Parent Handbook - PARENT/CLIENT GRIEVANCE PROCEDURE

Communication is paramount to successful relationships between families and the Centre therefore any feedback will be considered and practices reviewed.
The Centre encourages parents to discuss room/child related issues with their primary care staff in the first instance. Other issues i.e. management should be discussed with the Director.

If issues cannot be resolved at this level, the client/parent should follow these steps:

1. The client/parent should first raise the matter in writing with either the Director or an Executive of the Management Committee. If, in the event the grievance is lodged with a member of the Executive, the Director must be informed of the grievance within two working days. If lodged with the Director the grievance must be brought to the attention of the Executive Committee within two working days.
2. The Executive Committee will meet to interview the client/parent who has lodged the grievance within ten working days from receipt of the grievance.
3. Should interviews be necessary with other persons/parties, those interviews will take place as soon as reasonably practicable.
4. The Executive Committee will consult the Management Committee members about this matter. The Management Committee will come to a resolution, recommending any necessary action based on the information provided by the Executive.
5. The client/parent and all other parties to the process shall be advised in writing of the Management Committee’s decision within one week of the Management Committee’s decision.
6. The client/parent may have a support person of their choice present at any stage of the process.
7. At any stage of the grievance process, the client /parent has the right to withdraw any such grievance.
8. The confidentiality of all parties to the process will be maintained within the structure of the grievance procedure.

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