Give feedback or make a complaint

We welcome feedback from all external stakeholders and aim to resolve complaints promptly. We also like to hear when things have gone well so we can create more positive experiences.

Parents and carers

If you have concerns about your service please raise them directly with staff at the service in the first instance. If the service manager can’t resolve the issue you can contact us to make a formal complaint.

If you are concerned that there is a risk to the health, safety or wellbeing of children you should contact the Regulatory Authority immediately on 1800 619 113.

Quality and safety

Parents and carers can complain about a service not complying with the national law and regulations, including a service’s:

  • physical environment
  • quality of education
  • interactions between staff and children.

You can also complain about services operating without approval.

To make a complaint:

When we receive a complaint we will:

  • acknowledge your complaint within 5 working days
  • provide you with a reference number
  • investigate your complaint and provide you with an outcome within 4 to 6 weeks, if not sooner.

Some complaints may take longer to investigate than 4 to 6 weeks. We’ll email you if this is the case.

You can ask us for an update by:

Service fees and business practices

To complain about service fees or business practices please contact the NSW Department of Fair Trading.

Child Care Subsidy

To complain about the Child Care Subsidy, or other Federal Government programs please contact the Australian Government’s Department of Education, Skills and Employment.

Services and providers

The Regulatory Authority

Services and providers can complain about us as the Regulatory Authority, including complaints about the conduct of our staff, by:

When we receive a complaint we will:

  • acknowledge your complaint within 5 working days
  • keep you informed of progress by email
  • investigate your complaint and provide you with an outcome within 4 to 6 weeks, if not sooner.

Some complaints may take longer to investigate than 4 to 6 weeks. We’ll email you if this is the case.

You can ask us for an update by:

Incidents, complaints and changes

Please notify us of incidents, complaints and changes to information through the National Quality Agenda IT System (NQA ITS).

Review of ratings

If you disagree with your rating you can ask us for a first-tier review. To do this, submit form ‘SA11 Application for Review of Ratings by Regulatory Authority (Service Rating)’ through NQA ITS.

For more information visit ACEQCA’s Review of ratings page.

Educators and staff

To complain about employment conditions and industrial relations issues at your workplace please contact NSW Industrial Relations.

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