COMPLAINTS & REPORTING PROCEDURE

At Dance Habit, we are committed to providing a safe and supportive environment for all children. We acknowledge the importance of open communication and transparency to keep children safe, and we welcome and encourage the reporting of all concerns. This procedure outlines the complaints management process and what you can expect from us after lodging a report.

Who can make a report?

Any person of any age who has concerns about the safety of any child involved with Dance Habit can report their concerns or file a complaint.

What concerns can be reported?

• Any alleged, disclosed, observed or suspected abuse of a child.

• Any concerns about the physical, mental or emotional safety of a child.

• A breach of the Code of Conduct or Child Safety & Wellbeing Policy.

• Any Health and Safety concerns that put children at risk.

How do I make a report?

Any person that believes a child is at immediate risk of abuse should call 000.

Otherwise, the first point of contact for any child safety concerns should be one of our two Child Safety Officers:

• Megan Jessop (Director) or Payge O’Shea (Operations Manager)

Reports can be submitted by phone, email or face-to-face, whichever communication method you feel most comfortable with:

• Ph: (03) 9078 6525 / Email: info@dancehabit.com.au

• Either of the above can also be used to arrange a face-to-face meeting.

Any other Dance Habit team member who is approached regarding a complaint should connect the complainant to our Child Safety Officers.

What happens next?

Any alleged criminal activity will be reported promptly to the Police. The Commission for Children and Young People will also be notified under The Victorian Reportable Conduct Scheme, where necessary. Reportable conduct includes:

• sexual offences committed against, with or in the presence of a child

• sexual misconduct committed against, with or in the presence of a child

• physical violence against, with or in the presence of a child

• any behaviour that causes significant emotional or psychological harm to a child

• significant neglect of a child.

Our internal process

If the matter is not of a criminal nature and does not need to be reported externally, these are the steps that will be followed:

• We will acknowledge the complaint
  Once a complaint is received, we will promptly acknowledge it by email or phone call. In the case of a child expressing concerns to us, we will ensure they feel comfortable and supported. We will let them talk about their concerns in their own time and give them our full attention. We will ensure the child knows that raising their concerns was the right thing to do and let them know in simple language what happens next. The child’s parent or legal guardian will be contacted if appropriate. All matters will be taken seriously and handled with confidentiality.

• We will document the complaint
  We will create a detailed record of the complaint, including the complainant's contact information, date and time of the complaint, nature of the concern, and any relevant details or evidence provided. Strict confidentiality will be maintained throughout the process.

• We will assign a designated contact person
  A responsible staff member who will handle the complaint and act as the primary point of contact for the complainant will be appointed. This person will be at a senior level and have appropriate expertise and be able to address concerns effectively.

• We will investigate the complaint
  A thorough investigation into the complaint will be undertaken, ensuring objectivity and fairness. The assigned staff member will gather relevant information, interview involved parties if necessary, and review any relevant policies, procedures, or records. External authorities will be engaged in a timely manner (e.g. in the case of mandatory reporting of child abuse).

• We will communicate with the complainant
  We will keep the complainant informed about the progress of the investigation, the steps being taken, and the estimated timeline for resolution. The complainant will be regularly updated on any significant findings or outcomes.

• We will take appropriate action
  Based on the investigation findings, we will take necessary actions to address the complaint. This may involve implementing corrective measures, improving protocols, providing additional training to staff, or making policy changes. The response will prioritise the best interests and safety of children as a priority.

• We will follow up and close out the complaint
  Once the complaint has been resolved, we will follow up with the complainant to ensure their satisfaction with the outcome and seek feedback on the handling of the complaint, including any suggestions for improvement. The actions taken will be documented, as will the outcomes, plus any changes made as a result of the complaint.

• We will learn and improve:
  We will use the insights gained from our complaints handling process to continuously improve our practices and policies.