Parent feedback, compliments and complaints

Our Hillsborough and Elermore Vale staff are passionate about providing a fun, safe and inclusive environment at both of our out of school hours centres. We believe communication important and encourage our parents and carers to give us feedback.

Give us a call to discuss any compliments or complaints you may have.

Complaint Procedure

Please feel free to let us know if you are unhappy with the service we are providing, you have a challenge with a staff member or your child is having difficulties with another child in care. Communication will often help resolve difficult situations and it is part of our role to help resolve any grievances you may have.

As soon as something upsets you please let us know either informally by having a chat with one of our team members or formally in writing.

All confidential conversations with parents take place in a quiet area away from children, other parents and staff. If you have a suggestion or are unsatisfied with the service we are providing, you can arrange to speak directly with the centre supervisor at a time convenient to you both.

If you are unsatisfied with the outcome of that meeting, we ask you to discuss the issue with Hillsborough OOSH or Elermore Vale OOSH management, either in writing or verbally. Together the centre's manager and supervisor will develop a strategy to address the issue. We are happy to discuss the strategy with you or if you would prefer, arrange a meeting between you, the supervisor and management to discuss and resolve the problem.

Once resolved, your complaint will be recorded and dated and we will notify you in writing of the agreed resolution. If you feel the matter cannot be resolved internally, we can get external mediation.

Please feel free to speak to a staff member or call us to discuss this process or any concerns you have.

Children's Concerns

Children sometimes fall out with each other or have disagreements with an OOSH staff member. When this happens, we strive to avoid any embarrassment for your child by having a confidential conversation in a quiet area away from other children, parents and staff.

If your child or children's complaint relates to a staff member, they will be directed to the coordinator who will talk to your child in private, and then discuss the circumstances in private with the staff member involved. If there is no agreed resolution an unbiased third party will be consulted for guidance on a mutual solution.