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If a complaint is about a child-protection, abuse or neglect you must make a notification to the 24-hour Child Abuse Report Line on 13 14 78, or create a notification online.
Complaints relating to early childhood services or educators
The Education Standards Board is responsible for investigating complaints that we receive directly about approved providers, services and educators within our jurisdiction.
You can report a complaint to us if you have a concern about:
- non-compliance with the early childhood services legislation
- health, safety or wellbeing of any child within a service.
Before making a complaint to the ESB, we strongly encourage you to use the service’s complaints process as they are usually best placed to respond to your concerns.
Services are required to have:
- policies and procedures for dealing with complaints
- processes in place to ensure complaints are addressed, investigated fairly and documented in a timely manner.
On receipt of a complaint, we will:
- triage the complaint within the working day following receipt to determine any risk to the health, safety or wellbeing of children.
- ensure immediate safeguarding actions have been taken (where necessary).
- undertake enquiries to obtain information. This may include contacting you, visiting the service and requesting evidence.
- assess all information available to determine the appropriate course of action.
We are unable to take complaints or investigate disputes about:
- fees and charges for early childhood services
- an approved provider’s compliance with their constitution; and
An early childhood service complaints management policy is currently in development and will be released in 2023.