Complaint and Concerns Policy

Policy Statement

At Twinkling Stars ECC, we believe in providing courteous and prompt attention to the needs and wishes of both children and parents. We encourage suggestions for enhancing our centre and take all concerns seriously. Most issues can be resolved through informal discussions with the appropriate staff member. If needed, we have established procedures for addressing concerns, aiming for satisfactory resolutions for everyone involved. Our approach is person-centered, focusing on individual needs rather than operational convenience.

Concern: something of interest or importance to someone – informal – doesn’t require official procedures.

Complaint: an expression of dissatisfaction about an action or lack of action or standard of care provided.

Concerns and complaints can be addressed verbally or in writing (e-mail, complaint form, and “your opinion matters” box at reception area). These complaints can also be given anonymously.

Procedures – Making a Complaint

Stage 1

  • Any parent who has a concern about an aspect of the Centre’s provision, following our open door policy, can discuss his/her concerns with the Centre’s Manager.
  • Most complaints should be resolved promptly and informally at this stage.

Stage 2

  • If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to the next stage of the procedure by putting the concerns or complaint in writing to the nursery manager.
  • For parents who are not comfortable with making written complaints, there is a template form for recording complaints; the form may be completed with the person in charge and signed by the parent.
  • The Centre records written complaints from parents in the child’s personal file. However, if the complaint involves a detailed investigation, the Centre’s Manager may wish to record all information relating to the investigation in a separate file designated for this complaint.
  • When the investigation into the complaint is completed, the Centre’s Manager meets with the parent to discuss the outcome.
  • Parents must be informed of the outcome of the investigation within 2 weeks of making the complaint.

Stage 3

  • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the Centre’s Manager and the Governors of the Centre. The parent should have a friend or partner present as witness if required.
  • An agreed written record of the discussion is made as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
  • This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the record will be stored as mentioned below.

Stage 4

  • If at the stage three meeting the parent and setting cannot reach agreement, KHDA (regulatory body) may be contacted to settle the complaint. KHDA has the legal power for further actions.

Knowledge and Human Development Authority

Block 8, Academic City, P.O Box 500008, Dubai, U.A.E.
Tel: +971-4-3640000
Fax: +971-4-3640001
Email: info@khda.gov.ae

Records

  • Our center maintains a comprehensive record of any complaints lodged against the Centre, children, or staff members. This record includes details such as the date, the nature of the complaint, and the steps taken to address it.
  • The resolution of all complaints is documented, and this information can be made available to parents upon request.
  • All concerns, complaints, and related records are handled with utmost confidentiality, adhering to the guidelines outlined in the 1998 Data Protection Act.

Policy created by Twinkling Stars Center Manager:
Ms. Asma Azher