Verbal Complaint Record and Assessment

Trim Ref: Date: Time:

Identifying details: / Region
Education and Care Service
Complainant
Issue Summary: / Summarise the complaint issues briefly here
  1. The caller identified themselves as a parent/staff member/ex-staff member/member of the public/anonymous.
Caller details
­Caller Name:
­Date:
­Time:
­Address: (if possible)
­Telephone number:
­Email address:
­Child’s name:
  1. Verbal Privacy Statement read:
Any information you provide to me will be used by the Department of Education, Training and Employment (the Department) to record, process and, where appropriate, investigate complaints made about education and care services regulated by the Education and Care Services National Law and child care services regulated by the Child Care Act 2002. The information may also be used by the Department to monitor and enforce compliance with the legislation.
Information (including your personal information) may need to be disclosedto the Queensland Police Service, Department of Communities (Child Safety) or the Commission for Children and Young People and Child Guardian (CCYPCG), for example, if your complaint relates to an alleged criminal offence, harm to a child or inappropriate conduct of a person who holds a working with children check (blue card).
Your complaint is also likely to be raised with the education and care service, child care service, educator or person to whom the complaint relates, so he or she can respond to the complaint. This is to ensure that all relevant parties receive a fair hearing and that the person can respond fully to the details of the complaint. In some cases, the Department may not be able to investigate, or only partially investigate the complaint if you do not consent to sharing your identity with the other party or parties.
Personal information will not otherwise be disclosed to any other person or agency unlessyou have given us permission or the disclosure is authorised or required by law.
  1. The caller does/does not consent to their information being released to the education and care service; however does understand that their identity may become naturally apparent to the education and care service during the course of the investigation.
  1. The caller stated that they have/have not contacted the education and care service directly about the complaint. If contacted, the education and care service took the following action in response to the complaint:
  1. Complaint details:
  1. The caller specifically named the following people as part of their complaint:
  1. The caller identified the following as information that they wish not to be released to (note verbal privacy statement above and that the Department may disclose to QPS, Child Safety CCYPCG):
  1. The caller stated that their desired outcome from this complaint is:
  1. The caller was advised that:
Their complaint may require referral to the Queensland Police Service, Child Protection Investigation Unit
Their complaint would be better/should also be directed to (eg. CCYPCG, WHSQ etc)
There are limitations on communicating outcomes of complaints
They will be notified when the investigation has finalised in writing (if they have provided their contact details).
They may be contacted again if further information is required.
  1. The caller was thanked for their complaint.
  1. The complaint can be categorised as a:
Question/enquiry that does not require investigation or cannot be investigated
Complaint about an education and care/child care service or educator that requires further investigation
Complaint about the Department of Education, Training and Employment
Request for a review of a complaint investigation
Complaint involving a parent being denied/allowed access to a child or document, and the matter is complicated by the interpretation of Court Orders
A combination of:
  1. I recommend that:
all the complaint issues be investigated.
some of the complaint issues be investigated, specifically:
But some of the complaint issues not be investigated, specifically:
  1. .
none of the complaint issues be investigated, because …..
  1. AnInvestigation Report has been initiated.
  2. I do/do not consider that this complaint involves a serious safety breach and will require a response within 2 working days.
  3. I do/do not consider that this complaint requires the preparation of a Critical Incident Report.
NAME
Authorised Officer
Date

Uncontrolled copy. Refer to the Department of Education, Training and Employment Policy and Procedure
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