Policy Overview
Australian Childcare Alliance Qld (ACA Qld) is committed to continually improving the products and services we provide by welcoming feedback from Members and our community. We want to ensure that any person or organisation using our services or affected by our operations, has the right to lodge a complaint or to appeal a decision of the Association.
We value your feedback and commit to resolving issues quickly, fairly, efficiently and with courtesy. Your rights to confidentiality, access, equity, and transparency shall be maintained throughout the complaints handling process.
The Association will provide a complaints management procedure that:
- is simple and easy to use
- is available to all members, and other stakeholders via the ACA Qld website.
- ensures complaints are fairly assessed and responded to promptly
- is procedurally fair and follows principles of natural justice.
Our Commitment
If you make a complaint to ACA Qld you can expect that we will:
- treat you with respect
- tell you what to expect while your complaint is being looked into
- carry out the complaint handling process in a fair and open way
- provide reasons for decisions that are made
- protect your privacy
Definitions
Complaint: an expression of dissatisfaction made to or about ACA Qld regarding our team, services or products that warrants response or resolution
Complainant: the person or entity that makes a complaint
Customers: Member services, non-member services and all other stakeholders
Escalation: the process of referring complaints to other persons for additional management action
Principles
The following principles shall guide our Association and commitment for managing customer complaints. We shall:
- ensure our customers are encouraged to raise concerns about the service or product they are provided
- accept all complaints from customers, suppliers, other stakeholders and members of our community
- recognise the importance of complaints that are submitted to us
- ensure confidentiality of all parties is maintained throughout the process
- commit to the resolution of complaints that satisfies all parties
- endeavour to manage complaints within a timely manner
- maintain communications with all parties during the process
- provide employees with training on this policy and procedure
- provide awareness on escalation options if required
- ensure complainants are not disadvantaged by submitting a complaint under this process
- ensure management reviews include complaints data to identify improvement opportunities
- continually monitor and improve the complaints management system.
Making A Complaint
A person wishing to make a complaint may do so in writing or verbally to:
- the team member they were dealing with at the time, unless making a complaint about that person
- the General Manager, or
- Members of the Management Committee
Written complaints may be sent to the ACA Qld office via post to PO Box 137, Springwood Qld 4127, or via email to gm.qld@childcarealliance.org.au. The General Manager will be responsible for receiving this correspondence and directing it to the appropriate person.
Procedure For Complaints Management
The person managing the complaint will be responsible for:
1. Registering the complaint:
- registering the complaint in the ACA Qld complaints register
- informing the complainant that their complaint has been received and providing them with information about the process and time frame
2. Investigating the complaint:
- examining the complaint within 5 working days of the complaint being received
- informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
As far as possible, complaints or appeals will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.
3. Resolving the complaint:
- making a decision or referring to the appropriate people for a decision within the required timeframes
- Informing the complainant of the outcome and any options for further action if required
4. What if I am unhappy with the resolution?
- If you are not happy with the outcomes of a complaint, you may lodge an appeal in writing to acaqldpresident@childcarealliance.org.au. You may also be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint.
QPP complaints process
The same procedure above will be followed in the case of QPP related complaint with the following adjustments.
1. Register your complaint with the Strategic Projects Manager- qld.projects@childcarealliance.org.au
2. If you are not happy with the outcomes of a complaint, you may lodge an appeal in writing to acaqldpresident@childcarealliance.org.au
3. If you are still not happy with the outcome you can contact the Department of Education projects team-
Record Keeping
A register of complaints will be kept by ACA Qld. The register will be maintained by the General Manager and will record the following for each complaint:
- Details of the complainant and the nature of the complaint
- Date lodged
- Action taken
- Date of resolution and reason for decision
- Indication of complainant being notified of outcome
- Complainant response and any further action
Copies of all correspondence and other materials received by ACA Qld in connection with any complaints will be kept for 7 years.
The complaints register and files will be confidential and access is restricted to the General Manager and the Management Committee.
Continuous improvement of the complaints management system
The complaints policy and process shall be reviewed and evaluated every year. This will include:
- review of the Complaints Policy
- corrective actions and improvement opportunities identified to improve the system
- plans to ensure continual improvement.