complaint procedure
policy
In this section
All written complaints should initially be directed to the Co-ordinator and will need to clearly state the nature of the concern. As a follow up review of the concern will take place the person should provide full documentation of the concern.
The Co-ordinator will use his/her discretion, firstly to ensure the validity of the concern and then to take any action needed to resolve the concern. The review of the concern may involve the Co-ordinator talking with other people who will be given the opportunity for comment. Confidentiality of the concern and review process will be maintained by all involved.
No member of the family involved in any concern will be victimised by anyone associated with the Creche as a result of raising a concern or providing information to a review being undertaken.
The Co-ordinator will make the Management Committee aware of the concern, the action taken, and the outcome at the next Committee meeting. The Management Committee will only become directly involved if the Co-ordinator is unable to resolve the concern, or if the concern directly involves the Co-ordinator.
For a concern directly involving the Co-ordinator, the concern should be directed to a member of the Management Committee. The concern will then be brought to the attention of the Management Committee, who will firstly ensure the validity of the concern, and then use their discretion to review and resolve the concern.
Appropriate action will be implemented within 48 hours of a written concern being received. A written report will be retained of all concerns raised. The report will include the details of the outcome. Copies of the report will not be made available, however the people involved in the process may read the report on request.
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