Accessible
Feedback may be raised by telephone, email, written communication or a direct conversation.
Feedback, Complaints and Child Safety
Speak with us when something needs attention
Families, educators, children, staff and members of the community may raise feedback, concerns or complaints. We aim to listen, respond fairly and take appropriate action while keeping children’s safety and wellbeing central.
Contact the service
Complaints may be made verbally or in writing. Provide enough information for the matter to be understood and reviewed.
Submit Feedback or a ComplaintOur Complaint Principles
A complaint may be formal or informal and may concern an educator, staff member, manager, service decision, incident or aspect of service operation.
Respectful
People raising concerns should be treated respectfully and given an opportunity to explain the issue.
Fair
Relevant people may be asked to provide information before findings or decisions are made.
Child-focused
Where a concern involves a child, safety and wellbeing take priority over ordinary administrative processes.
How We Handle a Complaint
The steps taken will depend on the seriousness, complexity and subject of the complaint.
Receive
The complaint is recorded and directed to an appropriate person within the service.
Assess
We consider immediate safety, regulatory reporting and whether further information is required.
Review
Relevant records and perspectives may be considered according to the nature of the matter.
Respond
We communicate the outcome or next action where it is lawful and appropriate to do so.
Information to Include
Clear information assists the service to understand and respond to the concern.
Explain what happened
- The people involved
- The relevant date, time and location
- What occurred or what decision concerns you
- Any immediate action already taken
- Any records, messages or witnesses that may be relevant
Explain what you are seeking
- Clarification or further information
- A meeting or discussion
- Review of a decision or process
- Action to address a safety or service concern
- Another outcome you consider appropriate
Urgent and Child-Safety Matters
Do not rely only on the website form where there is immediate danger, a serious incident or an urgent concern involving a child.
Immediate emergency
Call 000
Call emergency services where a person is in immediate danger or urgent police, fire or ambulance assistance is required.
Do not wait for a response from the website, email or ordinary service office process.
Child currently in care
Contact the service promptly
Contact the educator and Malaika Garden immediately where there is an urgent concern involving a child currently being educated and cared for.
Service telephone: (07) 3633 0813
Serious incident or allegation
Regulatory action may be required
Some complaints, incidents, allegations and risks must be reported by the approved provider to the regulatory authority within legally prescribed timeframes.
The service may need to act even where a person asks that the matter remain informal or confidential.
External Complaint Options
Some concerns may also be raised with an external authority, particularly where they involve regulatory compliance or consumer rights.
Queensland Regulatory Authority
Concerns about the quality or compliance of an education and care service may be raised with the Queensland Early Childhood Regulatory Authority.
View official complaint information →Consumer and fee concerns
Complaints about enrolment, waiting lists or fees should first be raised with the approved provider. Consumer-rights concerns may also be raised with the Queensland Office of Fair Trading.
Visit Queensland Fair Trading →Interpreter assistance
People who require interpreter assistance when contacting the Queensland Government may call 13 QGOV on 13 74 68.
Call 13 QGOV
Raising a concern with Malaika Garden does not prevent a person from
contacting an external authority or obtaining independent advice.
Feedback, Complaints and Child Safety
Speak with us when something needs attention
Families, educators, children, staff and members of the community may raise feedback, concerns or complaints. We aim to listen, respond fairly and take appropriate action while keeping children’s safety and wellbeing central.
Contact the service
Complaints may be made verbally or in writing. Provide enough information for the matter to be understood and reviewed.
Submit Feedback or a ComplaintOur Complaint Principles
A complaint may be formal or informal and may concern an educator, staff member, manager, service decision, incident or aspect of service operation.
Accessible
Feedback may be raised by telephone, email, written communication or a direct conversation.
Respectful
People raising concerns should be treated respectfully and given an opportunity to explain the issue.
Fair
Relevant people may be asked to provide information before findings or decisions are made.
Child-focused
Where a concern involves a child, safety and wellbeing take priority over ordinary administrative processes.
How We Handle a Complaint
The steps taken will depend on the seriousness, complexity and subject of the complaint.
Receive
The complaint is recorded and directed to an appropriate person within the service.
Assess
We consider immediate safety, regulatory reporting and whether further information is required.
Review
Relevant records and perspectives may be considered according to the nature of the matter.
Respond
We communicate the outcome or next action where it is lawful and appropriate to do so.
Information to Include
Clear information assists the service to understand and respond to the concern.
Explain what happened
- The people involved
- The relevant date, time and location
- What occurred or what decision concerns you
- Any immediate action already taken
- Any records, messages or witnesses that may be relevant
Explain what you are seeking
- Clarification or further information
- A meeting or discussion
- Review of a decision or process
- Action to address a safety or service concern
- Another outcome you consider appropriate
Urgent and Child-Safety Matters
Do not rely only on the website form where there is immediate danger, a serious incident or an urgent concern involving a child.
Immediate emergency
Call 000
Call emergency services where a person is in immediate danger or urgent police, fire or ambulance assistance is required.
Do not wait for a response from the website, email or ordinary service office process.
Child currently in care
Contact the service promptly
Contact the educator and Malaika Garden immediately where there is an urgent concern involving a child currently being educated and cared for.
Service telephone: (07) 3633 0813
Serious incident or allegation
Regulatory action may be required
Some complaints, incidents, allegations and risks must be reported by the approved provider to the regulatory authority within legally prescribed timeframes.
The service may need to act even where a person asks that the matter remain informal or confidential.
External Complaint Options
Some concerns may also be raised with an external authority, particularly where they involve regulatory compliance or consumer rights.
Queensland Regulatory Authority
Concerns about the quality or compliance of an education and care service may be raised with the Queensland Early Childhood Regulatory Authority.
View official complaint information →Consumer and fee concerns
Complaints about enrolment, waiting lists or fees should first be raised with the approved provider. Consumer-rights concerns may also be raised with the Queensland Office of Fair Trading.
Visit Queensland Fair Trading →Interpreter assistance
People who require interpreter assistance when contacting the Queensland Government may call 13 QGOV on 13 74 68.
Call 13 QGOV
Raising a concern with Malaika Garden does not prevent a person from
contacting an external authority or obtaining independent advice.