“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.
What strategies does your Service implement to ensure that any complaints and feedback are strategically used to drive continual improvement, ensuring that the Service strives to deliver a high-quality Service to all stakeholders?
It’s no secret that feedback from families, children, educators, staff and the wider community are crucial in creating an evolving Education and Care Service that continually strives towards the highest standard of education and care. Using complaints strategically to drive continual improvement 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 assists Services in identifying any areas requiring improvement. Services should use feedback and complaints from families, staff and the community as an opportunity to reflect on current practice and make adjustments where required, in order to strive for continual improvement and delivering a high-quality service.
Management must ensure that complaints are taken seriously, managed professionally and as a priority whilst ensuring complaints remain confidential. The approved provider must also ensure that complaints are reported to the regulatory authority within the specified time periods in accordance with section 174(2)(b) of the National Law and r176 (2)(b) of the National Regulations.
In October 2023, new requirements came into effect regarding the specific matters to be addressed in an Education and Care Service’s policy and procedure for the management of complaints. Services must ensure that they have reviewed and updated their Dealing with Complaints Policy and Procedure to ensure they address the matters outlined in 168 (2) (o) which include:
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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.
When reviewing your Dealing with complaints policy and procedure, reflect with your team to ensure that the policy and procedure promote effective complaints management that:
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- detail specific steps for Service leaders and staff to follow
- detail steps to equitably investigate complaints
- value the opportunity for all parties involved to be heard
- facilitate efficient conflict resolution
- promote children’s rights, wellbeing and safety
- reflects your Service philosophy
- are managed fairly and equitably
- appropriately handle children exhibiting harmful sexual behaviours
- consider a child’s age, cultural, developmental and additional needs
Resources:
Using Complaints to Support Continuous Improvement
Dealing with Complaints Policy Guidelines
Responding to incidents, disclosures and suspicions of child abuse or harm NSW
Dealing effectively with complaints in ECEC
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 XXXX. These include Dealing with Complaints Policy, Dealing with Complaints/Grievance Procedure, Complaints/Grievance Register, Compliant/Grievance Investigation Guide and Form
Notification and reporting guide, 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 Law and Regulations – sec 174, 168 (2)(o), 172(2)(b), 173(2)(b), 176(2)(b)
System7 Module – QA 7/Modules 22 & 23
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