Complaints Procedure

A complaint in relation to Child Care Services Training, requires the following the steps to be undertaken.

The process will be:

1. Advise Child Care Services Training verbally (by telephone or face to face) by email or letter. Verbal complaints will need to be lodged in writing as well.
2. In conjunction with a Child Care Services Training representative, complete the Complaints Form.

Then depending upon the severity of the complaint:

1. In the first instance an attempt to discuss and negotiate a solution with the person(s) concerned will be undertaken
2. Then if this is not successful a request for mediation/intervention by an alternate party will be organised.
3. The mediator will document the complaint in the Complaint Register and manage the Complaint Report Form which will be updated and co-signed throughout the process. This will include setting of timeframes and provision of copies of all documents and agreements to all parties throughout the process.
4. If resolution is not reached the complaint should be referred to the Executive Director for action.
5. If resolution is not reached the complaint should be escalated to the CEO.
6. Should the outcome of Child Care Services Training intervention not be satisfactory:

Students and clients may contact the following government department with their complaint:

• ASQA Australian Skills Quality Authority www.asqa.gov.au 1300 701 801

For more information, please speak with your facilitator or contact the training office.