Common use of Complaints Policy Clause in Contracts

Complaints Policy. 17.1 The Parent shall be entitled to report any concern they may have in relation to the Services, any matters of safety, care, or quality, or where the Parent wishes to make a suggestion. These shall be addressed with the appropriate staff member of Treetops ELC’s, or if the complaint it in relation to any of the staff, to the Principal of Treetops ELC, where in most incidences the issue can be rectified. 17.2 Verbal complaints will be verbally acknowledged by Treetops ELC and a timeframe specified on when a response will be provided to the complainant. Written complaints will be acknowledged by Treetops ELC in writing within forty-eight (48) hours of receiving the complaint. 17.3 Where the complaint is in relation to any staff member of Treetops ELC: (a) the complaint, and the identity of the complainant, will be kept confidential between the parties concerned; (b) a written record of events may be required to be documented by the staff of Treetops ELC in order to authenticate the complaint; (c) all compiled written information will be supplied to the Principal of Treetops ELC to enable an informed decision to be made regarding the complaint; (d) the complainant and applicable staff member(s) will be advised of the outcome of the investigation and any disciplinary action, which will be managed in accordance with the Centre’s Rules and/or Individual Employment Contract; (e) in the event the complainant is unsatisfied with the outcome of the investigation, Treetops ELC’s management and the complainant shall confer to discuss the matter further; (f) if the complainant is still not satisfied with the outcome, then a formal complaints can be made to the Ministry of Education.