National Minimum Standards for Regulated Childcare for children up to the age of 12 years: statutory guidance - Audience and overview
Standard of care child minding and day care providers must meet to look after children under 12.
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Standard 19: Complaints
Child’s voice: If something isn’t right, everyone will listen and help sort it out.
Well-being outcome: Children and their parents are confident their views and complaints will be listened to, taken seriously and acted on promptly
The registered person is responsible for ensuring that:
19.1 A simple, clear and accessible written complaints procedure is in operation, which complies with the Regulations. The complaints procedure should include information about how to contact CIW (including the name, address and telephone number of the relevant CIW office).
19.2 All complaints are handled in a sensitive and confidential manner.
19.3 Complaints are considered and, where possible, investigated and resolved locally.
19.4 The complainant is notified, in writing, of the outcome of the investigation within 14 days of receiving the complaint. With the agreement of the complainant the period for resolution may be extended by up to a further 14 days if necessary.
19.5 An accurate and detailed written record of all complaints is kept, which includes the following information:
- name of complainant.
- nature of complaint.
- date and time of complaint.
- action taken in response to complaint.
- result of complaint investigation.
- information given to the complainant, including the date of response.
19.6 When the provision of child minding or day care for a particular child has been arranged by the local authority complainants are informed that they have the right at any time to complain to the local authority. Complainants must also be informed that they have the right at any time to complain to CIW.
To assist providers, the principal regulatory requirements underpinning this standard are outlined below, followed by relevant guidance. Providers should note that neither list is exhaustive, and that providers must have regard to all standards relevant to their service and the circumstances concerned.