The Service recognises that children, Families and Educators need to feel confident that any concerns or issues they raise will be handled promptly, professionally and with integrity. The Service will provide effective complaints management and investigation processes that are equitable, fair and meet the needs of all. This process is to ensure that individuals have the right to make complaints and are encouraged to exercise their right in a blame-free and resolution-focused culture, respecting an individual’s right to privacy and confidentiality.
Related DRAFT IHC Quality and Safety Standards - QSA2, QSA4, QSA5, QSA6, QSA7
Related Policies – Assessments of the Environment, Child Safe Environments, Educator Recruitment, Induction, Professional Development and Support Policy, Emergency Management, First Aid, Health, Hygiene and Infectious Diseases, Incident and Mandatory Reporting, Medical Conditions and Administration, Safe Sleep and Rest, Safe Transport and Excursions, Safe Use of Digital Technologies and Online Environments, Water Safety
Principles
The Service creates an environment where complaints and concerns, compliments and suggestions are welcomed and viewed as an opportunity for acknowledgement and improvement. The systems for dealing with complaints is child-focused and has a strong focus on fair and thorough investigations to improve and act on the feedback from Families to inform and improve the quality of education and care practices. Each complaint will help the Service reflect and improve on their current policies and procedures. We aim to provide an avenue for open communication where concerns can help provide a higher quality service. We encourage all individuals to express complaints and concerns as:
- Provide information to the Service to help deliver quality improvements in our services, support, roles and complaints handling system.
- It helps us provide you better service.
- It will ensure we are aware of problems that need to be addressed.
- We have a right to know any breeches that will affect any of our stakeholders.
- It allows us to respond to issues raised by individuals making complaints in a timely and cost-effective way.
- It can boost participant/family confidence in our administrative process.
- It provides information to be used by us to deliver quality improvements in our services, supports, roles and complaints handling process.
Responsibilities
The Service is firmly committed to individuals’ rights to complain, and every effort will be made to protect individuals from repercussions, reprisals or victimisation that may occur. It is acknowledged that all comments and complaints are vital to review internal performance and processes and to develop continuous improvement of services, as we seek to achieve our care commitment. The Service will address any concerns as soon as possible. The Service maintains that complaints and feedback will be managed effectively through:
- Implement an open and transparent complaints handling system.
- Observing the principles of natural justice and compliance with relevant mandatory reporting under Australian law.
- Maintaining complete confidentiality and privacy.
- Interpretation and application of policies and processes.
- Providing opportunities for all individuals to participate in the complaint resolution process.
- Accepting the Service’s accountability for actions and decisions taken due to a complaint.
- Committing to resolve problems at the point of service or through referral to alternatives.
- Committing to use complaints as a means of improving planning, delivery, and review of services through our continuous improvement processes.
- Committing to the right of individuals to complain either directly or through a representative.
- Undertaking procedural fairness to reach a fair and correct decision.
- Training staff in our complaint process and the rights of individuals to complain.
- Considering all complaints seriously and respectfully.
- Advising individuals of their right to make a complaint and the process outlined during orientation and induction.
- Service staff will be trained in complaint handling during assessments and orientation.
- Provision of support for people who may need assistance to make a complaint.
- Protection of complainants against retribution or discrimination.
- Prompt investigation and resolution of complaints.
- Communicating and consulting with individuals during the complaints process and providing feedback and resolutions.
How to Express Concerns or Complains
Please consider the following points:
- Nature or issue of concern.
- Names of individuals concerned.
- How do you see the situation being improved or resolved.
Informally
Discuss the nature or issue of concern directly. An Informal Concern:
- Will be recorded by an Agency Staff Member in the confidential notes area of your profile.
- The Service will:
- Listen to individuals concerns and discuss possible solutions.
- Exercise the determined solutions.
- Inform the outcome.
- Record the outcome in the individual’s profile.
- Diarise to contact the individual at a specified time to follow up on the long term results.
Formally
Lodge a written complaint using our online Complaints Form. A Formal Concern:
- Will be recorded by the Complaints Manager in the confidential notes area of your profile.
- Depending on the nature of the concern it will be addressed in one of the following ways:
- The Complaints Manager will personally contact you and follow the steps listed above.
- The Complaints Manager will bring the concern in a meeting to discuss a solution.
- The Director will follow also follow the steps listed above.
- The Complaints Manager may choose to respond via mail or email.
- The Complaints Manager may choose to forward the issue to an independent party for comment and may respond via mail or email.
Any criminal or child protection matters will be referred to the relevant authorities. The Service will notify the regulatory authority of any complaints alleging the occurrence of a serious incident or contravention of the Education and Care Services National Law and will report to the Department within 24 hours. Educators are also aware of their responsibilities under child protection law and understand the different ways children express concern or disclosure of harm.