Concerns or complaints:

These are the steps to follow if you are unhappy about something at our kinder:

• raising a complaint directly with the person involved, in an attempt to resolve the matter without recourse to the complaints and grievances procedures. We will provide you with a copy of our Complaints and Grievance policy
• communicating (preferably in writing) KINGSWAY DRIVE jacaranda.lalor.kin@kindergarten.vic.gov.au or NEBEL STREET jacaranda.nebel.kin@kindergarten.vic.gov.au any concerns relating to the management or operation of the service as soon as is practicable
• raising any unresolved issues or serious concerns directly with the Approved Provider, via the Nominated Supervisor– Kate Digney or Emma Reimers -94644723 at Nebel Street and Julie on 94651993 at Kingsway Drive 
• maintaining complete confidentiality at all times
• co-operating with requests to meet with the Grievances Subcommittee and/or provide relevant information when requested in relation to complaints and grievances.
• you can make a complaint directly to the Department of Education and Training regarding the operation of a children’s service at any time. In this situation, an authorised officer from your local regional office will assess how serious the complaint is and then take further action. An authorised officer will always investigate any complaints that allege a child’s health, safety and well being has been compromised or there has been a contravention of the relevant legislation. Among other things, the authorised officer may telephone the service, inspect the service, question staff members, take written statements, conduct formal interviews, or seize evidence when investigating complaints.

Email: nwvr@edumail.vic.gov.au

Phone: 03 9488 9488
http://www.education.vic.gov.au

Contact the Licensed Childcare/Children’s Services help line on 1300 307 415

Remember children’s services staff and educators have an obligation to deal with issues in a positive, constructive and professional manner. You should also deal with any concerns in a positive and constructive manner when speaking with staff and educators.