Aussie Childcare Network Forum

Procedure:

There is a formal procedure for the settling of concerns that may arise for families
in a children’s service. It is expected, however, that most problems will be readily
resolved by discussion with the Director/Coordinator of the particular service.

The procedure for families to find resolution of any concern is as follows:

In the first instance all concerns should be addressed to the centre Director or
Coordinator, who will also inform the Manager of Children’s Services1. The
service Director/Coordinator will attempt to resolve the issue with the
parent/carer.

If a parent/carer feels that their concerns have not been reasonably addressed or
that an unsatisfactory situation persists, they will be referred to the Manager of
Children’s Services.

If the matter is still not resolved to the parent’s satisfaction they will be referred to
the General Manager, as licensee of the service, or his delegate the Director of
Corporate Services.

An accurate record will be kept of all interviews conducted for complaints. A copy
of the record will be given to the parent. All parties are required to respect the
confidentiality of the issues raised and maintain a respectful relationship.

Any complaint that is made in writing must also receive a written response. This
response must be drafted by the Centre Director in consultation with the Manager
Children’s Services.

Parents/carer’s from culturally and linguistically diverse backgrounds have the
right to discuss their complaint with the use of the Telephone Interpreter Service
(TIS); in the presence of an interpreter; or with the use of Council’s language aides
where necessary.

All complaints concerning licensing and child protection matters will be
investigated in accordance with the relevant legislation. Parents/carers can also
contact the Children’s Services Advisor at the local Department of Community
Services (DoCS) office for licensing issues and the DoCS Help line for child
protection issues.

For the second part of the question, maybe you can suggest an information night for all parents to explain what is involved on the curriculum plan, the importance of play based learning, how a child learns through play etc. This can be used as a positive approach in getting parents to understand what their child does at the centre throughout the day and how you incorporate their learning based on what they understand.

Hope This Helps,

,
L.A