(This includes long day-care, family day-care, preschools and out-of-school-hours care services.)
For legal information about the receipt and investigation of complaints relating to early childhood services, see the Education and Early Childhood Services (Registration and Standards) Act 2011, Section 260(d).
Anyone can report a complaint to the Education Standards Board if they have a concern about:non-compliance with the early childhood services legislationhealth, safety or wellbeing of any child within a service.
Before approaching us with a complaint, we normally expect you to discuss the matter with the service and attempt to resolve the issue.
Approved service providers are required to have:policies and procedures for dealing with complaintsprocesses in place to ensure all grievances and complaints are addressed, investigated fairly and documented in a timely manner.
If you have been unable to resolve the issue with the service, or there are circumstances where it is not possible or appropriate for the complaint to be managed at the local level, you may lodge a complaint with us on 1800 882 413 or email@example.com.
Complaints will be:assessed for risk to the health, safety or wellbeing of any childinvestigated by an authorised officerreviewed for non-compliance with the legislation.
Action taken will:be based on the seriousness of the matterassess the level of risk to children.
We are unable to take complaints or investigate disputes about fees for early childhood services.
Notification of incidents and complaints by approved providers