|
|
|
|
|
|
|
|
|
|
AIM
Bega Family Day Care has a positive and transparent grievance and complaints policy and procedure.
RATIONALE
To promote a culture of open communication, allowing the Scheme to become aware of potential concerns before they turn into formal grievances and complaints. To address grievances and complaints promptly and confidentially according to procedure.
STRATEGIES
• Open communication will be promoted in the Scheme.
• Grievances and complaints will be handled in a positive way.
• Every attempt will be made to resolve potential concerns at a Scheme level.
• Problems will be clearly defined and actions and possible solutions formulated.
• Grievances and complaints will be clearly documented, investigated fairly and procedures implemented consistently.
• Parties will be informed of their right to have a support person at all times during procedures.
• An independent person can act as mediator if requested by either party.
• Parties will be informed of the outcomes of any investigation and the resolution.
• Conflict resolution training will be provided to co-ordination unit staff and carers.
• Written notice of complaints will be sent to the Director-General within one week after the complaint is made.
• Written notice of any action taken will be given to the Director-General.
REQUIREMENTS OF REGULATIONS AND OTHER STANDARDS
• Privacy Act,
• Ombudsman’s Act 1974,
• Children’s Services Regulation 2004
KEY RESOURCES
• Early Childhood of Australia Code of Ethics 1990,
• National Childcare Accreditation Council Quality Practices Guide 2nd edition 2004
|
|
|
|
|
|
|
|
|
