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Complaints & Grievances Procedures

(Reviewed August 2004)

Provisions for dealing with complaints

1. Any problems or complaints should, if applicable initially be lodged to the Director, who will deal with the issue.

The Director will investigate the problem or complaint by questioning those involved, discussing issues with staff, Committee members and those who may have any input into the situation. The time frame will be as short as possible but will depend on the seriousness of the problem or complaint.

The Director will then report back to the complainant by face-to-face meeting and if needed have staff of Committee member involved.

2. If you are unhappy about this, please refer the matter to the Executive list on the notice board in the hallway.

The Executive Committee will investigate the problem or complaint having discussions with any person who is named or could give any discussion on the issue.

The Executive Committee will dependent on the problem or issue put their findings in writing or call a meeting to discuss their findings.

3. As a final step, if not resolved to your satisfaction, you should take your complaint or problem to the Department of Human Services.

4. Human Services can be contacted at the following address;

Eastern Metropolitan Region
883 Whitehorse Road
Box Hill 3128
Telephone: 9843 6000
Facsimile: 9843 6100

Grievances Procedures - Parents

(Reviewed April 2004)

Policy Statement

The centre fosters positive relations between all parents and staff. Every parent has the right to a positive and sympathetic response to their concerns. Solutions are sought to resolve all disputes, issues or concerns that impact or affect the day to day well being of the centre in a fair, prompt and positive manner.

How the Policy will be implemented (Specific Policies & Procedures):

  • Every parent is provided with clear written guidelines detailing grievance procedures, included in the Parent Handbook and displayed on the noticeboard in the foyer. (Child Care Regulations 20(i)

  • All confidential conversations/discussions with parents will take place in a quiet area away from children, other parents and staff who are not involved.

  • The Complainants names will remain confidential between the executive committee of management and the person/s to whom the complaint is directed. 

  • The name address and phone number of Department of Human Services is included in the Parent Handbook and displayed on the noticeboard in the foyer. (Child Care Regulations 20(i)

  • All complaints dealing with children’s health and welfare will be reported to the Department of Human Services within 48 hours

  • A current copy of the Child Care Regulations is available in the centre for parents to read at any time.

Procedures

Grievance procedure is the process by which solutions are sought to resolve disputes in a fair, equitable and prompt manner. Grievances should be resolved as informally and quickly as possible by the parties involved. When grievances cannot be resolved informally by the persons directly involved, a formal grievance process should be provided.

1. Procedure for Dealing with Parent.Staff Conflict

  • The parent should discuss the problem with the relevant staff member concerned.
  • If the parent still feels action is necessary after discussion with relevant staff member they should take the matter up with the Co-ordinator.
  • If the parent is still unhappy with the situation the Co-ordinator can offer to take the matter to the Director for guidance.

    or

    The parent can write directly to the Director to explain the problem. The Director will advise the Co-ordinator of any decision and the Co-ordinator will convey that finding to the parent concerned (within 2 weeks)

    or

    The Director will write directly to the parent concerned to advise of their decision. The Co-ordinator will also be advised of the decision. (within 2 weeks).

  • If the parent is still unhappy with the situation the Director can offer to take the matter to the Management Committee for guidance (Meetings held by-monthly, February, April, June, August, October, December with AGM in March).

    The management Committee will write directly to the parent concerned to advise of their decision. The Director will also be advised of the decision (within 2 weeks of meeting)

2. Procedure for Dealing with Parent/Management Conflict

  • The parent should discuss the problem with the Co-ordinator.

  • If the parent still feels action is necessary after discussion with Co-ordinator they should ask the Co-ordinator to raise the issue with the Director of the service.

    or

    The parent can write directly to the Director to explain the problem.

  • The Director will advise the Co-ordinator of any decision and the Co-ordinator will convey that finding to the parent concerned (within 2 weeks

    or

    The Director will write directly to the parent concerned to advise of their decision. The Co-ordinator will also be advised of the decision. (within 2 weeks)

  • If the parent is still unhappy with the situation they can request a meeting with the Director to discuss the matter further. After this meeting the Director will write directly to the parent to advise of their final decision and why this was made.

  • If the parent is still unhappy with the situation the Director can offer to take the matter to the Management Committee for guidance (Meetings held by-monthly, February, April, June, August, October, December with AGM in March)

  • The Management Committee will write directly to the parent concerned to advise of their decision. The Director will also be advised of the decision (within 2 weeks of meeting)

  • Should the parent still be unhappy with the situation they will then need to contact the Department of Human Services
    Eastern region on 9843 6000
    Locked Bag 2015
    Box Hill 3128