Parent Complaints - Child Care or Children's Services
If you are concerned about a children's service, you should raise your concerns with the proprietor in the first instance.
The responsibility is with the proprietor to deal with all complaints and to notify the Department, if required.
Remember, they are required to deal with and respond to your complaint in a discreet, effective and timely way. Also, they must tell the Department within 48 hours if your complaint alleges that:
- a child's health, safety or wellbeing has been compromised
- the Children’s Services Act 1996 or the Children’s Services Regulations 2009 have been contravened.
For more information on the act and the regulations, see: Children's Services Regulations Review
For more information on raising your concerns, see:
How do I raise an issue or make a complaint?
There are a number of ways you can raise any concerns you have about your child. You can:
-
visit the centre where your child is being cared for
You can enter the service at any time during operational hours to talk to staff about your child or any concerns you have about your child’s care. - ask to see the centre’s written procedures for dealing with complaints
All children’s services must have a written procedure that states who you need to speak to about your complaint, how they will respond and which complaints the Department must be advised of. The name and the telephone number of the person who deals with complaints must also be displayed at the entrance to the service. -
contact the Department directly
You can make a complaint directly to the Department regarding the operation of a children's service at any time. In this situation, a children's services adviser from your local regional office will assess how serious the complaint is and then take further action. A children’s services adviser will always investigate any complaints that allege a child’s health, safety or wellbeing has been compromised or there has been a contravention of the Children’s Services Act 1996 or the Children’s Services Regulations 1998. Among other things, the children’s services adviser may telephone the proprietor, inspect the service, question staff members, take written statements, conduct formal interviews, or seize evidence when investigating complaints. For contacts of your regional office, see: Regional Offices - contact the Licensed Children's Service help line on 1300 307 415.
Remember children’s services staff have an obligation to deal with issues in a positive, constructive and professional manner. You should also deal with any concerns in a positive and constructive manner when speaking with staff.
Things to consider before you make a complaint
Before you approach your child's kindergarten teacher or child care provider you should:
- be clear about the topic or issue you want to discuss
- focus on the things that are genuinely affecting your child
- always remain calm and remember you may not have all the facts relating to the circumstances of the topic or issue you wish to discuss
- think about what would be an acceptable outcome for you and your child
- be informed; check the Departments regulations, policies or guidelines, where relevant.
How to lodge a complaint in writing
You can use the written procedures that the children's service your child attends can provide to help you to put together all the information you need to submit a complaint in writing. If you are having difficulties filling out the form you can contact a children’s services adviser in your regional office or speak to the Licensed Children’s Service help line on 1300 307 415.
For contacts of your regional office, see: Regional Offices
What happens when you make a formal complaint?
Writing down your complaint is a useful way to put all of your information together and clarify your concerns. It also means you’ll have a clear record of the complaint.
All notifications to the Department are treated confidentially. Your identity cannot be disclosed unless you give written consent or a court grants leave for this to occur.
If you provide your name and contact details when you make a complaint, the Department will provide you with details of the outcome of their investigation.