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Complaints policy

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All education and care services that operate under the Education and Care Services National Law Act (2010) are required to have policies and procedures for dealing with complaints and must display information regarding the person with whom you may raise your complaint.

Similarly, services that operate under the Education and Care Services Act 2013 (ECS Act) are required to have policies that address processes for dealing with any concerns of parents, guardians, staff members or carers.

Display of complaints policy

Under section 172 of the National Law and section 173 of the National Regulations, services must display the name and telephone number of the person to whom complaints may be addressed.

Learn more about: display of information.

Making a complaint

Before a complaint is lodged with the department, you are encouraged to first attempt to resolve the matter directly with the Approved Provider of an education and care service, or a person in a senior role at the service.

You may contact the department directly with your complaint if:

  • attempts have been made to resolve the matter with the service, but you consider the matter was not satisfactorily addressed
  • you do not feel comfortable raising the matter directly with the service or
  • the matter is very serious or critical.

Learn more about: making a complaint.

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Last updated 24 December 2018