Scenario: Complaint

Elliott (4 years 4 months) attends childcare 2 days per week whilst his OOHC Educator/Carer Ruth Smith attends specialists' appointments with her own child. Elliot's behaviour is becoming increasingly defiant towards staff/educators at the Childcare Centre and aggressive towards peers. The childcare centre educator, Lee has told Ruth that Elliott will be suspended from the centre next time as he is aggressive.

Ruth is very concerned and is wondering why Lee has jumped to saying this before any other steps. She decides to try and talk to him about it the next day with her husband as her Co-Educator for support. Lee in meeting Ruth and her husband formally greets them "Hello Mr and Mrs Smith I suppose you're here to talk about Elliott? Well its too late I had a meeting with the other Educators in the room last evening and are talking to the Director today."

Ruth says to her husband lets leave this today and without replying they all walk out of the Childcare Centre.

a)If you were Ruth OOHC what steps would you take next to ensure a formal complaint was heard by the Management of the Childcare Centre.

b)Using the Model Complaints Policy as a guide, list the five steps that Management at your Service would take to improve workplace practices and responsiveness to address a complaint.