Lines of Communication

We want to hear from you

At Schoolhouse Playcare Centre, hearing from you as a parent is essential to the delivery of quality education and care for your child.

We encourage you to address your suggestions and concerns by following these steps:

  1. Talk to your child's Educators. Let them know how you are feeling about an issue.
  2. If your concerns have not been addressed, please speak with the Centre's Head Educator or Executive Director. It is the role of the Head Educator and Executive Director to assist parents and staff to re-visit the issue and devise an appropriate solution for all involved.
  3. If you are not satisfied with the results of step 2 please call:
    The Ministry of Education - Licensing
    Kristy Wick, Program Advisor (807)-707-5296

Parent Issues and concerns policy

The purpose of this policy is to provide a transparent process for parents/guardians, the child care licensee and staff to use when parents/guardians bring forward issues/concerns.



Parents/guardians are encouraged to take an active role in our child care Centre and regularly discuss what their child(ren) are experiencing with our program. As supported by our program statement, we support positive and responsive interactions among the children, parents/guardians, child care providers and staff, and foster the engagement of and ongoing communication with parents/guardians about the program and their children. Our staff are available to engage parents/guardians in conversations and support a positive experience during every interaction.

All issues and concerns raised by parents/guardians are taken seriously by Schoolhouse Playcare Centre and will be addressed. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties and as quickly as possible.

Issues/concerns may be brought forward verbally or in writing. Responses and outcomes will be provided verbally, or in writing upon request. The level of detail provided to the parent/guardian will respect and maintain the confidentiality of all parties involved.

An initial response to an issue or concern will be provided to parents/guardians within two business days. The person who raised the issue/concern will be kept informed throughout the resolution process.

Investigations of issues and concerns will be fair, impartial and respectful to all parties involved.


Every issue and concern will be treated confidentially and every effort will be made to protect the privacy of parents/guardians, children, staff, students and volunteers, except when information must be disclosed for legal reasons (e.g. to the Ministry of Education, College of Early Childhood Educators, law enforcement authorities or a Children’s Aid Society).


Our centre maintains high standards for positive interaction, communication and role-modeling for children. Harassment and discrimination will therefore not be tolerated from any party.

If at any point a parent/guardian, provider or staff feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the supervisor and/or licensee.

Concerns about the Suspected Abuse or Neglect of a child

Everyone, including members of the public and professionals who work closely with children, is required by law to report suspected cases of child abuse or neglect.

If a parent/guardian expresses concerns that a child is being abused or neglected, the parent will be advised to contact the Children’s Aid Society or Dilico directly.

Persons who become aware of such concerns are also responsible for reporting this information to CAS or Dilico as per the “Duty to Report” requirement under the Child and Family Services Act.

For more information, visit


All Program room related issues/concerns should be addressed with the classroom staff directly.

General, Centre or Operations related issues/concerns should be addressed with the Supervisor or Director.

Staff, Supervisor, and licensee related issues/concerns should be addressed with the individual directly, then supervisor or licensee. All issues or concerns about the conduct of staff, student, volunteers that puts a child’s health, safety and well – being at risk should be reported to the supervisor as soon as parents/guardians become aware of the situation.

Address the issue/concern at the time it is raised, or you can arrange a meeting with the parent/guardian within two business days.

Document the issues/concerns in detail.

Documentation should include:

  • The date and time the issue/concern was received;
  • The name of the person who received the issue/concern;
  • The name of the person reporting the issue/concern;
  • The details of the issue/concern; and
  • Any steps taken to resolve the issue/concern and/or information given to the parent/guardian regarding next steps or referral.

Provide contact information for the appropriate person if the person being notified is unable to address the matter.

Ensure the investigation of the issue/concern is initiated by the appropriate party within two business days or as soon as reasonably possible thereafter. Document reasons for delays in writing.

Provide a resolution or outcome to the parent/guardian who raised the issue/concern.

Escalation of Issues or Concerns

Where parents/guardians are not satisfied with the response or outcome of an issue or concern, they may escalate the issue or concern verbally or in writing to the Executive Director.

Issues/concerns related to compliance with requirements set out in the Child Care and Early Years Act., 2014 and Ontario Regulation 137/15 should be reported to the Ministry of Education’s Child Care and Quality Assurance and Licensing Branch.

Issues/concerns may also be reported to other relevant regulatory bodies (e.g. local public health department, police department, Ministry of Environment, Ministry of Labour, fire department, College of Early Childhood Educators) where appropriate

*All issues and concerns need to be handled as outlined in this policy and at no time should any issues or concerns be brought to social media.