Complaints and feedback – together we'll improve.
In a lively daycare center, many things go well – and sometimes they don’t. If you feel that you, your child, or others have not been treated well by rainbowtrekkers employees, you are welcome and encouraged to complain to us. Your complaints and feedback help us to review and improve our work.
Why your feedback is so important
Some situations arise from good intentions, under time pressure, or from the desire to overcome challenges – and only grow over time, posing a higher risk. Your complaints and feedback help us to identify such developments early on and systematically learn from mistakes.
It can also happen that you observe situations that, in your view, are not compatible with applicable laws or should not occur. If you suspect that rainbowtrekkers employees are not complying with legal requirements, you should report this to us. This allows us to investigate the matter and – if necessary – stop the behavior.
You can submit both personal complaints and anonymous reports via our reporting portal. In this way, you actively contribute to ensuring that children at rainbowtrekkers are well protected and that everyone involved feels safe and respected.
Personal or anonymous – you decide
Sometimes things can be clarified more easily in a direct conversation. You are welcome to leave your contact details for this purpose. Especially in social work, an open conversation between those involved can clarify and improve relationships.
If you prefer an anonymous report, that is also possible. Our reporting portal meets the requirements of the Whistleblower Protection Act. Identification of the reporting person is technically impossible for us as the recipient.
If you would prefer to submit an anonymous report by phone, an external hotline is available. Specially trained staff will take your report there. They do not know you or us personally and can record your information neutrally.
Alternatively, you can still contact the responsible persons directly in the daycare center. The following table shows who you can address your personal complaint to in which case and who is responsible for a revision, if applicable.
| Complainant | Subject | Responsible | Revision if necessary |
|---|---|---|---|
| Children | Friendships, relationships, likes and dislikes, educational offers, participatory aspects, group rules, excursions, food | Educational staff | Facility management |
| Parents | Educational activities, group rules, daily routine, group rooms, hygiene and child-related issues | Educational staff | Facility management |
| Parents | Employees | Facility management | HR management |
| Parents | Facility concept, group composition, infrastructure | Facility management | Management |
| Parents | Facility management, contract matters, finances | Management | State Youth Welfare Office |
| Employees | Equipment and resources | Facility management | Management |
| Employees | Service and vacation planning | Facility management | HR management |
| Suppliers | Contract matters and finances | Facility management | Management |
| Neighbors | Parking problems, pollution | Facility management | Management |
What happens to your personal complaint?
If you contact the responsible person directly with a personal complaint, they will first listen to you and take your account seriously. They will then try to understand the situation you have described and, if necessary, conduct their own research.
The person may contact you with questions to better understand the matter. After clarification, you will receive feedback on your complaint and the steps derived from it.
Revision – if you are dissatisfied with the processing
If you believe that the responsible person has not recorded or processed your complaint correctly, you can “lodge a revision”.
- The person responsible for the revision does not check the content of your complaint, but only the form:
- Was your complaint taken seriously?
- Were the necessary steps in complaint management followed?
- Were you adequately informed?
If the complaint management was carried out correctly, the process will be terminated. If this was not the case, your complaint will be returned to the responsible person with a request for improvement.
What happens to reports via the whistleblower system?
Reports that you submit via the whistleblower system are processed according to the same scheme as personal complaints:
- Recording and examination of the facts
- if necessary, further research
- Feedback on the status or completion of the procedure (if you have provided contact details)
If the suspicion of a legal violation is substantiated, the responsible bodies are informed of this suspicion.
Regardless of this, all events that fall under the reporting obligation of § 47 SGB VIII are reported to the responsible State Youth Welfare Office – regardless of the reporting channel and regardless of whether the suspicion is later confirmed or not.