Complaints and Concerns

Complaints about Education and Care Services

The ACT Regulatory Authority (the Authority), also known as Children’s Education and Care Assurance (CECA) sits within the Early Childhood Policy and Regulation Branch of the Education Directorate.

The Authority is authorised under the Education and Care Services National Law (the Law) to receive complaints about education and care services operating in the ACT (including long day care, outside school hours care, government and non-government preschools).

The Authority is also authorised under the Children and Young People Act to receive complaints about childcare services operating in the ACT (including playschools and some occasional care services).

In circumstances where the information provided by a complainant alleges possible offences against the Law the Authority may investigate the allegations. Allegations that engage a risk to the safety, health and wellbeing of children, or a child, attending an education and care service are assessed and where appropriate investigated.

In some circumstances it is more appropriate in the first instance for a complainant to raise the issues directly with the service. The Authorised Officer receiving a complaint would usually discuss this with the complaint and provide advice in the first instance about approaches that may resolve the complainant’s issues.

The Authority’s scope excludes complaints that relate to issues such as fees, waiting lists or priority of access. There is a range of other agencies that may assist you depending on the circumstances. For referral to a more appropriate agency it is suggest you contact Access Canberra on 13 22 81.

Making a compliant

If you would like to make a complaint about something you think is a breach of the Law, you can complete the Direct Compliant Form below.  The form is designed to take relevant information that enables officers to make the best decision to deal with the issue.  Using the form is the Authority’s preferred method of lodgement.  The form contains guidance for completion.

(Insert Form) - form not currently available on website please contact email below

You may also choose to make direct contact with an Authorised Officer via the Complaints CECA dedicated phone line on:  (02) 6207 7581 or email complaintsCECA@act.gov.au