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Parent issues and concerns

Purpose

The purpose of the Child Care Centre Parent or Guardian Issues or Concerns Policy is to:

A megaphone with lines coming out of it to indicate sound

Provide a clear process to raise concerns

Two hands shaking

Ensure timely, respectful and fair resolution

Head with a heart

Maintain a healthy, safe and positive environment 

Home child care with provider and child

Support open communication between families and the centre 

Our commitment

  • Concerns are treated seriously and respectfully 
  • Families can expect a courteous and timely response 
  • An initial response is provided within five business days 
  • Families are kept informed throughout the process 
  • Supervisors document concerns in the Family Complaint Log 
  • Confidentiality is maintained, except where disclosure is required by law 

Steps for parents or guardians

First point of contact

  • Speak with the educator or supervisor
  • Schedule a meeting if needed
  • Bring concerns verbally or in writing
  • Request clarification or follow-up as needed

A response will be given to families within five business days after becoming aware of the complaint.

If concerns are not resolved, families may proceed to the next level.

Second point of contact

  • Program manager, Children’s Services – Direct Operations 
  • Phone: 905-980-6000 ext. 3823 

Third point of contact

  • Manager, Children’s Services – Direct Operations 
  • Phone: 905-980-6000 ext. 3877 

Fourth point of contact

  • Director, Children’s Services 
  • Phone: 905-980-6000 ext. 3876 

Additional external contacts

Toll-free: 1-877-510-5333
Email: childcare_ontario@ontario.ca

Toll-free: 1-888-961-8558
Email: info@college-ece.ca

Phone: 905-937-7731

Phone: 905-688-3762
Toll-free: 1-800-263-7248 

Duty to report

Everyone is legally required to report suspected child abuse or neglect to Family and Children’s Services. 

Steps for staff, supervisors and licensees

When a concern is raised, staff will:

  • Address it immediately or arrange a meeting within five business days
  • Notify the supervisor or manager as appropriate
  • Begin an investigation within five business days or as soon as reasonably possible
  • Document date and time received, who received it, who reported it, details of the concern, actions taken, next steps, and final outcome
  • Record health, safety, or well-being concerns in the daily log
  • Maintain records in the Family Complaint Log and the child’s file
  • Document any delays and reasons
  • Maintain confidentiality throughout the process

Refer to the Parent Issues Policy

Have a question?

Contact Children's Services