Reporting An Early Childhood Service

If you need to report an early childhood service, there are clear steps you can take depending on the nature of the issue and your location. Here's a breakdown to guide you:

What You Can Report

You can lodge a complaint about:

• Health, safety, or well-being risks to children
• Staff misconduct or inappropriate behaviour
• Breaches of regulations or unethical practices
• Physical or sexual abuse allegations
• Poor supervision, neglect, or unsafe environments

National Decision Tree

The National Decision Tree is provided to assist Approved Providers in deciding whether a notification is required and the timeframe in which that notification should be made.

Notifications provide transparency and accountability and enable serious incidents, complaints, and breaches of the Education and Care Services National Law (National Law) and Education and Care Services National Regulations (National Regulations) to be effectively monitored, tracked, and resolved. 

Core objectives of the National Quality Framework include ensuring the safety, health and wellbeing of children, as well as improving educational and developmental outcomes for children attending services. 

Approved Providers have an obligation under the National Law to notify the Regulatory Authority of certain incidents, complaints and changes to information.

If a notification is needed, you will be directed to the National Quality Agenda IT System to log in and lodge the relevant online form. Please fill in all of the relevant fields in the form and include any relevant documentation, so that the Regulatory Authority can quickly and accurately assess what (if any) action needs to be taken as a result of your notification.

It is the Approved Provider’s responsibility to understand their obligations and operate according to the requirements of the National Law. Penalties may apply.

The National Decision Tree 
How To Use The National Decision Tree

Steps to Make a Formal Complaint

1. Raise the Issue with the Centre First (if safe to do so)

• Speak to the nominated supervisor or director
• Ask to see their complaints policy
• Document your concerns clearly and calmly

2. Contact Your State or Territory Regulatory Authority

Each state has its own process. Here's how to proceed:

What to Include in Your Complaint

• Dates, times, and detailed descriptions of incidents
• Names of staff involved (if known)
• Any supporting evidence (photos, documents, witness accounts)
• Your contact details (unless you wish to remain anonymous)

For Serious Incidents or Abuse Allegations

• You must report within 24 hours via the National Quality Agenda IT System
• You can also contact child protection authorities in your state
• If a child is in immediate danger, call 000

Serious Incident Reports

The National Quality Agenda IT System (NQA ITS) allows approved providers to report:

• Serious incidents (e.g., injury, trauma, death, abuse)
• Complaints that raise compliance concerns
• Changes to service operations or provider details

Only approved providers can log in and submit reports through this portal. So if you're a parent, educator, or external party looking to report something, you'd usually go through your state or territory regulatory authority instead—and they’ll decide if it needs to be escalated through the NQA ITS.

If you’re helping someone submit a serious incident notification or you’re drafting advocacy tools to educate others about reporting processes, I can help write up explanations, templates, or even walkthrough guides. Want to turn this into a visual resource or infographic to share with educators or families?

If you're reporting as an educator, you’re protected under whistleblower laws and have a duty of care to act. And if you’re a parent, know that your voice matters—especially when it comes to safeguarding children.

Once you submit a report against a service, the process kicks into gear to ensure the concern is taken seriously and handled appropriately. Here's what typically happens:

Initial Review by the Regulatory Authority

• Your report is triaged to assess its urgency and seriousness.
• If it involves a serious incident (e.g. abuse, injury, neglect), it must be reviewed within 24 hours.
• Less urgent complaints (e.g. staffing concerns, supervision issues) are reviewed within 7 days.

Investigation Process

Depending on the nature of the complaint:

• Inspectors may visit the centre—either announced or unannounced.
• They’ll interview staff, review documentation, and observe practices.
• If the issue involves reportable conduct, the centre must investigate internally and notify the relevant authority.

Outcomes & Actions

The regulatory authority may:

• Issue compliance notices or penalties
• Require the centre to update policies or retrain staff
• Suspend or revoke the centre’s approval to operate in extreme cases
• Refer the matter to child protection or police if criminal conduct is suspected

Follow-Up & Feedback

• You may receive updates if you provided contact details.
• If you reported anonymously, you won’t be contacted—but the issue will still be assessed.
• Centres are expected to document and respond to complaints as part of continuous improvement

What Can I Expect In Terms Of Timelines?

Timelines can vary depending on the severity of the issue, the state or territory, and whether the complaint involves reportable conduct or a regulatory breach. Here's a general guide:

 Complaint Assessment

• Serious incidents (e.g. abuse, injury, neglect): Reviewed within 24 hours
• Moderate concerns (e.g. supervision, staffing): Typically assessed within 7–10 business days
• Low-risk issues (e.g. communication breakdowns): May take up to 30 days for initial review

Investigation Phase

If an investigation is launched, it may take several weeks to months, depending on:

• Complexity of the issue
• Availability of evidence and witnesses
• Whether other agencies (e.g. police, child protection) are involved

Response & Resolution

You may receive:

• Acknowledgment of your complaint within a few days
• Updates if you provided contact details
• A final outcome once the investigation concludes—this could take 1–3 months, or longer for complex cases

Reporting Requirements for Centres

• Centres must report serious incidents within 24 hours via the National Quality Agenda IT System
• They’re also expected to document and respond to complaints as part of their continuous improvement cycle

What To Do If No One Responds To Your Report

If you haven’t received a response to your childcare report after a few days, don’t worry—you’re not powerless. Here’s what you can do to keep the momentum going and ensure your concerns are taken seriously:

Follow Up with the Regulatory Authority

• Wait at least 5–7 business days (unless it’s a serious incident, which should be reviewed within 24 hours)
• Then send a polite follow-up email or call to:
  • Confirm your report was received
  • Ask for an update or reference number
  • Reiterate the urgency if children’s safety is at risk

Keep Records

• Document:
  • When and how you submitted the report
  • Any follow-up attempts
  • Names of people you spoke to
• This helps if you need to escalate the issue later

Escalate If Necessary

If you still don’t get a response:

• Contact a higher authority (e.g. state ombudsman or child protection agency)
• Lodge a complaint with the Office of the Children’s Guardian (NSW) or equivalent in your state
• Reach out to ACECQA for guidance: ACECQA Contact Page

If You're an Educator

• You’re protected under whistleblower laws

• You can also report anonymously if needed

• Consider contacting your union or professional association for support

Follow-Up Toolkit 

Timeline Tracker Template—Keep a log of all interactions:

Complaint & Follow-Up Timeline Tracker

Follow-Up Email Template

Subject: Follow-Up – Childcare Complaint Submitted [Insert Date]

Dear [Regulatory Authority Name or Contact Person], I’m writing to follow up on a report I submitted on [date] regarding [brief description of issue]. I wanted to confirm it was received and inquire about the status of the review or investigation. This matter is of particular concern due to [optional urgency or safety reason]. I’d appreciate any updates or a reference number if available. Thank you for your time and your commitment to upholding safe and high-quality early learning environments.

Kind regards,
[Your name}

Submitting a report about an early childhood service is not just a procedural step—it’s an act of advocacy and protection. Whether you're an educator, parent, or community member, your courage in speaking up supports safer environments for children and promotes accountability within the early childhood sector. By documenting your concerns and following up when necessary, you help ensure that voices are heard, standards are upheld, and children’s well-being remains the top priority. Keep standing up, following through, and using your voice to drive change.

Further Reading 

Speaking Up From The Inside: Why Educators Must Report Unsafe and Unethical Practices
We Care We Speak We Protect - A Practical Advocacy Guide for Early Childhood Educators
ECA - Code Of Ethics
Handling Complaints Effectively
How To Make A Formal Complaint