Child Link

Complaints handling for Child Link

Schools may receive complaints from students, parents and other individuals in relation to a Child Link User’s behaviour or personal information displayed on Child Link. Complaints made in relation to Child Link may include:

• how Child Link operates in accordance with the CWS Act and other relevant laws
• how personal information is collected and displayed on Child Link, including any privacy concerns
• how Child Link Users access, use or share information from Child Link, and the process by which they are authorised to do so.

In circumstances where complaints are made by a parent about how the school uses Child Link or how a Child Link User has accessed and used information on Child Link, the school should follow existing processes and departmental policies for handling these complaints.

In circumstances where complaints are made in relation to, but are not limited to, information displayed on Child Link or information collected from government agencies for display on Child Link, please contact the Child Link team (phone 1800 549 646 or email childlink@education.vic.gov.au).

Privacy complaints, and information sharing and handling complaints

If your school receives a complaint from a parent about how the school uses Child Link or how a Child Link User has accessed and used information on Child Link, the school should follow existing processes and departmental policies for handling these complaints. For Victorian Government schools, privacy concerns are handled by the Department of Education’s Privacy Team. Refer to Make a privacy complaint to the Department of Education for further information.

General complaints

If your school receives a general complaint that is not related to privacy, or information handling and sharing, it may submit a complaint to Child Link.

General complaints may cover concerns relating to:

• how information from government agencies is collected for Child Link
• how information is displayed on Child Link
• the administration of Child Link under relevant laws, or
• the authorising and onboarding process for Child Link Users, including training.

To learn how to submit a general complaint to Child Link, refer to Child Link complaints.