Unit of competency Outline

Date retreived
23/07/2026 3:44 AM AWST

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Respond to grievances and complaints about the service

Respond to grievances and complaints about the service

Unit of competency
National Code
CHCECE053
State Code
ODK30
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
20/07/2021
View on TGA
State Implementation and Classification
Approved Date
30/11/2021
Field of Education
080501 - Sales
Original Release Date
30/11/2021
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to effectively resolve grievances and complaints about the service.This unit applies to educators working at a leadership level in a children’s education and care services in Australia. Work is undertaken collaboratively according to the philosophy of the service. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Respond to a family member’s concerns.
  • 1.1. Clarify the concern promptly and identify key issues through discussion with the family member.
  • 1.2. Use appropriate communication strategies to discuss possible resolutions, focussing on collaborative decision-making.
  • 1.3. Confirm next steps and clarify agreement with all relevant parties.
  • 1.4. Follow service privacy and confidentiality requirements.
2. Acknowledge and address grievances and complaints.
  • 2.1. Listen respectfully to person’s concerns.
  • 2.2. Identify, investigate and discuss issues underlying grievance or complaint according to service procedures.
  • 2.3. Prioritise and take action with the level of urgency the situation requires.
  • 2.4. Explain complaint process and clearly inform complainant of what can and cannot be expected from process.
  • 2.5. Refer complainant to appropriate procedures or forums.
3. Resolve complaints.
  • 3.1. Seek advice, generate options and facilitate resolution according to service procedures.
  • 3.2. Facilitate mediation between parties concerned according to service procedures.
  • 3.3. Obtain agreement regarding resolution of issues.
  • 3.4. Document process and outcomes according to service procedures.
4. Review outcomes.
  • 4.1. Seek feedback from relevant parties about the outcome of grievance or complaint.
  • 4.2. Clarify 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
AVC04 CHCECE029 Respond to problems and complaints about the service Unit of competency