Resolving issues with the school’s cleaning
How to resolve issues with the school’s cleaning
The school representative is recommended to follow the following steps to attempt a quick resolution to any issues with the school’s cleaning:
- Review the agreed cleaning services plan and the Cleaning standards and frequency guide to confirm that the issue is in scope.
- Speak with the local cleaning team about the issue to attempt to resolve it. This can be done by logging the issue in the school’s communication book or by having an informal discussion with the cleaning staff. The school representative can also speak with the area supervisor or manager, particularly if the issue is not resolved in the discussion with the cleaning staff. The cleaning staff should resolve any minor cleaning issues within the next cleaning cycle.
- If not resolved, log the issue via AIMS as an escalated issue so that the department can ensure the service provider is held accountable and the issue is rectified. The VSBA School Cleaning Unit will work with schools and is responsible for managing the performance of each service provider and to ensure cleaning standards are being met via regular on-site quality cleaning audit.
- For concerns not related to the quality of cleaning, such as the provision of a Working with Children Check or hazardous chemicals in an accessible area, schools must manage and report any incidents or concerns in line with the relevant department policies, such as the Managing and Reporting School Incidents (Including Emergencies) policy, Chemical Management policy, Contractor OHS Management policy, and any other related policy. Schools must follow the Four Critical when responding to an incident, disclosure or suspicion of child abuse. The School Cleaning Unit can also be notified, and the issue or concern logged in AIMS.
Contact centres and contact details for service providers
The service provider's contact centre serves as a central hub for managing, coordinating additional cleaning services, and handling emergency cleaning requests. To escalate issues, schools can use the department’s AIMS portal to raise an incident report.
The relevant details for all service providers for each cleaning area are provided below.
Southern Melbourne, Hume Merri-bek, Bayside Peninsula
- Service provider: Menzies Facilities Services
- Phone number: 1300 557 511
- Email: helpdesk@menziesgroup.com.au
- Serviced Local Government Areas (LGA):
- Cardinia (S)
- Casey (C)
- Frankston (C)
- Hume (C)
- Kingston (C)
- Moreland (C)
- Mornington Peninsula (S)
Outer Eastern Melbourne, North Eastern Melbourne, Inner Eastern Melbourne
- Service provider: Tradeflex Services Group
- Phone number: 03 9826 2788
- Email: DE@tradeflex.com.au
- Serviced Local Government Areas (LGA):
- Banyule (C)
- Boroondara (C)
- Darebin (C)
- Knox (C)
- Manningham (C)
- Maroondah (C)
- Nillumbik (S)
- Whitehorse (C)
- Whittlesea (C)
- Yarra Ranges (S)
Brimbank, Melton, Western Melbourne
- Service provider: Serco Australia
- Phone number: 1300 165 040
- Email: fm.vicschoolsenquiries@serco-ap.com
- Serviced Local Government Areas (LGA):
- Brimbank (C)
- Hobsons Bay (C)
- Melton (C)
- Moonee Valley (C)
- Wyndham (C)
Central Inner
- Service provider: ISS Facility Services
- Phone number: 1300 039 650
- Email: Vicschools@au.issworld.com
- Serviced Local Government Areas (LGA):
- Bayside (C)
- Monash (C)
- Port Phillip (C)
- Stonnington (C)
- Yarra (C)
Central Lower
- Service provider: ARA Property Services
- Phone number: 1300 889 210
- Email: customerservice@arapropertyservices.com.au
- Serviced Local Government Areas (LGA):
- Glen Eira (C)
- Greater Dandenong (C)
- Maribyrnong (C)
- Melbourne (C)
Information on how to resolve issues with the school’s cleaning, and contact centres and contact details for service providers.
Reviewed 12 March 2026