Recommendation WATE-(4): Define specific duties for Children's Complaints Officers, prioritising child's best interests

Amongst the duties of the Children's Complaints Officer should be: (a) to act in the best interests of the child; (b) on receiving a complaint, to see the affected child and the complainant, if it is not the affected child; (c) thereafter to notify and consult with appropriate line managers about the further handling of the complaint, including: (i) any necessary interim action in relation to the affected child, the complainant and the person who is the subject of complaint, including informal resolution of the complaint, if that is appropriate; (ii) consideration of the established procedures to be implemented, such as child protection and disciplinary procedures and including any necessary involvement of the police and/or other agencies; (d) to ensure that recourse to an independent advocacy service is available to any complainant or affected child who wishes to have it; (e) to keep a complete record of all complaints received and how they are dealt with, including the ultimate outcome; (f) to report periodically to the Director of Social Services on complaints received, how they have been dealt with and the results.