Steps for a parent complaint

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This guide sets out fair first steps, the records to keep, and when the regulator must hear.

ACECQA sees a complaint as a chance to reflect and improve.

What every service must have

• Each service must have policies and procedures for dealing with complaints (regulation 168(2)(o)).
• They must cover a complaint handling system that is child focused.
• They must also cover a complaint that a child’s sexual behaviours may harm that child or another child.
• At a centre-based service, the name and phone number of the complaints contact must be clearly visible (regulation 173(2)(b)).
• ACECQA suggests making the complaints policy easy for families to find, such as at enrolment.
• It also suggests reviewing the policy regularly with the people it affects.

First steps when a concern is raised

ACECQA’s information sheet offers these tips.

• Listen actively, and ask questions to understand the concern.
• Ask what the person thinks would help resolve it.
• Avoid answering at once and defensively.
• If the issue is complex, it may help to take notes or ask for the concern in writing.
• If the time or place is wrong, arrange a suitable time and place to talk.
• Talk it through with a colleague or a manager, and keep it private.
• If something cannot be done, explain why with clear reasons.

Records to keep

ACECQA says an effective complaints policy may include:

• a way to write down each talk with the person who complained
• keeping them informed of the complaint’s progress
• following up with them
• recording and reviewing the complaint’s progress
• keeping it private
• looking back at the outcome to improve the policy
• who else to contact if the concern is not resolved, such as the regulator

When the regulator must hear

• Some complaints must go to the regulator in writing within 24 hours (regulation 176(2)(b)).
• That includes a complaint that a serious incident happened, or is happening, at the service (section 174(2)(b)).
• It also includes a complaint that the National Law or Regulations were broken (section 174(2)(b)).
• Regulation 12 lists serious incidents. One is a child’s serious illness or injury needing hospital care.
• Another is a child who is missing or cannot be accounted for (regulation 12).
• Another is an emergency where emergency services came (regulation 12).
• In NSW, the regulator is the NSW Early Learning Commission.
• Claims of physical or sexual abuse at the service must go to the regulator within 24 hours (regulation 175(2)(e)).
• Other laws, such as child protection laws, may also require a report.

Questions for the committee

• Who takes complaints, and is their name and number on display?
• Who tells the regulator within 24 hours, and who covers when they are away?
• When did the committee last review the complaints policy?