)(b)). If the Approved Provider is unsure whether the matter is a notifiable complaint, it is good practice to contact DEECD for confirmation. Written reports to DEECD must include:

details of the event or incident
the name of the person who initially made the complaint
if appropriate, the name of the child concerned and the condition of the child, including a medical or incident report (where relevant)
contact details of a nominated member reporting the notifiable complaint
any other relevant information.

Written notification of complaints must be submitted using the appropriate forms, which can be found on the ACECQA website: www.acecqa.gov.au

Serious incident: An incident resulting in the death of a child, or an injury, trauma or illness for which the attention of a registered medical practitioner, emergency services or hospital is sought or should have been sought. This also includes an incident in which a child appears to be missing, cannot be accounted for, is removed from the service in contravention of the Regulations or is mistakenly locked in/out of the service premises (Regulation 12). A serious incident should be documented in an Incident, Injury, Trauma and Illness Record (sample form available on the ACECQA website) as soon as possible and within 24 hours of the incident. The Regulatory Authority (DEECD) must be notified within 24 hours of a serious incident occurring at the service (Regulation 176(2)(a)). Records are required to be retained for the periods specified in Regulation 183.

The Approved Provider (or delegate) is responsible for:

being familiar with the Education and Care Services National Law Act 2010 and the Education and Care Services National Regulations 2011, service policies and constitution, and complaints and grievances policy and procedures
identifying, preventing and addressing potential concerns before they become formal complaints/grievances
ensuring that the name and telephone number of the Responsible Person to whom complaints and grievances may be addressed are displayed prominently at the main entrance of the service (Regulation173(2)b))
ensuring that the address and telephone number of the Authorised Officer at the DEECD regional office are displayed prominently at the main entrance of the service (Regulation 173(2)(e))
advising parents/guardians and any other new members of the complaints and grievances policy and procedures upon enrolment or employment
ensuring that this policy is available for inspection at the service at all times (Regulation 171)
being aware of, and committed to, the principles of communicating and sharing information with service employees, members and volunteers
responding to all complaints and grievances in the most appropriate manner and at the earliest opportunity
treating all complainants fairly and equitably
providing a Complaints and Grievances Register (refer to Definitions) and ensuring that complaints and grievances are recorded along with outcomes
maintaining confidentiality at all times
referring notifiable complaints (refer to Definitions), grievances (refer to Definitions) or complaints that are unable to be resolved appropriately and in a timely manner to the Management Team
informing DEECD in writing within 24 hours of receiving a notifiable complaint (refer to Definitions) (Act 174(4), Regulation 176(2)(b))
receiving recommendations from the Management Team and taking appropriate action.

Parents/guardians are responsible for:

raising a complaint directly with the person involved, in an attempt to resolve the matter without recourse to the complaints and grievances procedures
communicating verbally or written any concerns relating to the management or operation of the service as soon as is practicable
raising any unresolved issues or serious concerns directly with the Centre Co-ordinator, Director or General Manager
maintaining complete confidentiality at all times
co-operating with requests to meet with the relevant Manager and/or provide relevant information when requested in relation to complaints and grievances.

Volunteers and students, while at the service, are responsible for following this policy and its procedures.

Educators who receive a general complaint or complaint:

respond to and resolve issues as they arise where practicable
maintaining professionalism and integrity at all times
discussing minor complaints directly with the party involved as a first step towards resolution (the parties are encouraged to discuss the matter professionally and openly work together to achieve a desired outcome)
inform the Educator – Qualified and the Centre Co-ordinator of the issue/s that have risen and the outcome

Educators who receive a grievance:

listen to the person making the grievance ,maintaining professionalism and integrity at all times
inform them you will pass this grievance onto the Educator-Qualified and the Centre Co-ordinator for investigation

Educators – Qualified who receive a general complaint or complaint:

respond to and resolve issues as they arise where practicable
maintaining professionalism and integrity at all times
discussing minor complaints directly with the party involved as a first step towards resolution (the parties are encouraged to discuss the matter professionally and openly work together to achieve a desired outcome)
inform the Centre Co-ordinator of the issue/s that have risen and the outcome

Educators - Qualified who receive a grievance:

listen to the person making the grievance ,maintaining professionalism and integrity at all times
inform them you will pass this grievance onto the Centre Co-ordinator for investigation

Centre Co-ordinator who receive a general complaint or complaint:

respond to and resolve issues as they arise where practicable
maintaining professionalism and integrity at all times
informing complainants of the service's Complaints Policy
maintaining confidentiality at all times
discussing minor complaints directly with the party involved as a first step towards resolution (the parties are encouraged to discuss the matter professionally and openly work together to achieve a desired outcome)
inform the Director, Senior Manager or General Manager of the issue/s that have risen and the outcome
recording all complaints and grievances in the Complaints and Grievances Register (refer to Definitions)
notifythe Management Team if the complaint escalates and becomes a grievance (refer to Definitions), is a notifiable complaint (refer to Definitions) or is unable to be resolved appropriately in a timely manner
providing information as requested by the Management Team e.g. written reports relating to the grievance
working co-operatively with the Management Team and DEECD in any investigations related to One World Children’s Centre, its programs or staff.

Centre Co-ordinator who receive a grievance:

listen to the person making the grievance ,maintaining professionalism and integrity at all times
inform them you will pass this grievance onto the Management Team for investigation
recording all complaints and grievances in the Complaints and Grievances Register (refer to Definitions)
provide information as requested by the Management Team e.g. written reports relating to the grievance
working co-operatively with the Management Team and DEECD in any investigations related to One World Children’s Centre, its programs or staff.

Sources

Education and Care Services National Regulations (regulation 168 (2) (a)(iii)

National Quality Standard 7

KPV Early Childhood Management Manual

ACECQA: www.acecqa.gov.au