QIP Nudges

Complaints Management

By April 13, 2022 No Comments

Welcome to our weekly quality improvement support series for 2022.

“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: Management Systems. Systems are in place to manage risk and enable the effective management and operation of a quality service.


  • Does your service view complaints as an opportunity to evaluate current practice and improve on service delivery?
  • Are families informed of where/who to direct complaints to?

Services must ensure that effective and formal procedures are in place for the appropriate management of complaints and grievances.  The Education and Care Services National Regulations requires that Services must 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).

Complaints or feedback can be both formal and informal. Often feedback/complaints will be raised verbally, and a resolution can be achieved by open and transparent communication. Ensure you document any verbal complaints and keep a record of them in your complaints folder or online system. Encourage your families to communicate with staff/management to raise their concerns by practicing consistent, open communication. If the family aren’t satisfied with the outcome or feel that their grievance has not been resolved, they should put their concerns in writing to Management. 

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. 


Using Complaints to Support Continuous Improvement

Guide for Effective Complaints Management

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 (OSHC)(FDC), Complaints Investigation Guide and Form (OSHC), Complaints/Grievance Register (OSHCComplaints/Grievance Form (OSHC), Prescribed Information 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)173(2)(b)

System7 Module – Quality Area 7/Modules 22 & 23

If you have any questions send us a note via the Contact page here!