Complaints and Feedback Procedure

At 360 Early Education, we value open, respectful, and transparent communication with families and our community. We view feedback and complaints as an opportunity to reflect, strengthen practice, and continuously improve outcomes for children. 

We are committed to resolving concerns promptly, fairly, and consistently, with the safety, wellbeing, and best interests of children as the paramount consideration in all decision-making. 

This procedure aligns with the Education and Care Services National Law and Regulations (including Regulation 168 and Regulation 176) and reflects our commitment to the National Quality Standard, particularly Quality Area 7: Governance and Leadership. 

Our Approach

We: 

  • Encourage concerns to be raised early and respectfully 
  • Support resolution at the most appropriate level 
  • Maintain confidentiality and procedural fairness 
  • Protect individuals from victimisation when raising concerns in good faith 
  • Keep families informed throughout the process 
  • Use feedback to inform continuous improvement across our services 

Concerns may be raised in person, via phone, or in writing, and may also be made anonymously. While anonymous complaints will be taken seriously, this may limit our ability to investigate and respond fully. 

Step 1: Raise the concern with your child’s Educator

We encourage families to speak directly with their child’s educator in the first instance, as many concerns can be resolved quickly through open and respectful communication. 

This can occur: 

  • In person at drop-off or pick-up (longer discussions can be arranged at a suitable time) 
  • Via email 
  • Via phone at a mutually agreed time 

Step 2: Speak with the Centre Director (Nominated Supervisor)

If the concern is not resolved, or if it is not appropriate to raise it directly with the educator, families are encouraged to contact the Centre Director (Nominated Supervisor). 

The Nominated Supervisor will: 

  • Acknowledge the concern within 2 business days 
  • Undertake a fair and thorough investigation 
  • Maintain regular communication regarding progress 
  • Provide a written outcome and proposed resolution within 5–10 business days, or advise if additional time is required 

ACT
Casey – Mardi Edwards | 90009375 | casey@360earlyeducation.com.au
Rivett – Laura Retford | 90009385 |rivett@360earlyeducation.com.au
Throsby – Tania Simpson | 9000 9350 |throsby@360earlyeducation.com.au 

NSW
Epping Road – Rachel Springer | (02) 7235 8700 | eppingroad@360earlyeducation.com.au

Macquarie Park – Anna Collett | (02) 9009 1200 macquariepark@360earlyeducation.com.au

North Ryde – Jessica McKay | (02) 9889 0440 | northryde@360earlyeducation.com.au 

Step 3: Escalate to Approved Provider / Senior Management

If the concern remains unresolved, families may escalate the matter to Senior Management. 

Senior Management will: 

  • Conduct an independent and objective review 
  • Consider all documentation, communication, and context 
  • Ensure procedural fairness for all parties 
  • Provide a formal written outcome 

ACT: Brynn Buchmayer Hogg

complaints@360earlyeducation.com.au

NSW:  Kimberly Christou

complaints@360earlyeducation.com.au

ACT General Manager: Beth Sebsefi 

complaints@360earlyeducation.com.au

Approved Provider: Libby Klingberg 

complaints@360earlyeducation.com.au 

Step 4: External Escalation (Regulatory Authority)

Families may contact the Regulatory Authority at any time, particularly if the concern relates to: 

  • Child safety or wellbeing 
  • A serious incident 
  • A potential breach of the National Law or Regulations 

 

ACT Education Directorate – Children’s Education and Care Assurance (CECA) 
Phone: 02 6205 5429 
Email: ceca@act.gov.au 

NSW Early Learning Commission 
Phone: 1800 619 113 
Email: information@earlylearningcommission.nsw.gov.au 

Child Safety and Mandatory Reporting 

If a concern relates to the safety, health, or wellbeing of a child, it may also be reported directly to the relevant child protection authority: 

  • ACT Child and Youth Protection Services (CYPS): 1300 556 729 
  • NSW Child Protection Helpline: 132 111 

As a service, we are mandatory reporters. Concerns about children are acted on immediately and reported in line with legislative requirements. 

 

Mandatory Notifications 

In accordance with the Education and Care Services National Regulations (including Regulation 176), the Approved Provider will notify the Regulatory Authority of prescribed matters, including: 

  • Serious incidents 
  • Complaints alleging a breach of the National Law or Regulations 
  • Situations that pose a risk to the health, safety, or wellbeing of a child 

Notifications are made within legislated timeframes, typically within 24 hours. 

 

Whistleblower Protections 

Serious concerns involving misconduct, unlawful behaviour, or systemic wrongdoing may also be reported under our Whistleblower Policy, which provides additional protections, including confidentiality and protection from victimisation. 

 

Our Commitment 

We will: 

  • Take all complaints seriously and respond with integrity 
  • Ensure all parties are treated with dignity, fairness, and respect 
  • Maintain confidentiality in line with legal and ethical obligations 
  • Keep families informed throughout the process 
  • Use feedback to strengthen practice, systems, and outcomes for children 

Raising a concern in good faith will not impact your child’s enrolment or your relationship with our service. 

 

Record Keeping 

All complaints, investigations, and outcomes are: 

  • Documented in accordance with regulatory requirements 
  • Stored securely and confidentially 
  • Reviewed to inform service improvement and quality practice.