# Steps for a parent complaint

> Fair first steps, the records to keep, and when the regulator must hear about a complaint.

Web page: https://ecec.org.au/resources/parent-complaint-steps

Published Monday 26 October 2026. Last checked Monday 26 October 2026.

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?

## Sources

- [ACECQA, QA7 Using complaints to support continuous improvement, updated 5 June 2026](https://www.acecqa.gov.au/nqf/national-quality-standard/quality-area-7-governance-and-leadership/information-sheets-quality-area-7/qa7-using-complaints-support-continuous-improvement)
- [ACECQA, Notification types and timeframes, updated 7 October 2026](https://www.acecqa.gov.au/resources/applications/notification-types-and-timeframes)
- [Notifying the NSW Early Learning Commission of persons with management or control, updated 2 October 2026](https://education.nsw.gov.au/early-childhood-education/operating-an-early-childhood-education-service/setting-up-a-new-service/notifying-the-regulatory-authority-of-persons-with-management-or)

This is general information for NSW community preschools, current at the date shown. For advice on your own service’s position, ask a qualified adviser.

The Forum’s wellbeing, conflict and complaints theme covers parent complaints: [book a place](https://ecec.org.au/?utm_source=resources&utm_medium=site&utm_content=parent-complaint-steps#tickets), $500 + GST ($550 total) per person.

## Contact

A form on the website. The Forum team reads every message and replies by email within two business days. Ask us on the [contact page](https://ecec.org.au/contact).