Complaint Resolution

School role, responsibilities and outcomes

School role

All schools receive and manage complaints on a range of matters. Complaints are best addressed in an environment where parents/carers, students, their representatives, and school community members feel comfortable and safe to raise issues concerning the education and welfare of students.

All schools are required to treat concerns seriously and should welcome opportunities raised through complaints to change or improve practices and learning opportunities for students. Schools must consider complaints that relate to child safety to identify any causes, or systemic risks, and take steps to mitigate those risks and continuously improve practices.

The principal is responsible for the fair, efficient and effective organisation, management and administration of the school including the school’s complaint-handling processes.

Schools must:

• always consider their duty of care to the student or students involved in the complaint
• consider the nature, complexity, seriousness and urgency of the complaint
• consider interventions such as regional or central office team support, facilitated negotiations, conciliation or mediation when resolving complaints
• seek expert advice when necessary
• ensure that all parties are afforded procedural fairness
• seek feedback from the regional complaint handling officers when resolving complex complaints to ensure complainants and schools have the best possible support to resolve complaints locally
• ensure teachers are advised about the complaint where appropriate
• provide culturally appropriate support to Aboriginal students
• develop and publish a complaints policy (staff login required) and process for their school which explains how complaints are managed at the school, including:
  • who to contact to raise a concern or complaint at the school
  • actions upon receipt of a complaint
  • timeframes for acknowledgement and resolution of a complaint
  • potential outcomes
  • escalation process if mutually agreed resolution is not reached (refer to Framework for managing complaints)
• keep a written record of:
  • serious, substantial or unusual complaints
  • complaints relating to the Child Information Sharing Scheme and Family Violence Information Sharing Scheme, to meet regulatory requirements. Refer to Child and Family Violence Information Sharing Schemes for more information
• make all school staff aware of the school’s complaints procedures and, as deemed necessary, provide professional development opportunities on complaints management.

School responsibilities

The responsibility of the school is to work with the complainant and/or support person, in consultation with the region as required, to resolve complaints. Concerns can be raised directly with teachers, or with the principal (or delegate). If a complaint is about the principal or the complainant is not comfortable raising the complaint directly with the school, the complainant can call the department at 1800 338 663 or email enquiries@education.vic.gov.au

When a complaint is raised at a school, the person who receives and manages the complaint must:

• acknowledge receipt of the complaint (verbal or written) in a timely manner
• speak with the complainant to ensure they are aware of the school’s complaints policy and process, and where required seek further information so as to better understand the complaint
• seek to understand the complainant’s desired outcome and endeavour to resolve the complaint if it is within their power and is reasonable to do so.

If a complaint is complex and the complaint cannot be, or is not appropriate to be, resolved with the teacher, the principal or their delegate, the person managing the complaint must:

• seek advice from the regional office and subject matter experts within the department and/or external agencies (please refer to Support for school staff in managing complaints for additional information)
• provide a holding response with indicative timelines relevant to the nature of the complaint
• speak with the complainant directly to ensure they understand the problem and provide any additional support to help resolve the complaint
• acknowledge the goal is to achieve an outcome that supports the best interests and wellbeing of the student/s and that is, where possible, acceptable to all parties
• advise the complainant that for privacy reasons, schools cannot discuss steps taken in relation to another student or family, or staff members
• advise the complainant how the complaint will be addressed
• provide updates throughout the process as agreed with the complainant
• consider the wellbeing of students, teachers and other staff members
• in situations where further time is required, consult with the complainant and the region to discuss any interim solutions, including and considering alternative methods of dispute resolution.

When finalising the complaint, the principal or their delegate may:

• arrange a meeting with the complainant, teacher/s and/or assistant principal
• arrange mediation or conciliation meetings with the complainant, teacher/s and/or assistant principal in consultation with the region
• work with the complaint handling officer of the region to ensure that the school has the best available supports to resolve the complaint
• discuss the school’s findings with the complainant in an attempt to reach an agreed resolution
• communicate to the complainant in writing steps taken or intended to be taken by the school and the complainant (as necessary) to prevent a similar incident or issue from occurring again.

Outcomes of raising a complaint with the school

Outcomes are any actions consistent with department and school values and policies, that are intended to support the student, family and school relationship, engagement, and participation in the school community.

Schools must provide complainants with an explanation as to the steps taken to resolve the matters raised. For privacy reasons, schools cannot discuss steps taken in relation to another student or family, or staff members.

Complainants who are not satisfied with the school’s response or handling of the complaint, may escalate the matter to the department’s regional office by calling 1800 338 663 or emailing enquiries@education.vic.gov.au

Further information and guidance on conflict resolution strategies is available on the Resources tab.