Complaints management processes should be accessible, responsive to and understood by children and young people, families, staff and volunteers. Processes should be linked to a Code of Conduct and provide details about where breaches of the Code have occurred.
Child safe and friendly organisations establish guidelines for listening to children and young people about any concerns or complaints about behaviour towards a child, including the disclosure or discovery of abuse (Australian Human Rights Commission 2018; Commissioner for Children and Young People, 2019).
- Complaint handling guide – National Office for Child Safety – information for 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.
- Complaints resources for children and young people – National Office for Child Safety – resources developed specifically for children and young people to promote their awareness of how to make complaints about organisations.
- How to Speak Up and Make a Complaint Poster Template (PDF, 322KB) – Commissioner for Children and Young People WA (CCYP) and Department of Communities – An editable A3 poster to direct children and young people to a relevant contact within your organisation. Find more resources on how children and young people can make complaints on the CCYP website.
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