Grievances/Complaints handling Policy
Aim:
To ensure all families/parents feel empowered to raise concerns about any aspect of the Service and its operation. Management will not be prejudice against families or their children for providing critical feedback to the service
To allow management to monitor the quality of service provided and identify any deficiencies.
To encourage Educators to be responsive to the needs and concerns of families and their children; this will assist in developing and refining the practices and procedures carried out at the service.
To encourage feedback and input from families that can lead to improvements in the quality of care we provide.
To encourage a culture in our Service that values complaints as an opportunity for making improvements/amendments to our services which benefits all those who use it.
Explanation:
Families are actively encouraged to be involved in all aspects of the Service. Families are encouraged to have input into the quality of care provided by our service, therefore they must be aware of their ability to influence the nature of the service. Families are encouraged to comment on or appeal against any action or decision which has consequences for themselves or their children. This grievance policy is formal recognition of promoting and protecting each family's rights. Each family has a right to a positive response from the service - its Educators and Management - to meeting the family's particular needs. A grievance occurs when a family wishes to appeal against any action or decision by Management and/or Educators which has consequences for themselves or their children.
Procedures:
The Nominated Supervisor/Approved Provider will:
All Educators will:
Families will be encouraged by all educators to follow this procedure:
Staff Grievances
The following procedures should be followed should any staff member have a grievance:
Reviewed and agreed upon by all staff April 2019
Sourced from Education and Care Services National Regulations 2011
www.childcare.uts.ed.au
To ensure all families/parents feel empowered to raise concerns about any aspect of the Service and its operation. Management will not be prejudice against families or their children for providing critical feedback to the service
To allow management to monitor the quality of service provided and identify any deficiencies.
To encourage Educators to be responsive to the needs and concerns of families and their children; this will assist in developing and refining the practices and procedures carried out at the service.
To encourage feedback and input from families that can lead to improvements in the quality of care we provide.
To encourage a culture in our Service that values complaints as an opportunity for making improvements/amendments to our services which benefits all those who use it.
Explanation:
Families are actively encouraged to be involved in all aspects of the Service. Families are encouraged to have input into the quality of care provided by our service, therefore they must be aware of their ability to influence the nature of the service. Families are encouraged to comment on or appeal against any action or decision which has consequences for themselves or their children. This grievance policy is formal recognition of promoting and protecting each family's rights. Each family has a right to a positive response from the service - its Educators and Management - to meeting the family's particular needs. A grievance occurs when a family wishes to appeal against any action or decision by Management and/or Educators which has consequences for themselves or their children.
Procedures:
The Nominated Supervisor/Approved Provider will:
- Encourage Educators to identify family concerns and ensure such concerns are addressed at the earliest opportunity
- Guarantee families they will not be treated unfairly nor that services will be withheld if they raise a concern, grievance or complaint.
- Deal with all grievances promptly and keep the complainant well informed of progress toward the resolution of the grievance.
- Protect the rights of staff members relating to any grievance.
- Maintain privacy and confidentiality to the maximum extent possible and assure families and staff of this.
- Keep a register of all written grievances received, detailing action taken to address the matter, who was involved and the outcome. Including if ACECQA is contacted.
All Educators will:
- Encourage families to feel comfortable about raising concerns, by being open and positive in responding to families.
- Ensure any such concerns raised are addressed at the earliest opportunity, whether they concern you personally or not.
- Respond in a positive manner when a family has chosen to approach you with a concern about another Educator. Treat the matter with the utmost confidentiality, and raise the matter with the Nominated Supervisor and/or Approved Provider.
- Where you are uncertain about how to deal with a grievance raised by a family, you should seek support and assistance from the Nominated Supervisor and/or Approved Provider to assist in resolving the matter.
- Maintain privacy and confidentiality for families, children and other Educators to the maximum extent possible.
Families will be encouraged by all educators to follow this procedure:
- Families are asked to raise all grievances at centre-level first. This will give those most closely involved an opportunity to address any issues in the light of a detailed awareness of the everyday issues faced at the Service and a detailed knowledge of the family and child.
- If appropriate and family members feel comfortable doing so, the family may approach the Educator involved and if needed set a time where the matter can be appropriately discussed with that Educator, the Nominated Supervisor and/or Approved Provider.
- If the family member does not wish to speak with the particular Educator involved, then they may approach the Nominated Supervisor and/or Approved Provider. With the family's consent, management may then approach the original person and explain the grievance.
- On all occasions the grievance/situation will be discussed so as a satisfactory outcome for all parties involved will be reached. Grievances at this level will normally be resolved by discussion and clarification of the needs or wishes of the family or by clarification of the Service procedures or policies. Resolution may also involve the development of new policy or procedures if the matter or point of view raised has not previously arisen or been considered at the Service.
- Families may raise their grievance with Management, if the previous step does not produce a satisfactory outcome to the parties involved or if the person concerned feels it is not appropriate. Management will research the grievance/situation and try to reach a satisfactory outcome for all parties involved.
Staff Grievances
The following procedures should be followed should any staff member have a grievance:
- Approach the person involved and attempt to solve the problem directly.
- Speak with Management about the grievance.
- Always keep the matter private and confidential and never involve any other Educators
- Management will keep written records of any staff grievance which is raised in a formal manner
Reviewed and agreed upon by all staff April 2019
Sourced from Education and Care Services National Regulations 2011
www.childcare.uts.ed.au