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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. 25
• If the complaint is verbal, keep note of who you spoke to and what action would be taken to resolve the problem. Procedure In the first instance the complaint should be raised with the service provider directly. All efforts by both parties should be made to resolve the matter quickly and appropriately. If the matter is not resolved or not resolved to the satisfaction of the complainant, the matter should then be raised in writing to the management of the service or the sponsoring body. In the case of serious breaches of guidelines or where the matter remains unresolved, complainants could contact the appropriate agency in relation to the area of complaint (list provided at page 27). 26
Page 2 and 3: Contents PART 1 BUILDINGS AND PHYSI
Page 4 and 5: Introduction Care for school aged c
Page 6 and 7: 2.5 Hazardous machinery, chemicals
Page 8 and 9: Safety, Health and Hygiene Practice
Page 10 and 11: 12 MEDICATION 12.1 Medication shall
Page 12 and 13: 16 STAFF INTERACTION WITH CHILDREN
Page 14 and 15: Operating Procedures 19 TRANSPORT 1
Page 16 and 17: 20.4 (a) There shall be a maximum o
Page 18 and 19: The defined circumstances in the No
Page 20 and 21: Operating Procedures 25 POLICY 25.1
Page 22 and 23: 30 INSURANCE 30.1 The OSHC service
Page 24 and 25: Charter of Rights and Complaints Ma
Page 26 and 27: ) assist in ensuring the facilities
Page 30 and 31: List of Agencies Where Complaints m

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