CHCECE053 Respond to grievances and complaints about the service

Release: 1

CHCECE053 Respond to grievances and complaints about the service

Modification History

Release 1. CHCECE053 Respond to grievances and complaints about the service supersedes and is equivalent to CHCECE029 Respond to problems and complaints about the service.

Application

This unit describes the performance outcomes, skills and knowledge required to effectively resolve grievances and complaints about the service.

This unit applies to educators working at a leadership level in a children’s education and care services in Australia. Work is undertaken collaboratively according to the philosophy of the service.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian standards and industry codes of practice.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Early Childhood Education and Care

Unit Sector

Children’s Education and Care

Elements and Performance Criteria

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Respond to a family member’s concerns.	1.1. Clarify the concern promptly and identify key issues through discussion with the family member. 1.2. Use appropriate communication strategies to discuss possible resolutions, focussing on collaborative decision-making. 1.3. Confirm next steps and clarify agreement with all relevant parties. 1.4. Follow service privacy and confidentiality requirements.
2. Acknowledge and address grievances and complaints.	2.1. Listen respectfully to person’s concerns. 2.2. Identify, investigate and discuss issues underlying grievance or complaint according to service procedures. 2.3. Prioritise and take action with the level of urgency the situation requires. 2.4. Explain complaint process and clearly inform complainant of what can and cannot be expected from process. 2.5. Refer complainant to appropriate procedures or forums.
3. Resolve complaints.	3.1. Seek advice, generate options and facilitate resolution according to service procedures. 3.2. Facilitate mediation between parties concerned according to service procedures. 3.3. Obtain agreement regarding resolution of issues. 3.4. Document process and outcomes according to service procedures.
4. Review outcomes.	4.1. Seek feedback from relevant parties about the outcome of grievance or complaint. 4.2. Clarify misunderstandings or concerns regarding process or own role. 4.3. Use feedback and lessons learned to identify and implement improvements to own practice and service.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
SKILLS	DESCRIPTION
Reading skills to:	interpret service policies and procedures
Oral communication skills to:	ask open and closed questions and actively listen to seek information and confirm understanding.
Self-management skills to:	proactively seek opportunities to improve own work practice and conduct.
Technology skills to:	document complaints and how they were addressed using digital media.

Unit Mapping Information

Release 1. CHCECE053 Respond to grievances and complaints about the service supersedes and is equivalent to CHCECE029 Respond to problems and complaints about the service.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=5e0c25cc-3d9d-4b43-80d3-bd22cc4f1e53