Complaints & Policies

Complaints procedure:

We welcome complaints as an opportunity to enhance the quality of our education and care practices. We reflect on each complaint received, identifying any issues or areas of improvement for our service.

Children’s safety, health and wellbeing is our key priority. In line with regulatory requirements, we notify the regulatory authority of any complaints alleging the occurrence of a serious incident or contravention of the Education and Care Services National Law.

Our families are integral to our service. We welcome their input into all aspects of our service’s operation, including any complaints they may have.

We encourage families to let us know in writing by emailing

Centre Policies:

Policies and procedures support the foundation of quality practice.  They help to guide the actions of everyone involved in our service and guide the daily work and decision making, promoting the best outcomes for children, families and staff.

The National Quality Framework (NQF) provides a national approach to regulation, assessment and quality improvement for early childhood education and care and outside school hours care services across Australia.

The NQF has been designed to encourage continuous improvement of education and care services across Australia. One of its important features is that it sets out a series of National Quality Standards (NQS) against which all early childhood education and care services will be assessed and given a rating.

The seven quality areas are:
1. Educational program and practice.
2. Children’s health and safety.
3. The physical environment.
4. Staffing arrangements.
5. Relationships with children.
6. Collaborative partnerships with families and communities.
7. Leadership and service management.

Our policies and procedures are built on these key seven areas. We are in the process of combining policies for our long day care, family day care and outside school hours services. They are available in our foyer.  Should you wish to have a copy of a particular policy, don’t hesitate to ask.

All Early Childhood Education and Care Services are required to have policies and related documents in relation to certain matters under Regulation 168 of the Education and Care Services National Regulations.

You can find more information about the NQF and NQS at