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.