Child Safe Standard 7: Complaints Are Taken Seriously and Responded to Thoroughly

At Kingswood College, the safety and wellbeing of every child and young person in our care is our highest priority. In this newsletter, we continue our series on the Child Safe Standards by focusing on Child Safe Standard 7: Complaints Processes Are Child-Focused, Culturally Safe, and Accessible.

Child Safe Standard 7 requires organisations like ours to ensure that children, families and staff not only know how to raise concerns and complaints, but also feel confident that they will be heard, respected, and protected throughout the process. The standard outlines clear expectations for handling complaints in a manner that is fair, effective, timely, and always prioritises the safety of children and young people.

At Kingswood College, we have developed a complaint handling policy that is accessible, child-focused, and culturally sensitive. The policy clearly sets out the roles and responsibilities of leadership and staff, and it provides guidance on dealing with a range of issues, including breaches of our Code of Conduct and allegations of abuse or harm. Our processes are designed to ensure that all members of our community: children, families, staff, and volunteers, understand how to raise a concern and what to expect once a complaint is made. We make this information readily available on our website, and we offer appropriate support throughout the complaints process.

We are committed to ensuring that complaints are taken seriously. Any complaint or concern raised is responded to promptly and thoroughly, with the wellbeing and safety of children always placed first. We carefully manage risks throughout an investigation, prioritising both the child’s safety and their right to privacy. Where necessary, and whether required by law or not, we report complaints and concerns to the relevant authorities, such as Victoria Police, Child Protection, and the Commission for Children and Young People. We fully cooperate with law enforcement agencies to ensure that matters are handled appropriately.

Our processes are designed to meet privacy and employment law obligations, ensuring that confidentiality is respected and the rights of all involved parties are protected. We also recognise the importance of regular reflection and improvement. Our complaint handling policies and procedures are reviewed, and we seek to ensure our approach remains relevant, inclusive, and effective.

At Kingswood College, we believe that speaking up is a vital part of building a safe, respectful, and supportive community. Complaints are not viewed as problems, but as opportunities to protect children, strengthen our culture, and improve our practices. If you have any questions about our Child Safe policies or complaint processes, we encourage you to reach out. We are here to listen, to support, and to act.

Together, we are committed to emboldening hearts, inspiring minds, and safeguarding the future.

Learn more about...