Parent
guardian complaint
grievance policy

Aim

Friendly faces aim is to welcome Parents/Guardians comments and concerns in any area of our work and encourage Parents/Guardians to speak with us if you have any concerns or comments that may help us improve our Service or our performance.

Legislative Requirements

Education and Care Services National Law Act 2010
Education and Care Services National Regulations 2011
National Quality Standards 2011
NSW Department of Education & Communities

Who is affected by this policy?

Child
Staff
Families
Management

Implementation

Any Parent/Guardian with any concern or complaint in relation to the service provided is encouraged to follow these steps:

Minor Complaint:

  1. Parents/Guardians are encouraged to discuss minor concerns with room leader or the Nominated Supervisor as soon as possible.

Serious Complaint: 

  1. Parents should immediately discuss with Approved Provider or Nominated Supervisor.
  2. Details of complaint are recorded.
  3. The Approved Provider or Nominated Supervisor will investigate and keep Parents/Guardians informed of any actions taken.
  4. Print a Notice of Complaint received at children’s service form CSDF 14 and Response to a complaint received at children’s service form CSDF 15, which can be downloaded from www.community.nsw.gov.au
  5. Complete Fill in form CSDF14 and send to the Director, Central Licensing and Regulatory Support, Children’s Services Directorate, Community Services, generally within one week after the complaint is made.
  6. Complete Fill in form CSDF15 and send to the Director, Central Licensing and Regulatory Support, Children’s Services Directorate, Community Services, generally of any action taken in response to the complaint as soon as reasonably practicable after the action taken.
  7. If Parents/Guardians are not satisfied with the outcome a contact number for the Department of Early Childhood Education and Care Directorate,
    NSW Department of Education and Communities Community Services will be given to them.
  8.  The Department of Early Childhood Education and Care Directorate,
    NSW Department of Education and Communities Community Services contacts will be displayed in the foyer area.

The Approved Provider/Nominated Supervisor will ensure that this policy is maintained and implemented at all times.

Sources

Education and Care Services National Regulations 2011
Education and Care Services National Law Act 2010
Guide to the National Quality Standard 2011
NSW Department of Education & Communities

Review

The policy will be reviewed annually. Review will be conducted by management, employees, parents and any interested parties.