April 22nd, 2024
Latest News
During the recent ACA NSW Hub Huddles (at Coffs Harbour and the Central Coast), those in attendance heard from the [NSW Regulatory Authority's] Director of the Statewide Operations Network, Nicholas Backo, about his commitment to learn from the experience of the sector. Mr Backo is responsible for [all] authorised officers across New South Wales and emphasised how valuable feedback is.
Mr Backo was able to discuss [with ACA NSW members and non-members] the expectations of the NSW Regulatory Authority relating to the professional interactions of authorised officers with services. All authorised officers are expected to be approachable, fair, respectful and timely in their work with you. Authorised officers are provided with tailored training and support to be able to regulate the sector and work in collaboration with services during monitoring, compliance and assessment and rating visits.
The NSW Regulatory Authority is committed to hearing when things have gone well and when providers, services or staff have concerns or feedback. In the instance of raising a formal complaint the NSW Regulatory Authority will acknowledge your complaint within three working days, keep you informed of progress and provide you with an outcome within 20 working days. If the NSW Regulatory Authority needs more time they will also inform you of this.
Further information and the NSW Regulatory Authority’s complaint handling policy is available on their website.
Mr Backo also referenced being open to hearing directly should any services wish to reach out to him if they feel more comfortable with that approach. The point Mr Backo wished to emphasis is that the NSW Regulatory Authority is interested in feedback, that providing multiple pathways for feedback to be received was important and that feedback is important for the NSW Regulatory Authority to continuously improve its approach and effectiveness.
ACA NSW appreciates the commitment of the NSW Department of Education to better engage and listen to service providers. ACA NSW is also able to support services to access the feedback and complaints process should they require advice or further information.
For any further information/clarification, members can contact the ACA NSW team via 1300 556 330 or nsw@childcarealliance.org.au as well as to receive Mr Backo’s contact details.
PUBLISHED: 24 MARCH 2023
