Jedda Nightly belongs to a local Aboriginal community. She identifies as a Bunarong woman. She works four days per week to provide for her three children who attend your service. She lives with Aunty Aurora who is an Elder. They had planned to visit their family last weekend.

You check the centre emails shortly after arriving to work on a Monday morning and find the below sitting in the inbox:

Dear management,

I am not happy that our family did not have enough money to go away last weekend, thanks to you taking out a much larger amount from our bank account. I want to know why extra fee money has been debited from our account! I know that we did not attend more hours this past fortnight as I am guessing that's why extra money came out. I want our money returned now as it is our money- not yours!

From,

Jedda Nightly.

Your colleague replied to the email to let Jedda know that management would investigate this further

APPENDIX 1: GRIEVANCE & COMPLIANTS RECORD

Parent Name/s
Date of complaint		Date of mediation/response
Method of complaint	Verbal Email Google other:
Circumstances leading up to the complaint
Key issues raised	1. 2. 3.
Parent/s preferred outcome/s	1. 2.
Policies and/or procedures that relate to this issue
Options to resolve issue/s	1. 2. 3.
STEPS AGREED / COURSE OF ACTION	BY WHEN?	PERSON RESPONSIBLE	ACTIONED?
Parent name: signed: Date:
Staff name: signed: Date:
Parent name: signed: Date:
Staff name: signed: Date:

put information in templete