Child Care and Early Years Act, 2014
The purpose of this policy is to provide a transparent process for parent / guardians, the child care licensee and staff to use when parents / guardians bring forward issues and concerns.
Our child care centres are dedicated to ensuring the delivery of high quality child care to all families. Children should be in a healthy, safe, happy environment. Children's Services is committed to work in partnership with families to resolve any concerns and complaints that they may have about their child's care.
Children's Services, Child Care Centres will provide clear and transparent information to parents, the community and staff on how concerns and complaints will be managed and resolutions will be found. This will ensure that families have access to support and direction when attempting to resolve a complaint.
Parents / guardians are encouraged to take an active role in our child care centres and regularly discuss what their child(ren) are experiencing with our program.
As supported by our program statement, we support positive and responsive interactions among the children, parents / guardians, child care providers and staff, and foster the engagement of and ongoing communication with parents / guardians about the program and their children. Our staff are available to engage parents/guardians in conversations and support a positive experience during every interaction.
Families can expect their concerns will be responded to in a courteous, respectful and timely manner. All issues and concerns raised by parents / guardians are taken seriously by the supervisor and staff of the child care centre. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties as quickly as possible. Families can expect an initial response within five business days from the supervisor, designate or manager, after becoming aware of the complaint. The person who raised the issue / concern will be kept informed throughout the resolution. Supervisors will maintain a record of parent complaints on the Family Complaint Log Form and in Ontario Child Care Management System case notes.
At any time during the process the family may choose to involve an external agency such as the Ministry of Education, the College of Early Childhood Educators or Family and Children's Services.
Confidentiality should be adhered to throughout the complaint resolution process. Every effort will be made to protect the privacy of parents / guardians, children, staff, students and volunteers, except when information must be disclosed for legal reasons. For example, the Ministry of Education, College of Early Childhood Educators, law enforcement authorities or Family and Children Services ). This means that the complaint should only be discussed by those people directly involved in the resolution process and/or governing bodies / agencies.
All issues or concerns about the conduct of staff, students and / or volunteers that puts a child's health, safety and well-being at risk should be reported to the supervisor as soon as parents / guardians become aware of the situation.
The family should:
Investigation of issues and concerns will be fair, impartial and respectful to parties involved. If you're unsatisfied or still have concerns you may want to then move to the second point of contact.
The family should:
Move to the third point of contact if unsatisfied or still have concerns.
The family should:
For program concerns, contact the Ministry of Education's Child Care Complaint line:
For complaints regarding registered early childhood educators, contact the regulatory body of the College of Early Childhood Educators:
For children in need of protection, or concerns of suspected abuse or neglect of a child, contact Family and Children's Services Niagara:
For environmental health concerns, contact Niagara Region Public Health:
Our child care centres maintains high standards for positive interaction, communication and role-modeling for children. Harassment and discrimination will therefore not be tolerated from any party.
If at any point a parent / guardian, provider or staff feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the supervisor and / or licensee.