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Customer Service Charter
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About NCAC
NCAC administers Child Care Quality Assurance for children’s services. We advocate for quality child care experiences for all children enrolled in child care services in Australia.
We endeavour to assist child care professionals to deliver quality child care by providing services with advice, support and resources. We also assist families to understand the value of quality care and make informed decisions when selecting a child care provider.
NCAC receives funding from the Australian Government and its Board members are appointed by the Federal Minister responsible for children’s services.
NCAC Customers
NCAC customers include:
- Child care professionals, management, owners and operators of children’s services;
- Children and families;
- Professional organisations and associations;
- NCAC staff;
- NCAC Endorsed Quality Assurance Trainers;
- Professional Support Coordinators;
- Government agencies involved in providing, regulating or promoting children’s services; and
- People seeking information about Child Care Quality Assurance including students, researchers and educators.
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Our Commitment
NCAC will:
- Promote quality care for all children in children’s services.
- Respond promptly to requests for information
- Provide current, accurate and easy to understand information.
- Be courteous, cooperative and professional at all times.
In relation to services participating in Child Care Quality Assurance, NCAC will also:
- Administer Child Care Quality Assurance fairly, consistently and impartially.
- Ensure that information about Child Care Quality Assurance requirements is easy to access.
- Give services adequate notice of any submissions required from them.
- Assist services to make continuing and timely progress through Child Care Quality Assurance.
- Ensure services are provided with information about quality issues that may affect them.
- Provide opportunities for services to comment on Child Care Quality Assurance and on NCAC’s performance.
In addition to these commitments, NCAC is required to:
- Maintain a public register of the Accreditation status of children’s services registered to participate in Child Care Quality Assurance. This information is available on the NCAC website (www.ncac.gov.au).
- Report to the Australian Government any service not making satisfactory progress in or non-compliant with Child Care Quality Assurance.
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Your Rights
All customers are entitled to:
- Access information about the Accreditation status of children’s services registered to participate in Child Care Quality Assurance.
- Privacy of personal information.
- A timely and professional response to queries or concerns regarding Child Care Quality Assurance.
Registered services are also entitled to:
- Information and adequate notice of Child Care Quality Assurance requirements.
- Receive a Certificate of Registration upon registration with NCAC.
- Receive a Certificate of Accreditation when Accreditation has been achieved.
- Advertise the service’s current Accreditation status.
- Receive a Quality Profile, a summary of the service’s achievements in Child Care Quality Assurance and a Continuing Improvement Guide following each Accreditation Decision.
- Request a review of the Accreditation Decision if the service believes the decision does not reflect the quality of care demonstrated at the time of the Validation Visit. The service can contact the Accreditation Decisions Review Committee (ADRC) by telephone (1300 734 347) or fax (08 9305 8953). Further information is available on the ADRC website
(www.adrc.org.au).
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Your Responsibility
To enable NCAC to deliver its Charter all child care services must:
- Make genuine efforts to satisfy Child Care Quality Assurance requirements.
- Provide NCAC with complete, accurate and current information.
- Treat any officers of NCAC, including Validators, with respect, fairness and courtesy.
- Cooperate with Validators by assisting them with any questions they may have.
- Understand that NCAC may need time to fully and accurately answer queries. NCAC will advise if extended time is needed.
- Advise NCAC of any concerns or suggestions for improvement in a clear and constructive manner.
- Advise NCAC promptly in writing of significant changes to the service’s circumstances, including changes to the service name, address, authorised representative, telephone number and ownership/ sponsorship or closure of the service.
- Pay the annual registration fee by the due date.
- Ensure that any statements used to advertise the service accurately represents the service’s Accreditation status.
- Access NCAC’s resources and publications developed to assist services.
- Demonstrate a commitment to the continuing improvement of the quality of care they provide.
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Measuring and Monitoring Our Service
NCAC monitors and reviews its performance against specific performance indicators and submits annual reports to the Australian Government.
NCAC welcomes all comments and suggestions about its service and its performance in administering Child Care Quality Assurance. Complaints about NCAC must be lodged, in writing, to the Chief Executive Officer.
All complaints will be managed fairly, and a response provided within 14 days of receipt. Should this prove unsatisfactory, the complainant can write to the NCAC Chairperson, who will table the issue for discussion at the next NCAC Board meeting.
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Contacting NCAC
The NCAC office is open during normal business hours - Monday to Friday, 8.30am to 5.00pm (New South Wales Time). The office will be closed on public holidays in New South Wales.
- Address: Level 3, 418a Elizabeth Street, Surry Hills NSW 2010
- Telephone: (02) 8260 1900 or 1300 136 554 (for callers outside Sydney)
- Facsimile: (02) 8260 1901
- E-mail: qualitycare@ncac.gov.au
- Telephone Translating Service for calls in languages other than English: 131 450
- National Relay Service for hearing or speech impaired callers: 131 677
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