Child Day Care may receive complaints from parents, centre staff, other providers, Child and Family Services and members of the general community. They are usually made by the telephone, but sometimes in person or in writing. The complainants are asked whether they have had any contact with the centre director, board of directors, management committee, parent advisory committee or provider. When people register their complaints, they are told they have the option of having their identity kept confidential. There is a very important reason for this.
Many complainants feel intimidated about the prospect of having their identity revealed.
Staff may feel that their job security or working conditions would be jeopardized. Neighbours may feel that their relationships with others in the community will be strained. These concerns could prevent some people from ever making a complaint, and the safety, health or well-being of children could be compromised. Child Day Care staff record complaints in the complainant's own words, and are instructed to ask for details, but not to lead the person into other areas for which concern has not been expressed. At this point, Child Day Care staff can determine whether the complaint is a possible licensing violation or a non-regulated matter.