Minister for Child Protection Katrine Hildyard requests another independent review of DCP’s complaint process

Just two years after a review into the Child Protection Department’s complaints process made key recommendations that were ignored, the minister has requested a new review.

Two years after a review into the Department for Child Protection’s complaints process, the government agency has announced it will undertake another review after it dismissed key recommendations.

Child Protection Minister Katrine Hildyard disclosed the information in a letter sent to carer support agencies last week, saying a review of the new complaints process would be undertaken to “further understand its strengths and any required improvements”.

But Opposition child protection spokesman Josh Teague said a review would simply repeat work done in 2022 by Dr Fiona Arney during her independent Inquiry into Foster and Kinship Care.

He instead called on Ms Hildyard to focus on delivering outcomes to the Child Protection Department.

Opposition child protection spokesman Josh Teague and Child Protection Minister Katrine Hildyard.

“Rather than more reviews, South Australians want action from Ms Hildyard,” he said.

“We believe these issues could be addressed as part of the long-awaited legislation Ms Hildyard promised in 2022, but is yet to deliver, which could bring about much-needed reform to the sector.”

A government spokesperson hit back at Mr Teague, saying Ms Hildyard had listened to carers’ feedback about the department’s complaints management process and had recently restructured the team “for greater accountability” – incorporating complaint functions directly into the chief executive’s office.

“At present, carers with an issue that they feel is not being adequately resolved by the department can refer matters to the Ombudsman for an independent assessment,” they said.

“The Minister has requested that the chief executive organise an independent review of the internal complaints process as it stands, as recommended by Dr Arney in her report.

“This work to refine and improve the department’s existing complaints management process is separate to the recommendation to implement an external independent Quality Assurance Unit in a relevant statutory body.”

Professor Fiona Arney’s report recommended an external independent Quality Assurance Unit to respond to complaints made to the Department of Child Protection. Picture: Kelly Barnes

During her independent Inquiry into Foster and Kinship Care, Dr Arney raised concerns including allegations of carers experiencing “threats of placement change, bullying and harassment in response to carers raising complaints”.

There were also problems found with the complaints process, which “often excluded further communication or consultation with the complainant or consideration of alternative views to that of departmental staff, complaints investigators and reviewers”.

The result was carer concerns were often not resolved and either “continued or recurred”.

One of the key recommendations of Dr Arney’s report was to establish “an external independent Quality Assurance Unit … to respond to complaints that relate to bullying, discrimination, harassment and other matters”.

However, that recommendation was not implemented as part of the department’s internal restructure.

SA’s peak body for carers, Connecting Foster and Kinship Carers, was also consulted on the issue. And while the body’s chairperson Holly Veale said “a robust complaint process was important, it was not the number one issue” facing carers.

Instead, Ms Veale believes the government should be focusing on carer payments and the unlegislated care concern process.