Parent Issues & Concerns Policy

Policy

Policy Type: Programming
Date Revised: August 12, 2025 
Supercedes: November 20, 2017 
Originally Issued: November 20, 2017

 

1. POLICY: Reporting Parent Issues & Concerns

1.1. RisingOaks Early Learning Ontario (hereafter referred to as ‘RisingOaks’) strives provide a transparent process for parents/guardians, the child care staff and management to use when parents/guardians bring forward issues/concerns. 

1.2. In support of RisingOaks’ Vision, Mission and Program Statement, all parties will foster positive and responsive interactions among the children, parents/guardians and child care staff. This includes fostering the engagement of and ongoing communication with parents/guardians about the program and their children. 

1.3. RisingOaks staff will be available to engage parents/guardians in conversations and support a positive experience during every interaction. 

1.4. All issues and concerns raised by parents/guardians will be taken seriously and will be addressed. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties and as quickly as possible. 

1.5. Issues/concerns from parents/guardians may be brought forward verbally or in writing. Parents are encouraged to take advantage of the following channels to communicate your suggestions, concerns and/or seek clarification about RisingOaks’ policies, procedures and practices as the need arises: 

Type Examples Speak to
Program-related e.g., schedules, sleeping or food arrangements,
toilet training, etc.		 RECEs
Operational e.g., fees, hours of operation, staffing,
waiting list, menus, etc.		 Centre Supervisor 
Staff/Volunteer/Student Conduct Any conduct concerns that may affect health,
safety or wellbeing of a child		 Centre Supervisor 
     

  •  Parents may also make a submission to our suggestion box at the centre entrance or online. 

1.6. Parents, at their discretion, may seek clarification from, or voice your concerns to, the Chief Executive Officer (CEO) at or by calling 519-894-0581, ext. 102. 

 

2. POLICY: Reporting Parent Issues & Concerns

2.1. Every issue and concern will be treated confidentially to the extent possible and every effort will be made to protect the privacy of parents/guardians, children, staff, students and volunteers, except when information must be disclosed for legal reasons (e.g. to the Ministry of Education, College of Early Childhood Educators, law enforcement authorities or a Children’s Aid Society).

  • Concerns addressed to educators may be shared with the centre supervisor for information and/or to assist in a resolution. 
  • Concerns addressed to the centre supervisor may be shared with RisingOaks’ senior management for information and/or to assist in a resolution. 

2.2. Issues and concerns will be documented briefly in the Daily Journal. • More detailed notes about the issue or concern can be added to the child’s file at the discretion of the supervisor. 

2.3. An initial acknowledgement or response to an issue or concern will be provided to parents/guardians within two business days. • Responses and outcomes will be provided verbally, or in writing upon request. 

2.4. The centre supervisor, together will senior management – where applicable, will determine if a full internal investigation is warranted.

  • If applicable, all investigations of issues and concerns will be fair, impartial and respectful to parties involved.
  • The person who raised the issue/concern will be kept informed throughout the resolution process to the degree necessary and in respect of confidentiality needs. 

2.5. The supervisor is responsible to report any allegation of abuse or serious misconduct on the part of an RisingOaks employee, student to volunteer to the Ministry of Education as a serious occurrence and to Family and Children Services. • This will be completed prior to conducting an internal investigation. 

2.6. Upon completion of a full investigation, if any, management will follow up with the person who submitted the issue within 10 business days of the initial complaint to report findings and provide an overview of any resulting action plan.

2.7. A parent/guardian who is not satisfied with resolution of their issue or concerns – or the outcome of a full internal investigation - has the right to escalate their concern to any of the following:

2.8. You may also request to speak to the full Board directly using our delegations process. This process can be found on our website.

3. POLICY: Respectful Conduct

3.1. RisingOaks maintains high standards for positive interaction, communication and role-modeling for children. Harassment and discrimination will therefore not be tolerated from any party.

3.2. If at any point a parent/guardian, child care staff or management feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the supervisor and/or CEO 

4. POLICY: Public Duty to Report Suspected Child Abuse

4.1. Everyone, including members of the public and professionals who work closely with children, is required by law to report suspected cases of child abuse or neglect. 

4.2. If a parent/guardian expresses concerns that a child is being abused or neglected, the parent will be advised to contact Family and Children’s Services directly. 

4.3. Persons who become aware of such concerns are also responsible for reporting this information to Family and Children’s Services as per the “Duty to Report” requirement under the Child and Family Services Act. 

4.4. For more information, visit http://www.children.gov.on.ca/htdocs/English/childrensaid/reportingabuse/index.aspx 

 

5. DEFINITIONS:

  • None  

6. RELATED DOCUMENTS:

6.1. Reporting Suspected Child Abuse 

6.2. Member & Stakeholder Relations 

 

Procedures

Date Revised: 
Supercedes: 
Originally Issued: November 20, 2017

 

1. PROCEDURES: General

1.1. Staff are required to inform the centre supervisor of any issues or concerns brought forward by a parent/guardian within one business day of receiving the complaint, or sooner if warranted by the severity of the situation.  

2. PROCDURES: Program Related Concerns

2.1. Educators are the first point of contact and response for program related issues or concerns (e.g., schedule, sleep arrangements, toilet training, program activities, feeding arrangements, etc) brought forward by parents/guardians. 

2.2. Educators should make every attempt to discuss the issue at the time it is raised. 

2.3. If it is not possible to discuss the issue when raised, follow up with the parent/guardian within one business day. 

2.4. If more time is required to address the parent/guardian’s concerns or they are not satisfied with your response, inform the centre supervisor as soon as possible. 

2.5. If needed, the supervisor will work with the parent/guardian and the educator team to resolve the issue within one week. 

2.6. Program-related issues/concerns will be documented as follows:

2.6.1. On the day the concern/complaint is received, the educators shall add a brief note regarding the concern to the daily journal. 

2.6.2. If the matter is being referred to the supervisor to resolve, the educator will provide the following information to the supervisor:

  • Name and contact information of parent/guardian
  • Date and time issue received.
  • Details of the concern
  • Any steps already taken in an attempt to resolve the issue.  

2.6.3. The supervisor, at their discretion, will determine if more detailed notes need to be added to the child’s file or if it is appropriate for a resolution to be added to the Daily Journal.

  • Such notes will be brief (e.g., Dec 3: followed up with Suzie’s mom about her concern re sleep. Mom is satisfied with information shared.) 

3. PROCEDURES: Operational Concerns

3.1. Concerns regarding operational issues (e.g., child care fees, hours of operations, staffing, waiting list, menus, etc.) should be referred to the centre supervisor. 

3.2. The Supervisor should make every attempt to discuss the issue at the time it is raised. 

3.3. If it is not possible to discuss the issue when raised, follow up with the parent/guardian within two business days.

3.4. If more time is required to address the parent/guardian’s concerns or they are not satisfied with your response, inform the Sr. Leadership as soon as possible.

3.5. Sr. Leadership will contact the parent/guardian and/or work with the supervisor and the parent to resolve the issue within 15 business days. 

3.6. Operational issues/concerns will be documented as follows:

3.6.1. The supervisor should collect the following information to share with Sr. Leadership:

  • Name and contact information of parent/guardian 
  • Date and time issue received.
  • Details of the concern
  • Any steps already taken in an attempt to resolve the issue. 

 3.6.2. Sr. Leadership will determine if and where any further documentation is warranted (e.g., notes in Sandbox) 

4. PROCEDURES: Concerns re Conduct of Staff, Students and Volunteers

4.1. All issues regarding the conduct of staff, students and volunteers that may have an impact on the health, safety and well-being of a child should be referred to the centre supervisor. 

4.2. The Supervisor should make every attempt to discuss the issue at the time it is raised and in a private location to respect the confidentiality of all parties involved. 

4.3. If it is not possible to discuss the issue when raised, follow up with the parent/guardian within one business day. 

4.4. The supervisor will report the concern to Sr. Leadership within one business day of being informed of the issue.

4.4.1. In cases of serious misconduct or allegations of child abuse against an employee, the supervisor will inform the Sr. Leadership immediately. 

4.4.2. All allegations of abuse and/or serious misconduct by a RisingOaks employee, student or volunteer will be reported to the Program Advisor at the Ministry as a Serious Occurrence and to Family and Children’s Services (F&CS) within one business day. 

 4.5. In consultation with Sr. Leadership, as directed, the supervisor will investigate reported concerns and inform Sr. Leadership of the outcome.

4.5.1. This investigation will include obtaining a written statement from:

  • The parent/guardian who initiated the complaint.
  • Any educator, student, volunteer or other individual who was a witness to the incident or can comment on the matter. 

4.6. Within ten (10) business days of the incident or notice thereof, the Chief Executive Officer (CEO), or a designate, shall investigate the incident and prepare a written report of the investigation findings.

4.6.1. If requested, parents will be informed of both the outcome of the investigation and the contents of an action plan developed to deal with their concerns within the constraints of the Personal Information Protection policy. 

4.6.2. Investigation reports regarding allegations of abuse against RisingOaks employees or agents of the organization that involve “vulnerable persons” (e.g., minors, etc) and which were investigated by an external body, must be kept on file at the administration office for a minimum of 25 years and then destroyed as per the Records Retention and Destruction Schedule. 

 4.7. Should disciplinary action be required the Progressive Disciplinary policies will be followed. 

4.8. Sr. Leadership will determine if a Mandatory Employer Notification is required to the College of Early Childhood Educators. 

4.9. If the parent/guardian is not satisfied with the outcome of an investigation, Sr. Leadership will remind the parent/guardian of their right to escalate their concern to the board chair, the Ministry, Family and Children’s Services and/or the College of ECEs.  

5. PROCEDURES: Addressing Disrespectful Conduct

5.1. A concern about disrespectful conduct of a RisingOaks staff, student or volunteer brought forward by a parent/guardian shall be addressed as outlined in section 4 of this procedure. 

5.2. A RisingOaks staff, student or volunteer who experiences disrespectful conduct against them by a parent/guardian of a child in care, is encouraged to immediately end the conversation and report the matter to their supervisor. 

5.3. The supervisor will investigate the matter, obtaining a written statement from the staff, student or volunteer who reported the incident, plus any adult witnesses to the incident. 

5.4. Based on this information, the supervisor will contact the parent/guardian to report the concern and provide a reminder of our policy regarding respectful conduct.

5.4.1. This matter may be escalated to Sr. Leadership at the discretion of the supervisor and any time the supervisor experiences such disrespectful conduct. 

5.5. If the parent denies the allegations, and there are witness statements that corroborate the concern, management will issue a verbal, followed by a written, warning. 

5.5.1. If there are not witness statements, management will provide a verbal reminder of the policy and ask for the support of both parties to rectify the matter. 

 5.6. The supervisor will document the incident and any follow up in Sandbox and the Child’s file. 

5.7. If such behaviour continues, the CEO reserves the right to terminate child care and/or to issue a Trespass Letter.