Ofsted acknowledged last week that its inspectors will not start recording complaints, which will appear on providers' inspection reports from this September, until next month. A spokeswoman said, 'This will enable us to ensure the information our inspectors are recording does not compromise our data protection and confidentiality responsibilities.'
But Ofsted insisted its Childcare Complaints Commitment would mean that 'more information about complaints can be shared with those who have a direct relationship with the childcare provider', such as a parent who has complained to Ofsted about a childminder or day nursery, or another parent whose child was in the same provision. It said the information would include how a complaint had been investigated and any action that had been taken afterwards.
The Ofsted spokeswoman said, 'The inspection report summary will be based on our inspection of a provider's complaints record. Someone complaining directly to the provider about a lack of car parking space, for example, will not be covered. The inspection will only report on things related to Ofsted's regulatory responsibilities. When a complaint is made directly to Ofsted, we will ask the provider to include that complaint in her record.'
Last week the Government launched a public consultation on a package of new measures on child protection. These included changes to the national standards for under-eights daycare and childminding that would place a legal duty on all registered childcare providers to keep a written record of complaints.
Ofsted chief inspector David Bell insisted that its Childcare Complaints Commitment would give parents greater peace of mind. He said, 'The new system will provide better protection for children in childcare settings.'
He added that Ofsted had 'listened carefully' to parents' concerns that information regarding the outcome of complaints made against childcare providers has not been made available to them.
Libby Osborn, whose baby son Joshua was shaken to death in July 2000 by a childminder who had a history of complaints against her, welcomed the move.
But she said, 'I am baffled by the childminder being expected to hold a written record of complaints made against her. Surely if she is talking to prospective parents she would only reveal a minor complaint like a child not being given enough vegetables at mealtime. If a serious complaint has been made against her, I can't see her revealing it to parents.
'What is worse is that because Ofsted will not be publishing any complaints made before April 2004, parents could be given the impression that no complaints have been made against a care provider, whereas checking for older complaints might show that this has not been the case.'
Ofsted is consulting with the National Childminding Association and National Day Nurseries Association on what details the reports will contain. NCMA chief executive Gill Haynes said it was keen to work with Ofsted 'to ensure its published information differentiates between the minority of genuine complaints about childcarers themselves and the more significant number of complaints about other issues such as parking, premises and money'.
Rosemary Murphy, NDNA chief executive, added, 'We support the right of parents to access information about complaints. However, the details of how this happens are vital and we will be working with Ofsted to achieve the right balance.'
