Purpose of this procedure To provide a consistent process to ensure procedural fairness in the management of complaints and resolution in a timely, efficient, and standardised manner. This procedure is to be used in conjunction with the NQS7 Confidentiality, Privacy and Digital Information Security Requirement, Code of Conduct and NQS2 Safeguarding Children Requirement. Step No. Overview Description / Who is responsible Next steps STEP 1 Grievance or complaint raised Complaint raised by family: Families are actively encouraged to provide feedback. Complaints can be made in the following ways: Families can raise concerns and complaints or breaches of the Code of Conduct with their Centre Director, Line Manager, State Manager or Family Services (1800 222 543). See NQS6 Family Support Structure Appendix. Any person can make a complaint by following this procedure or the BM4 Whistleblower Policy. Complaint raised by a child: Goodstart ensures that children are informed and understand their rights and have access to information regarding their safety and participation. A child friendly, Convention on the Rights of a Child Poster and Goodstart's Look Do Tell Child poster are to be displayed in each centre and embedded into the teaching program. These posters support children to feel informed about their rights and the organisation's complaints process and help them to understand that if they don't feel heard or feel safe, they can raise safety concerns for themselves