Contact information for nursery schools and operating corporations in case of complaints

[Exclusive Consultation Service Phone number] (Contractor of the city)
　0120-107-215 (toll-free)
　※　A dedicated counselor will be available.
　
　From Monday to Friday 12:00 to 21:00
　Saturday, Sunday and public holidays 9: 00～17：00
　※　Excludes New Year holidays (December 29 to January 4)

[Exclusive Consultation Desk Web Reception] (Contractor of the city) (Reception starts from May 1, 2023)
＜URL＞
https://www.dial-soudan.jp/ws/yokohamahoiku/ (external site)
<QR Code>

①Access the above URL and enter the following user ID and password.
[User ID] yokohamahoiku
[Password] soudan
②Please click the "Exclusive Consultation Service for Yokohama City Misconduct Childcare" part and proceed first.

(1)　Purpose
　Oh, by exclusive consultation counter, even consultant who feels that "administration has a high threshold" can consult with confidence.
　B. Provide advice from experts who are familiar with the protection of children's rights to appropriate guidance for improvement of facilities, and to provide guidance to children and parents.
　　This will lead to the provision of safe and secure childcare.
　C) Transparency is ensured by providing feedback on the status of the consultation to the consultant.
　　　In addition, by publishing the outline and the number of consultations, we will create an environment that is easy to consult.

(2)　Scope of consultants
　Oh, the staff working in nursery schools
　(A) Parents of children in nursery schools
　C. Residents in the vicinity of the relevant facility

(3)　Facilities subject to consultation
　○　Authorized nursery school
　○　Municipal nursery school
　○　Kindergarten Cooperation Type Certified Children's Garden
　○　Kindergarten-type certified child institution
　○　Small-scale childcare business
　○　Home-based childcare business
　○　In-house childcare business
　○　Yokohama Nursery Room
　○　Non-licensed nursery schools
　○　Kindergarten(*)
　　　※　If the target facility is a kindergarten, consult with the Kanagawa Private School Promotion Division (045-210-3786) of the Kanagawa Prefectural Private School Promotion Division, which is responsible for the establishment of the kindergarten.
　　　　We may inform you about it.

(4)　Consultation reception method
　　①　Telephone
　　　　Reception starts at 9 o'clock on Saturday, April 1, 2023
　　②　ＷＥＢ
　　　　Acceptance starts on Monday, May 1, 2023

(5)　About consultation contents to be accepted
　Oh, consultation contents to be accepted
　　　Consultation on inappropriate childcare for children (in principle, consultation is based on "real name")
　　　※　Items not covered by consultation
　　　　　Example: Consultation on garden management, consultation on work conditions, etc., concerns about human relationships in the workplace, etc.
　　　※　The secret of the consultant will be kept. The personal information you receive will be handled appropriately.
　　◆　What is "inappropriate childcare"?
　　　　[Types of inappropriate childcare]
　　　　①　Involvement that does not respect each child's personality
　　　　②　Relative and intimidating language compelling things
　　　　③　Punishment and violent involvement
　　　　④　Involvement of consideration for each child's growth and family environment
　　　　⑤　Discriminatory involvement
　　　　Source: “Guide to Prevent Inappropriate Childcare and Response in Case of Occurrence” March 2021

For 　　　consultations other than "inappropriate childcare", please consult with the following 2-4 consultations.
　B. Regarding the timing of the target act
　　　The timing does not matter, but it may be difficult to confirm the facts if time has passed since the act.

(6)　Flow of response　
　A Dedicated consultation desk (consultation service service provider)
　　　A professional counselor will carefully ask the details of the project over the phone (scheduled to start accepting on the web from May 1), organize the information, and report it to the government.
　B. Administration (Child and Youth Bureau ChildcareChildren and Families Support Division)
　　　After receiving a report from the dedicated consultation desk, we will consider ways to confirm the facts. Consult with external experts as necessary, and based on the results, conduct on-site inspections, etc. If inappropriate childcare is recognized, we will provide improvement guidance.
　C) External experts (multiple lawyers who are familiar with the protection of children's rights)
　　　We provide advice on how to confirm the facts and guidance of the government.
[Flow diagram]

（1） The Complaint Resolution Manager is responsible for
　　　We will disseminate the mechanism of complaint resolution to users, etc., and discuss with the complainant.
（2） The person in charge of the complaint receptionist.
　　　We accept complaints from users, report them to the complaint resolution manager and third-party committee members, and record a series of progress and results.
（3） Third-party committee members shall be appointed.
　　　It is set up to ensure sociality and objectivity in resolving complaints, and to promote appropriate responses that take into account the user's position and characteristics.
　

※1 Certified nursery school, small-scale childcare business, in-house childcare business, home-based childcare business, certified child institution, kindergarten, unlicensed childcare facility, Yokohama nursery room
※2 Anonymous consultation is also possible.

The Yokohama City Welfare Coordination Committee investigates and coordinates service providers (city, ward or businesses) as a neutral and fair third-party organization, investigates and coordinates service providers (city, ward, or businesses) as a neutral and fair third-party organization. We aim to resolve complaints, ensure transparency in welfare and health administration, and promote improvement of service quality. (For details, please check the page of Yokohama City Welfare Coordination Committee.)
Please refer to page about consultation method to Yokohama-shi welfare adjustment committee.

[Consultation URL]
　http://yokohama.hoikushi-soudan.jp/ (external site)