Effective complaints handling is an important way everyone can help to protect children and influence changes in practice and quality improvement. Children are particularly vulnerable due to their limited voice and agency, making it essential that services respond to concerns promptly, transparently, and appropriately. VECRA recognises this vulnerability and the important role parents, guardians, educators and others can play in keeping children safe by sharing their concerns.
Service policies must consider the safety, rights and best interests of children as the paramount consideration. ACECQA has guidelines to help approved providers develop these. See Preparing NQF policies and procedures.
Making a complaint to VECRA
While VECRA has a role in responding to complaints, we can only assist with:
- concerns or complaints that allege non-compliance with the National Law or Children’s Services Act
- complaints alleging a serious incident at a service (VECRA must be notified of these within 24 hours)
- cases where there is a breach of the National Law or Children's Services Act.
We cannot assist with complaints not related to non-compliance with the National Law or Children’s Services Act including complaints relating to:
- fees
- workplace issues related to staff employment in a service
- lost items.
These matters should be raised with the approved provider or relevant government agency. For example, services should direct complaints about child Care Subsidy (CCS) payments or debts to the CCS Helpdesk (1300 667 276). Suspected fraud can be reported via the Department of Education tip-off page.
Read more about how to make a complaint about an early childhood service to VECRA.
Mandatory Reporting
If a child is in immediate danger call 000 and ask for police. Childcare services and educators are mandatory reporters under the Reportable Conduct Scheme.
If they form a reasonable belief that a child has suffered, or is likely to suffer significant harm from physical or sexual abuse, or if a child’s parents cannot protect them, the matter must also be reported to the Social Services Regulator.
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