Complaints
32.—(1) The registered person must prepare and follow a written procedure (“the complaints procedure”) for considering complaints made to the registered person by or on behalf of relevant children.
(2) The complaints procedure must be appropriate to the needs of children.
(3) The complaints procedure must include provision for the consideration of complaints made about the registered person.
(4) The registered person must ensure that the following persons are aware of the existence of the complaints procedure and take all reasonable steps to give a copy of the complaints procedure in an appropriate format or such format as may be requested to—
(a)relevant children;
(b)their parents; and
(c)a local authority arranging for child minding or day care for a relevant child.
(5) The registered person must ensure that the staff employed to look after relevant children are informed about, given a copy of, and appropriately trained in the operation of the complaints procedure.
(6) The complaints procedure must include—
(a)the name, address and telephone number of the appropriate office; and
(b)the procedure, (if any), that has been notified to the registered person by the Welsh Ministers, for the making of complaints to the Welsh Ministers.
(7) The complaints procedure must include provision for the local resolution of complaints at an early stage where appropriate.
(8) Where the complaints procedure includes provision for a formal consideration, this provision must be approved by the Welsh Ministers.
(9) The approval of the Welsh Ministers under paragraph (8) will only be given where the complaints procedure includes provision for the formal consideration to be undertaken by a person who is independent of the provision of care to relevant children.