“... but the professionals decide everything”: Complaint Procedures in Residential Group Care

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The term “complaint” is defined in its meaning as a cause or expression of dissatisfaction (Oxford Learner’s Dictionaries, n.d.). Complainants who have exit options at their command in an organization have more effective options for complaints (Diaz et al., 2019; Hirschmann, 1970). Based on Urban-Stahl (2012, p. 7), this contribution understands complaint as a process in which, through attribution, criticism, dissatisfaction, or personal concerns are dealt with in child and youth welfare organizations (ibid.). Children’s rights especially assign an important role to complaints procedures in securing participation rights:
Original languageEnglish
Title of host publicationParticipation in Residential Childcare : Safeguarding children´s rights through participation and complaint procedures
EditorsClaudia Equit
Number of pages26
Place of PublicationOpladen
PublisherVerlag Babara Budrich
Publication date15.07.2024
Pages67-92
ISBN (print)978-3-8474-2709-4
ISBN (electronic)978-3-8474-1879-5
DOIs
Publication statusPublished - 15.07.2024

DOI

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