Studying child care and would like help plz?

-the booklet i am doing is about working in legal and ethical ways. one of the questions is

"what is the complaints procedure for the service"

is this talking about the service i work in (daycare) or the service that makes all the rules or something else. please i have no idea,

many thanksThey are talking about the complaints procedure for the service in which you work (or are studying) Every service will have an Employee Handbook or some sort of book or folder containing all the rules, expectations & procedures for that centre.
They want to know the procedure a parent goes through to register a complaint. Also, what procedure you could use if necessay against a co worker or even a parent.