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PROCEDURE FOR TREATING COMPLAINTS
Potential complaint situations

Situation 1. Any person can deposit a complaint with a permit holder when he wants to denounce a fact or a situation which leads him believe that there is failure in regard to an obligation imposed by the Educational Childcare Act or the Educational Childcare Regulation, or if he notes a fact or situation which seems to threaten the health, safety or the well-being of the children who https://time4essays.com are received in the daycare services managed by the CPE.

Situation 2. Any person can also deposit a complaint with a permit holder when he has reasons to believe that a member of the CPE personnel or a person acting on the permit holder’s behalf is neglecting an obligation or a duty imposed by the Act or the Regulation, or does not act fairly.

Situation 3. Firstly, the CPE must ensure the availability of a complaint treatment service during the business hours. The Director, or somebody appointed by her, receives the complaint.

Complaint treatment procedures

1.Firstly, the CPE must ensure the availability of a complaint treatment service during the business hours. The Director, or somebody appointed by her, receives the complaint.

2. A complaint can be made verbally or in writing, and will remain confidential. The person making the complaint will be invited to identify himself, to facilitate later communications, if they are necessary, but can choose to remain anonymous. If he identifies himself, he will receive a written acknowledgment.

3. A file is opened for every complaint received, and will have to contain an information form and follow-up reports.

4. Once the complaint is received, the Director initially determines its nature :

:: If the health or the safety of a child seems compromised, it is reported to the Department of Youth Protection (DYP), and there is collaboration in regard to the follow-up of the complaint.
:: If the complaint relates to a fact or a situation concerning the CPE or a member of the CPE, the file is transmitted to the Board without delay, or failing this, directly to the Ministry.
:: If the complaint relates to a fact or a situation concerning home childcare, a written report is sent to the RSG with a request to take the necessary measures to definitively correct the situation, or the Board takes hold of the file with the possibility of engaging in procedures of suspension or of revocation.

5. In all cases, a follow-up control is carried out and confined to the file. The Director must initially make sure that the fact or the situation which involved the complaint is founded, and then corrected. In the case of home childcares, one or more visits can be carried out.

6. If the situation is not corrected, the Director notes her written observations and gives the file to the Board, who will decide what measures are to be taken. These can range from suspension to dismissal or revocation, according to given procedures

7. All complaint files that may be made by the CPE must remain confidential and be preserved under lock and key in the CPE. If the complaints prove to be founded, a copy of the report is deposited in the file of the person concerned. Only the Director, another designated person and the Board can have access to these documents when necessary.