Task Instructions

1. Read the case study below. All the questions must be answered and all the sections must be responded to correctly.

Case Study 1: Responding to a Written Complaint

You are working as the Centre Manager of Little.ly, and you are the Nominated Supervisor of the service.

The Little.ly service uses an online programming platform to communicate with families and share information and photos.

You are checking your emails, and you read the one below. It is from a mother of one of the children in the Valley Oak Room.

Dear (your name),

I am writing to share my absolute disgust about the fact that my child (name) was photographed picking her nose in a photo sent to all families last night.

Now I want to know what on earth went on when the staff chose to share a photo with her in the background, clearly having a private moment.

I am embarrassed for her and feel that you have let her down. How dare you!

Not only was she in the photo, she was also tagged and named for all parents to know who she is. That's not fair.

What are you going to do about this?

I am so ropable I think I might even pull her out of the service.

I expect you to respond today.

(mum's name)

The email was received at 7:00 a.m.; however, you are only just reading it now at 10:00 a.m.

This family has been at the service for three years and have not previously complained about anything prior to this.

You will need to make some notes before responding via phone and arranging a face-to-face meeting with the mother.

Question 1

1. Identify the concerns and list the key issues you will need to address with the parent.

Question 2

1. Outline the process you plan to take to respond to and resolve the complaint.

Question 3

1. Describe the steps you would take to investigate the complaint.

Question 4

1. Analyse the Little.ly service policies and procedures in relation to privacy/confidentiality and grievances and how they relate to this complaint.

Question 5

1. Summarise the process according to the grievance/complaint's procedure of the service.

Question 6

1. Write a staff memo (two paragraphs in length) summarising the privacy/confidentiality policy with reminders and expectations for abiding by this policy.

Question 7

1. Complete the Complaints Notification form to the Regulatory Authority below, answering all parts (also provided as a Word document to be completed electronically if preferred).

Complaints Notification Form
Time complaint received		Date complaint received
Service name
Details of complaint received by service
Details of actions taken to address the grievance/complaint

Question 8

1. Detail a written response to the parent. In the email response, the following must be included:

• Explain what she can and cannot expect from the process.
• Apologise and explain to her how you are handling the process.
• Confirm the meeting time and date.
• Notify her that a report has been made to the Regulatory Authority.
• Thank her.

Question 9

Identify one (1) improvement arising from the complaint including the following in the answer.

1. What outcome or goal will you seek?
2. How will you achieve this outcome?