“It’s our polite nudge in the ribs to help you and your team stay organised and on task.”
This week’s subject is Complaints Management
Element 7.1.2: Systems are in place to manage risk and enable the effective management and operation of a quality service.
Using complaints to drive continual improvement in education and care settings is an essential aspect of safeguarding the safety, well-being and quality of education and care provided to children. Complaints should always be viewed as valuable feedback that aids Services in identifying any areas requiring improvement. Services can use feedback and complaints from families, staff, and the community as an opportunity to reflect on practice and continue to strive for delivering a high-quality service. Management must ensure that complaints are taken seriously and managed professionally and as a priority whilst ensuring complaints remain confidential.
Have you reviewed your Complaints Management Policy and Procedure to ensure it reflects the new requirements that become effective in October 2023?
Regulation 168 (2) (o) currently requires approved providers to ensure that the Service has policies and procedures in place for complaints management. From 1 October 2023, approved providers must ensure that their Complaints Management Policy and Procedure address matters relating to:
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- the provision of a complaint handling system at the service that is child focused and
- the management of a complaint that alleges a child is exhibiting sexual behaviours that may be harmful to the child or another child.
The Education and Care Services National Regulations requires that Services must clearly display the name and contact details of the person who complaints are to be directed to, as a part of the prescribed information to be displayed at the Service (r173 (2)(b)). Services should also ensure that families have access to the Service’s complaints management policy/procedure to ensure they’re familiar with the process and to communicate that the Service values feedback and strives for quality and continual improvement. It’s recommended best practice to include this information in your enrolment package. Following the review and amendment of your policy/procedure, consider sharing with families along with your newsletter or through your online information sharing app.
Resources:
ACECQA- Dealing with complaints: Policy Guidelines
Using Complaints to Support Continuous Improvement
Education and Care Services National Further Amendment Regulations 2023
Ensuring Policies are consistently implemented
Within System7 go to Quality Area 7/Modules 22 & 23 to submit self-assessment notes and if required, open a QIP issue if you identify any areas of improvement.
The Childcare Centre Desktop has a range of resources to assist services with complaints management. These include Dealing with Complaints Policy, Grievance/Complaints Procedure, Complaints Investigation Guide and Form, Complaints/Grievance Form, Complaints/grievance Register, Complaints/Grievance Management Form and much more.
Resources, NQS Element, Regulation and System7 links:
Childcare Centre Desktop – Childcare Centre Desktop
National Quality Standard – QA 7/ 7.1.2- Management Systems
National Regulations – 168 (2)(o), 172(2)(b), 173(2)(b), 176(2)(b)
System7 Module – Quality Area 7/Modules 22 & 23
If you have any questions send us a note via the Contact page here!
