Monitoring of Child-Focused Complaints Systems Report

The latest report from Commissioner for Children and Young People Jacqueline McGowan-Jones found a staggering 85 per cent of organisations surveyed did not involve children and young people in the development of their complaints handling processes.

The ‘Monitoring of Child-Focused Complaints Systems Report’ analysed the child focused complaint systems of government and community service organisations, an incredibly important recommendation from the Royal Commission into Institutionalised Responses to Child Sexual Abuse.

Through a series of focus groups and an online survey, children and young people shared their views with the Commissioner on child-friendly complaints systems. They emphasised the need for child-focused complaints systems that were safe, accessible, empowering and responsive.

Key findings of the report included:

• 63% of organisations were yet to take an intentional approach to developing child-focussed complaints handling policies and processes for children and young people
• 29% did not promote their child-friendly complaints systems to children and young people
• 85% of organisations did not involve children and young people in the design, implementation or ongoing improvement of their complaints handling systems
• 55% of organisations did not have age or developmentally appropriate information and resources about complaint processes for children and young people.

Read the full report or child friendly version here.