Aussie Childcare Network Forum

Parent Complaint I have gone over the question but not sure if they are correct

A parent comes into the service and asks you what happened to their child as they came home with scratches down their back. You did not witness anything the day before nor did the child complain to you that they were hurt during the day. The mother is very upset and wants to make a formal complaint about this incident.

1. What policy would you follow? (Please attach a copy with your assessment)
2. How could you support this family through the complaints process? (List the steps you would be required to follow)
3. What documentation would you need to fill in?

Hahaha! That is a tricky one; Policy for providing a child safety environment I am thinking!
How would you support the parent- simple, find your parent's complaints policy and procedure, follow that, the steps on handling concerns and complaints should be in it; documentation; that should also be in the complaint as different services have and apply different processes and procedures.
Goodluck!
X0XO