VIC.GOV.AU | Policy and Advisory Library

School operations

Complaint Resolution

Policy

The purpose of this policy is to support schools to manage and resolve complaints raised by complainants including parents/carers, students, their representatives, and school community members in a fair and transparent manner, with a focus on student wellbeing, student engagement in learning, and a continual improvement mindset. Complaints raised by community members (persons who do not or did not have a child enrolled in the school) are considered within this policy.

This policy only applies to Victorian government school decisions or actions.

Summary

  • A ‘complaint’ is an expression of dissatisfaction, either written or verbal, with an action taken, decision made, or the failure to take action or make a decision at a school.
  • The department recognises the right of complainants to make a complaint and its responsibility to ensure that the processes for resolving complaints and concerns are:
    • fair and transparent
    • in the best interest of the student
    • timely and effective
    • strive to preserve the relationships between parties to the dispute.
  • The department provides a framework to help resolve complaints, starting with the school.
  • The Minimum Standards for School Registration require all schools to have a local complaints policy. Refer to the Minimum Standards and School Registration policy for more information about the requirement and refer to the School Policy Templates Portal (staff login required)External Link for a template policy.

Details

This policy is intended to support the resolution of complaints in a manner that enables parents/carers, students, their representatives, and school community members to maintain a positive relationship with the school and the department, taking into consideration the best interests of the student, the importance of active engagement in education, and the need for fair and transparent processes.

This policy does not apply to matters where there are other processes for review and appeal, such as matters relating to criminal activities, fraud and corruption, legal claims, expulsions, and the year 6 to 7 and Kinder-to-Foundation transition processes. Refer to the Exclusions section on this page for these and other contacts.

Framework for managing complaints

The department provides a framework to help fairly resolve complaints, starting with the school, and taking into consideration the best interests of the student. The school is best placed to work with parents/carers, students, their representatives, and school community members to resolve complaints.

The framework supports schools to consider various complaints resolution options such as mediation and conciliation to achieve early resolution of complaints.

If a resolution cannot be reached at school level, or the complaint is about the principal, the complainant can escalate the complaint to the regional office by contacting the department’s contact centre on 1800 338 663 or enquiries@education.vic.gov.au

The regional complaint handling officer (for example, a Community Liaison Officer) will work in consultation with the school, regional executives, and the complainant to seek a resolution within 30 school days, noting more complex complaints may take longer. Early resolution interventions will be considered, such as mediation, conciliation, or referral to the Independent Office for School Dispute ResolutionExternal Link for possible restorative interventions.

If, following the region’s response, the complainant believes an error has been made in relation to implementation of policy, the complainant may request a Central Office ReviewExternal Link . When requesting a Central Office Review, the complainant must:

  • be a student, parent, or carer, or an advocate assisting a student, parent, or carer (community member complaints are not eligible for Central Office Review)
  • make the request within 30 days of receiving the region’s response (out of time requests may be considered in exceptional circumstances)
  • explain why they believe an error has been made in relation to implementation of policy.

The department’s central office will consider the request fairly and objectively. If the Central Office Review request is not accepted, the central office will aim to notify the complainant within 10 school days, providing reasons as to why they consider the review unwarranted. If the Central Office Review is accepted, the central office will complete their review within 60 school days, noting complex complaints may take longer.

Refer to the Guidance tab for further information.

School complaints policy

Schools must develop a local complaints policy that outlines how the school manages complaints. The school’s local complaints policy must:

  • be consistent with this Complaint Resolution policy
  • ensure procedural fairness (in accordance with good practice and the Minimum Standards and School Registration)
  • ensure compliance with the Child Safe Standards and Ministerial Order 1359 which requires schools to have complaints processes that are child-focused, culturally safe and accessible to everyone. For further information, refer to Schools – complaints processes guidanceExternal Link
  • include information on how to refer a complaint to the regional office if the complainant is not satisfied that their complaint has been resolved or addressed by the school, or if the complaint is about the principal and the complainant does not want to raise it directly with that person
  • be accessible to the school community via the school website and included in staff induction.

Schools can download a complaints policy template from the School Policy Templates Portal (staff login required)External Link . Schools can modify the template to suit their local circumstances.

Exclusions

Where separate review or appeal mechanisms are available in relation to a decision, this complaints policy does not apply, and the complainant should be referred to the appropriate process. Some of these processes are referenced below.

Catholic schools

Complainants should be referred to the Victorian Catholic Education AuthorityExternal Link .

Compensation claims

The department has a separate process for families to make claims for compensation for injuries or property loss or damage that are alleged to have been caused by negligence of the department. Schools can refer to the Legal Claims policy for further information about negligence claims.

Disability Inclusion Profiles appeals

There is a separate appeal process for Disability Inclusion Profiles (DIP) under the department’s Disability inclusion Profile policy.

Employee conduct allegations

Allegations of employee conduct concerns are managed under the Managing Conduct and Unsatisfactory Performance in the Teaching Service policy.

Enrolment placement policy appeals

The Enrolment policy provides for an appeal process where appeals are considered by the school’s placement/enrolment committee and/or principal, and parents/carers can appeal that decision to the regional director (RD).

Expulsion decisions

The appeal mechanism for expulsion is outlined in Ministerial Order 1125 (MO1125) and the department’s Expulsions policy.

Family Law matters

Parents/carers should provide a copy of the family court order to the school. Disputes between parents/carers about the interpretation or implementation of family court orders should be referred to the parents/carers to resolve.

Fraud and corruption allegations

Complaints about a teacher or school staff involving fraud, corruption, or employee misconduct may be raised with the principal, as the staff member’s manager, or the complainant may contact Speak Up on 03 7022 0121 or email to Fraud.Control@education.vic.gov.au. Refer to the Fraud and Corruption Control policy for further information.

Freedom of Information decisions

There is a review mechanism for objections to decisions to grant or deny access to documents under section 49A of the Freedom of Information Act 1982. Complainants can be referred to the Office of Victorian Information Commissioner (OVIC)External Link .

Independent schools

Complainants should be referred to VRQA complaintsExternal Link .

International Student Program complaints and appeals

Schools can refer complainants to the procedures set out in the International Student Program (ISP) policy or have them contact the International Education Division 03 7022 1000 or international@education.vic.gov.au

Ongoing School Community Safety Orders

For questions related to School Community Safety Orders (SCSOs), schools can refer to the School Community Safety Orders policy.

Privacy complaints

Schools can refer complainants to the department’s privacy complaints handling processExternal Link in relation to complaints about the handling of a complainant’s personal or health information or the personal or health information of the complainant’s child.

Report sexual abuse if you’re a current or former student

If you have experienced any form of sexual abuse as a student at a Victorian government school, either recently or in the past, we encourage you to report it to us and the policeExternal Link .

Information on access to counselling assistance and other supports, and how to make a claim for compensation, is available on the Report sexual abuse if you’re a current or former studentExternal Link webpage.

Reportable and notifiable conduct

Schools must follow the Reportable and Notifiable Conduct policy when they become aware of a reportable conduct allegation against an adult engaged by the department, school or school council in any capacity. This includes employees, contractors, volunteers (including parents), allied health staff, school council employees, agency casual relief staff, labour hire workers, and pre-service teachers.

School council election

Refer to the Election complaints section in the School Council – Elections policy.

Student exchange program

Complainants should be referred to VRQA complaintsExternal Link .

Victorian school curriculum and examination

Complainants should be referred to VCAA complaintsExternal Link .

Definitions

Advocate
An advocate is someone assisting the complainant to present or defend a case. This may be a family member, a friend, a supportive community member, or a formal advocate, for example, representing a disability agency.

Carer
A carer is any adult person with whom a child normally or regularly resides and who has caring responsibilities for the child.

Community member
A community member is any person who does currently have, or historically had, a child enrolled at a school that they are raising a complaint about.

Complaint
A complaint is an expression of dissatisfaction, either written or verbal, with an action taken or decision made, or the failure to take action or make a decision at a school.

Complainant
A complainant is the party making the complaint. For the purposes of this policy, this includes parents/carers, students, their representatives, and school community members.

Complaint handling officer
A complaint handling officer is the officer assigned to resolve a complaint.

Department staff
Department staff refers to school, regional, and central office staff.

Mature minor
A mature minor student (refer to the Mature Minors and Decision Making policy).

Parent
A parent, in relation to a child, includes a child’s parent or any person who has parental responsibility for the child.

For further information, refer to the Decision making responsibilities for students policy.

Support person
A support person is someone who assists the complainant through the complaint process. They are distinguishable from advocates in that they do not present or defend a case and do not receive a fee.

Department policy on managing parent complaints

Reviewed 23 May 2025

Policy last updated

23 May 2025

Scope

  • Schools

Contact

Complaints and Improvements Unit Operations and Governance Division

8688 7885
school.complaints@education.vic.gov.au
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