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Protocols for
Managing Complaints
The majority of OSHC programs strive to provide the best service
possible to the children and their families using the service as well
as to the staff employed. There are, however, occasions where
misunderstandings or conflicts may occur.
These misunderstandings may be avoided where there is clear
information available about the service’s philosophy, policies and
procedures and where individuals understand their rights and
responsibilities (refer page 21). The OSHC service should have in place
policies and procedures to address complaints and grievances and be
able to manage issues, as and when they arise, in a professional manner.
Each complaint should be treated on an individual basis, dependant on
the nature and circumstances of the complaint and the people involved.
In the event of a complaint or alleged breach of these guidelines the
following procedures may assist:
• Complaints should be made calmly and as soon as possible.
• Complaints should be made to the person with the ability
to address the issue.
• Arrange an appointment so undivided attention can be given
to the matter.
• It is often beneficial to put complaints in writing, outlining
the concern, what effect this is having and possible solutions.
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