Complaints and Feedback Overview Firstchance encourages a culture of continuous improvement and sees feedback and complaints as important opportunities to improve practices, find solutions and make improvements. Parents/carers and other external stakeholders are encouraged to provide feedback or make a complaint if dissatisfied or where they see opportunities for Firstchance to improve. This policy provides a framework for people to provide feedback or make a complaint and for Firstchance staff members to work within to resolve complaints promptly and effectively. To cater for individual needs there are two versions of our Complaint Form: Easy English Original and two versions of our Feedback Form: Easy English Original Where to from here? Thank you for taking the time to advise us of your concerns. Once we receive your complaint, we will follow our Complaints ResolutionProcedure and will work to resolve your concern/s in a timely manner. You will receive a written letter (emailed or posted) from us, advising that we have received your complaint and the time frame we propose for investigating and/or resolving your concern/s. We will also provide you with the details of who to contact if you have any questions or concerns during the resolution process. We will also notify you in writing as to any updates or progress along the way. You will receive final notification in writing, detailing the reasons for the decision and the details of the appeals process. If you change your mind about making the complaint, please let us know at any time during the process. Firstchance promises that all staff will deal with your complaint fairly and with respect and you will not be disadvantaged in any way. If you feel you are not being treated with respect at any time while your complaint is being followed up or afterwards, please contact the General Manager straight away on 02 4910 3130 so immediate action can be taken.