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Complaints policy

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All early childhood services that operate under the National Quality Framework must have policies and procedures for responding efficiently and appropriately to complaints.

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.

Read the guide for effective complaints management (PDF, 537KB) to develop a resolution-focused system including policies and procedures that inform continuous quality improvement.

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.

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Last updated 03 December 2019