If the complaint is about a child protection concern (abuse/neglect) a notification needs to be made to Child Protection on 1300 737 639.
The Education and Care Unit (ECU), Department of Education (DoE), is responsible for the administration of the Education and Care Services National Law (Tasmania) 2011and the Child Care Act 2001. The ECU approves education and care services under the National Law and National Regulations and licenses child care services under the Tasmanian Child Care Act 2001, in conjunction with the implementation of the Standards for centre based care and in home care.
The ECU investigates complaints and contraventions when any concerns are raised about the actions, activities or facilities in relation to education and care/child care services that may impact on the quality of education and care provided for young children. Complaints may be received about approved, licensed or unlicensed services.
Issues of concern may be raised with the ECU by parents, staff, members of the public or other persons involved with a service. Prior to approaching the ECU with a complaint, it would normally be expected that the matter had been discussed with the service in an attempt to resolve the issue.
If you have been unable to resolve the issue with the service or there are circumstances where this is not possible or appropriate, the ECU may be notified on (03) 6165 5425, 1300 135 513 or email@example.com
Complaints will be:
· reviewed for non-compliance with the relevant legislation;
· assessed for risk to the health, safety or wellbeing of any child; and
· investigated, as required, by an authorised officer.
Complaints against the ECU
As the ECU is committed to operating in a professional manner at all times, it is essential for both the public and the ECU that clear processes are in place to handle any concerns or complaints. Areas of concern may include ECU policy or practice, the manner in which personal information is handled or regarding individual staff members.
Initially the matter may be discussed with a Team Leader or an authorised officer. The person dealing with the complaint will try to resolve the complaint in discussion with you and, and as appropriate, may also seek information from the person against whom you have made the complaint. This may be sufficient to address your concern.
If you feel that the complaint has not been adequately addressed, you may decide to proceed and lodge a complaint with the ECU. Complaints may also be lodged with the Conduct & Investigations Unit or a higher level of management within the Department of Education.
For services approved under the Education and Care Services National Law, ACECQA (the Australian Children’s Education and Care Quality Authority) may be contacted on 1300 4 ACECQA (1300 422 327), firstname.lastname@example.org or https://public.nqaits.acecqa.gov.au.