Grievance & Complaints Procedure

The service is dedicated to giving all educators comfortable, trustworthy, and professional work environments. We encourage all educators to be courteous and respectful.
Whenever feasible, team members who are upset should try to resolve their differences directly with the parties. 
The issue should never be discussed with other team members. This might be considered a confidentiality violation and could result in additional disciplinary action.
  1. 1

    Informal Grievance Procedure

    Studio  or General Issues

    • The StudioLead of the room your child is in should be your first port of call.
    • Unless there are problems with the educational programme or practice your child is going through while in our care, as reported by the Studio teacher and lead.
    • The Studio Lead will be able to provide you with feedback regarding the program in the studio, your child’s input/influence on the program, any specific plans relating to your child etc.
    • The Studio Lead will also be able to provide you with guidance on who will be able to assist in the resolution of your issue or complaint.
    • Naturally, you should speak with the School Director or, in their absence, the Pedagogista (School Educational Leader) or Acting School Director if you have a problem or grievance regarding the studio lead or teacher in your child's studio.

    General Other Issues, including Fees and Services

    • You should speak with the Office & Experience Coordinator first before bringing up this matter further.


    Issues of Staff regarding Staff

    • Speak with the School Director or, in their absence, the Pedagogista (School Educational Leader) or Acting School Director if you have a problem or grievance regarding the studio lead or teacher in your child's studio.

  2. 2

    Formal Grievance Procedure

    Staff Member can log this into 1Place the following:
    • The service accepts that grievances can originate with any stakeholder including families, team members and members of the larger community. The following procedure is in the context of a complaint originating from a family of a child who attends the service; however, the same process would apply (in terms of the order of authority/escalation process) for any grievance or complaint.
      If any team member is approached about a grievance or complaint it is important to document this appropriately. Where the studio lead is the first point of contact, he/she should ensure that either the director or NS is informed of the circumstances and details. The director will then advise the studio lead about the level of documentation that should be completed (in some circumstances, a notation in a diary may be sufficient).
      Where a grievance will require investigation and follow up (for example, if a family member has requested that this occur or a written complaint has been received), documentation should be completed and include the following:
      • Details of the initial issue / concern / complaint. Include as much detail as possible including any expectations regarding resolution timeframes or contacts etc.
      • Date and time received
      • Signature of who received
      • Name/Title of person to conduct investigation or follow up
      • Details of investigation / follow up. Include copies of any associated documentation (eg current policy or procedure documents).
      • Details of escalation of grievance (notation of discussion with management etc).
      • Written reply/response to complainant outlining an outcome.
      • Details about complainant’s response to the outcome.
      • Any further action (eg follow up in 3 months to ensure that new procedure is being followed).
      • Details of grievance/s will be retained in the child’s file for further reference.
  3. 3

    Arbitration

    • Where the grievance or complaint relates to a team member or team members a decision will be made as to where the documentation will be retained.
  4. 4

    School Director / Nominated Supervisor

    School Director / Nominated Supervisor

    • The School Director is authorised to undertake reviews or investigations of complaints or issues relating to team members within the school. Where possible, please ensure you provide as much detail as you can–details such as dates and times will assist greatly in investigating any issues or problems.
    • The School Director is responsible for credit management issues (relating to your account) and can facilitate arrangements and agreements for payment/settlement of your account.
    • The School Director will also be able to provide you with guidance on who will be able to assist in the resolution of your issue or complaint, if appropriate.

    Contact Details

    School Directors
    • Hannah Sutherland-Smith (Perth) 
    • Acting School Director - Ashlee Jarvis (Fremantle School)
    Telephone: 08 9227 1409 
    Email Perth School: director.perth@theakidamy.wa.edu.au 
    Email Fremantle School: director.freo@theakidamy.wa.edu.au  

    • If a satisfactory resolution is not achieved at this level, please contact our Chief Financial Officer & Co-Founder (CFO )
  5. 5

    Chief Financial Officer & Co-Founder

    Natalie Sebbag is the CFO will investigate the matter and raise this with the CEO (who is the Approved Provider of the Akidamy). 

    Contact Details

    Email: natalie.sebbag@theakidamy.wa.edu.au
    Telephone: 08 9227 1409

    If a satisfactory resolution is not achieved at this level, the CEO will be investigate this matter.
  6. 6

    Chief Executive Officer (Approved Provider) & Co-Founder

    In case the aforementioned process does not result in a satisfactory solution, our CEO and Approved Provider, Michael Sebbag, will step in to take over the investigation.

    Contact Details

    Email: michael.sebbag@theakidamy.wa.edu.au
    Telephone: 08 9227 1409

  7. 7

    Regulatory Authority

    The Department – ECRU


    If a satisfactory resolution is not achieved, contact:
    Education and Care Regulatory Unit (ECRU)

    ECRU most commonly refers to the Education and Care Regulatory Unit in Western Australia (WA), a government body that approves, monitors, and enforces standards for childcare services to protect children, ensuring high-quality education and care through compliance checks, investigations, and supporting providers.  

    Contact Details

    Website: Website of ECRU
    Address: Borloo Campus Level 7, 130 Stirling St PERTH, WA 6000 
    Phone: (08) 6277 3889 or 1800 199 383