Beckenham Out Of School Care Organisation

 Complaints Procedure

Definition of a complaint or concern - the following constitutes a complaint

Any verbal or written concern/observation that call into question the actions, behaviour or activities of any person involved with the Organisation, or any aspect of the Organisation’s environment, which impinges on the rights, safety or health of any person at BOSCO Incorporated.

If any parents/caregivers have complaints about the programme or Staff Members the following procedure is required:

• A verbal or written complaint or concern should be discussed with the Supervisor. If this is inappropriate, the concern/complaint may be made to the Chairperson of the Management Committee.
• The Chairperson will then take the complaint to the Management Committee, in which they will respond to within 14 days.  Where possible, a mutually agreeable outcome will be sought. 
• A record of all complaints and their resolutions will be kept on file, held by the Chairperson.
• If a person makes a complaint about BOSCO Incorporated to any outside authority, s/he is required to advise the Supervisor or Management Committee as soon as possible in the interest of the well being of others at the programme.
• The Supervisor will keep the Management Committee informed of any verbal complaints received.
• Details of the complaint, including the identity of the complainant, must be kept confidential to those concerned, unless requested otherwise by the complainant.

REPORTING A SERIOUS CONCERN TO CHILD YOUTH AND FAMILY:

                                    Contact Details:  All Child Youth and Family Offices

                                    Open Hours 8.00am – 5.00pm

                                    0508 FAMILY

                                    0508 326 459