Customer Care & Child Safety Policy

At Dog First Aid Australia, we are deeply committed to providing a safe, respectful, and inclusive environment for all participants, including children and young people. This policy outlines our approach to customer care and child safety, based on the 10 Child Safe Standards, the Universal Principle and principles of cultural safety.

• Respect: Every individual is treated with dignity, regardless of age, background, culture, gender, or ability.  
• Transparency: We communicate clearly, honestly, and openly with our customers. 
• Responsiveness: We listen and act promptly to resolve concerns and feedback.  
• Safety: Physical and psychological safety is our foundation—for humans and hounds.
   

We uphold the 10 Child Safe Standards as mandated by the Queensland Child Safe Organisations Act 2024:

We ensure our leaders champion child safety by embedding it into our policies, code of conduct, risk assessments, and daily operations.

We empower children and young people to express their views, ask questions, and be involved in shaping how we deliver child-inclusive programs.

We actively communicate with families, respect their insights, and work in partnership to support child safety and wellbeing.

We provide culturally safe, inclusive services that respect the unique needs of every child, especially Aboriginal and Torres Strait Islander children.

All team members undergo Working With Children Checks (Blue Card), reference checks, and are trained in child-safe practices.

All staff are trained in the 10 Child Safe Standards, first aid, and trauma-informed care. Ongoing learning is expected and supported.

We provide clear, confidential pathways for children and families to make complaints or raise concerns—with no risk of retribution.

We ensure that all spaces (including online learning portals) are secure, age-appropriate, and free from harmful materials or interactions.

We regularly review our practices using incident reports, student feedback, and policy updates to ensure continual alignment with best practices.

All child safety procedures are clearly written, accessible, and reviewed annually.

We are committed to upholding the cultural rights of Aboriginal and Torres Strait Islander children, including their right to connection with culture, community, and Country. This includes:

• Recognising the unique strength of First Nations peoples.  
• Providing culturally appropriate care, staff training, and visual representation.  
• Consulting with Indigenous community members where relevant.
   

All concerns about child safety or wellbeing are taken seriously. If an allegation or incident is reported, it will be:

• Responded to immediately,  
• Escalated through our Reportable Conduct System,  
• And managed in accordance with Queensland legislation and our internal procedures.
   

Questions or concerns about our Customer Care or Child Safety policies can be directed to: info@dogfirstaid.com.au

🐶 Final Bark

Caring for dogs is what we do—but caring for people is who we are. At Dog First Aid Australia, every child’s voice matters, every culture is respected, and every tail wag happens in a space of safety, trust, and love.