Unit of competency Outline

Date retreived
22/07/2026 8:13 AM AWST

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Respond to problems and complaints about the service

Respond to problems and complaints about the service

Unit of competency
National Code
CHCECE029
State Code
AVC04
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
06/08/2015
View on TGA
State Implementation and Classification
Approved Date
22/01/2016
Field of Education
080501 - Sales
Original Release Date
22/01/2016
Nominal Hours
40
Description
This unit describes the skills and knowledge required to effectively resolve grievances and complaints about the service.The unit applies to educators who work with children in a variety of education and care services.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Notes
Elements and Performance Criteria
1.Respond to a family member’s concerns about their child
  • 1.1 Discuss observations about the child in the service
  • 1.2 Collate and present feedback and views of all workers involved with the child
  • 1.3 Discuss concern and identify key issue/s with the family member
  • 1.4 Use appropriate communication strategies to discuss possible actions with family and collaborate to reach a decision together
  • 1.5 Confirm next steps and clarify agreement with all relevant parties
2. Acknowledge and address grievances and complaints
  • 2.1 Listen respectfully to person’s concerns
  • 2.2 Identify, investigate and discuss issues underlying complaint according to guidelines
  • 2.3 Prioritise and take action as quickly as the situation requires
  • 2.4 Explain complaint process and inform complainant of what can and can not be expected from process
  • 2.5 Refer complaint to appropriate procedures or forums as appropriate
3. Effect resolution of complaints
  • 3.1 Ensure parties are clear about confidentiality and the rights of others and protect these during the process
  • 3.2 Seek advice in accordance, generate options and facilitate resolution in accordance with organisation procedures
  • 3.3 Facilitate mediation between parties concerned as relevant
  • 3.4 Obtain resolution or an agreement for moving forward or setting aside issues
  • 3.5 Document process and outcomes according to the organisation’s procedures
4. Review outcomes
  • 4.1 Seek feedback from relevant parties about the resolution of problem and/or complaint
  • 4.2 Clarify any 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
No information
No information
Replaces
State Code National Code Title Type
D2710 CHCRF623C Respond to problems and complaints about the service Unit of competency
Replaced By
State Code National Code Title Type
ODK30 CHCECE053 Respond to grievances and complaints about the service Unit of competency