COMPLAINTS POLICY

(Revised Jan 2020)

Rationale
Scope

This policy covers Concerns and Complaints regarding employees, event workers and contractors, event participants and event attendees.
This identifies the areas covered by this policy and its related procedures.

Definitions

A concern is any low-level query or statement by a parent/caregiver, employee or other individuals ‘which relates to an employee, management practice or decision, or other aspects of the service’s policies or operations.

This is most likely to be resolved by discussion, clarification, information or very low-level corrective measures only – not a disciplinary action.

A complaint is a more serious statement made by a parent/caregiver, employee or other individuals which relate to an employee, a professional or management practice or decision, or other aspects of the service’s policies or operations that have not met that person’s expectations for some reason.

A complaint is more likely to require corrective measures or disciplinary action.

The process for managing complaints is as follows: