Complaints policy and procedures
42.—(1) The service provider must have a complaints policy in place and ensure that the service is operated in accordance with that policy.
(2) The complaints policy must include procedures for considering complaints made to the service provider by or on behalf of children placed by the provider about—
(a)the provider,
(b)foster parents, and
(c)any other matter considered by the provider to be relevant.
(3) The complaints policy must include procedures for considering complaints made to the service provider by or on behalf of any other children who may be affected by the placement made about—
(a)the provider, and
(b)any other matter considered by the provider to be relevant.
(4) The complaints policy must include procedures for considering complaints made to the service provider by foster parents about—
(a)the provider, and
(b)any other matter considered by the provider to be relevant.
(5) The complaints policy must include procedures for considering complaints made to the service provider by the parents of any child placed by the provider about—
(a)the provider, and
(b)any other matter considered by the provider to be relevant.
(6) The service provider must have effective arrangements in place for dealing with complaints including arrangements for—
(a)identifying and investigating complaints,
(b)giving an appropriate response to a person who makes a complaint, if it is reasonably practicable to contact that person,
(c)ensuring that appropriate action is taken following an investigation, and
(d)keeping records relating to the matters in sub-paragraphs (a) to (c).
(7) The service provider must provide a summary of complaints, responses and any subsequent action taken to the Welsh Ministers within 28 days of being requested to do so.
(8) The service provider must—
(a)analyse information relating to complaints and concerns, and
(b)having regard to that analysis, identify any areas for improvement.