Complaint Policy

Complaint definition—a report from a parent or other person (required by law to report child abuse) that a caregiver is providing care which that person believes to be harmful to the child.

Classification of Complaints

  1. Child Protection: These are complaints of child abuse or neglect.  Abuse and neglect are those situations (non-accidental) in which a child suffers physical trauma, deprivation of basic physical and developmental needs or mental injury as a result of the act of a caregiver.
  2. Health and Safety:  These include, but are not limited to: cleanliness of facility, providers, and children; changing and toileting practices; eating and nutrition practices, maintaining adult/child rations as outlined in the Health Department regulations; use of unsafe equipment; transporting children in an unsafe manner; leaving children with unqualified caregivers.  Refer to the Health Department regulations for specific guidelines in these areas.
  3. Other Concerns:  These include calls about business practices, style or temperament of providers, physical differences, etc.  They are not considered complaints as they do not involve providing care which is harmful to the child (see definition of complaint).

Complaint Procedures

  1. The Child Care Referral Coordinator takes all complaint calls unless unavailable and a child is in imminent danger (in this case the complaint will be taken by the Referral Counselor).
  2. Child Protection—all child protection complaints will be reported to Child Protective Service and complainants will be encouraged to call the Health Department also.
  3. Health and Safety—all health and safety complaints will be reported to the local Health Department and complainants will be encouraged to call the Health Department also.
  4. Other Concerns—the Child Care Referral Coordinator will counsel with parents about appropriate options for resolving their concerns but the responsibility for action here lies with the parent.
  5. Follow-Up—the Child Care Referral Coordinator will remain in contact with the appropriate regulatory agency until a final determination has been made.