Complaint Policy and Procedures

The Department of Education, Child Development Division, requires Resource and Referral agencies to have written policies for handling complaints about providers. Our complaint policies are designed to show concern for the safety and welfare of children in child care facilities and show fairness to child care providers who may be subject to complaints.

As a referral agency, we do not license child care providers. The responsibility for investigating complaints and enforcing regulations rests with the appropriate licensing agency. When we receive a complaint, we encourage the person making the complaint to report directly to the licensing agency. In addition, we will document the complaint.

We will respond to the following types of complaints by referring them to the Community Care Licensing agency:

1. If a person reports that a child in a child care facility is in immediate danger because of health and/or safety conditions. This would include a complaint of child abuse or neglect.
2. If a person reports that the child care facility is not in compliance with licensing regulations. Licensing violations of a serious nature include, but are not limited to, the following situations:
   1. Corporal punishment.
   2. The provider is under the influence of drugs, alcohol or other controlled substance while providing care.
   3. Children are left with a minor, with no responsible adult in attendance.
   4. The center or home exceeds the licensed capacity.
   5. Staffing ratios are not being maintained.
3. If a person reports that a facility is operating without a license, and licensing is required.

We will not respond to complaints when they involve a disagreement between a parent and a provider involving fees for child care services or other contractual issues.

Procedures for discontinuing referrals:

1. When Community Care Licensing notifies us they are investigating a complaint, we will place a temporary hold on referrals until further notice from Licensing. Only when Community Care Licensing (CCL) notifies our office that the complaint has been resolved or is unsubstantiated will the provider/center be reinstated on the referral list.
2. When a Temporary Suspension Order (TSO) is issued, the provider will be removed from the referral list. Only when Licensing notifies us that the order is no longer in effect will the provider be reinstated on the referral list.
3. When a facility license is revoked by Licensing the provider will be permanently removed from the referral list.
4. The provider will receive written notice from the agency that referrals have been discontinued and will include the reason for the decision.

If a provider disagrees with our decision to remove his/her name from the referral file, he/she has the right to appeal by requesting a conference with the Director of San Bernardino County Schools Child Development Services. If further appeal is requested, the provider may request a conference with the San Bernardino County Associate Superintendent of Schools, whose decision is binding.

For additional information, please contact: by e-mail or by calling

Forms you can download. These forms require Adobe Acrobat Reader be installed on your computer, it is available free from Adobe's website.