Aussie Childcare Network Forum

What is the objective of a Complaints policy?

Question1: Outline the steps that would occur when a parent makes a complaint.
Answer-1. The Director will ask the parent what solution they are looking for.
2. The Director will investigate and if required speak to relevant staff and ask them to:
Advise if they were aware of any grievances, if so
State the nature of the problem
Advise of the possible causes
What they believe should be done to rectify the grievance
3. The Director and staff member will try to come up with a solution to the grievance.
4. The Director will report back to the parent with this solution. The Director is to receive feedback from the parent and if they are happy with the suggested outcome the grievance will be resolved.
5. If the parent is not happy with the suggested solution then a meeting will be organised with the relevant staff member, parent, Director and an executive committee member attending.
6. Each person will have the opportunity to speak without interruption. This meeting will be held with fairness, consistency, objectivity, confidentiality and patience.
7. The Director will seek clarification of each person’s ultimate goal regarding the conflict, which in turn will generate alternative solutions and formulate actions to solve the grievances.
8. A solution will be agreed by all parties, after weighing up the advantages and disadvantages of the solution.
9. The solution will be documented and signed by all parties.
10. If no agreement can be reached, the matter will be handed over to the Executive Management Committee for further investigation.
11. The committee must give written notice of any action taken in response to the complaint as soon as reasonably practical after the action is taken.

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Question2: How can complaints improve workplace policies and procedures
PLEASE HELP ME OUT HOW TO ANSWER THIS QUESTIONS

Thanks lorina.
But how to answer this : How can complaints improve workplace policies and procedures