Complaint Handling Guide: Upholding the rights of children and young people
Domestic PolicyNational Office for Child SafetyNational Principles for Child Safe Organisations
Monday, 05 August 2019
Publication author(s):
Publication abstract:
Volume 7 of the Royal Commission into Institutional Responses to Child Sexual Abuse Final Report, Improving institutional responding and reporting, identified flaws in how some institutions responded to complaints of child sexual abuse including instances where institutions did not have clear complaint handling policies and procedures. In light of these findings, Principle 6 of the National Principles states that organisations should have processes to respond to complaints and concerns that are child-focused and uphold the rights of children and young people.
To support organisations to build their capacity in handling complaints involving children and creating child safe cultures, the National Office commissioned the Office of the NSW Ombudsman to develop the Complaint Handling Guide: Upholding the rights of children and young people (the Guide).
The Office of the NSW Ombudsman developed the Guide through a national consultation process involving the Office of the e-Safety Commissioner, Australian Human Rights Commission and children’s guardians, commissioners and ombudsman’s offices across Australia.
The Guide provides practical advice to organisations about how to develop, implement and maintain a complaint-handling system that prioritises child safety and promotes the rights of children and young people to have a voice in decisions that affect them.
The Guide is divided into nine guidelines, each addressing key aspects of an effective complaint-handling process and system. The Guide is also accompanied by an information sheet and reference guide to support organisations of all sizes navigate the material.
The information sheet, reference guide and complete Guide are available for download from the following links:
Appendices
The Guide contains a range of appendices that support organisations to understand and implement the nine guidelines and also, in some instances, serve as standalone tools. These appendices are featured within the Guide or can be downloaded as individual documents below.
Appendix A: Checklist for an effective complaint-handling system
Appendix B: Complaint-handling process: An overview
Appendix C: Answers to common questions from children and young people about the complaints process
Appendix E: Tips for responding to trauma during the complaints process
Appendix G: Child safety reporting process within an organisation
Appendix H: Defining concerning behaviour, misconduct and criminal conduct in a Code of Conduct
Appendix J: Planning an investigation – factors to consider
Appendix K: Tips for interviewing children and young people
Feedback
Let us know about your experiences with the Complaint Handling Guide: Upholding the rights of children and young people. Send your success stories and general feedback to the National Office for Child Safety via email to nationalofficeforchildsafety@pmc.gov.au.