Complaint Resolution

Resources

The following resources are available to support schools to manage complaints:

• Refer to the Support for school staff in managing complaints section on the Guidance tab for regional and central office support and advice.
• A Complaints policy template (staff login required)(opens in a new window) and a Parent disputes policy template (staff login required)(opens in a new window) are available in the School Policy Templates Portal.
• Email templates are available to acknowledge receipt of a complaint (DOCX) (staff login required)(opens in a new window) and to communicate the outcome of a complaint (DOCX) (staff login required)(opens in a new window).
• Refer to the Respectful Behaviours within the School Community policy(opens in a new window) to understand the shared roles of parents, carers and school staff in creating a positive environment for learning.
• For school resources related to racism, refer to the Schools Standing Up To Racism(opens in a new window) page on the Centre for Multicultural Youth site.
• For Koorie cultural inclusion and Koorie education guidance and support, refer to Contact a Koorie education coordinator. Refer to the Victorian Public Sector Commission’s Aboriginal and Torres Strait Islander self-determination(opens in a new window) resource to understand the Victorian Government’s commitment to self-determination.

Schools can refer complainants to the following resources:

• Information for complainants on how to raise a complaint about a Victorian government school is available at Make a complaint about your school(opens in a new window).
• Resources for students about raising and resolving issues at school are available:
  • Raising and resolving issues at school – factsheet (PDF)(opens in a new window)
  • Raising and resolving issues at school – factsheet (DOCX)(opens in a new window)
  • Raising and resolving issues at school – posters (PDF)(opens in a new window)
  • Raising and resolving issues at school – scenarios (PDF)(opens in a new window)
  • Raising and resolving issues at school – scenarios (DOCX)(opens in a new window)
• A flyer has been developed by the department in partnership with VicSRC and Parents Victoria outlining the benefits of respectful and meaningful partnerships in education. Refer to Family engagement in learning (DOCX)(opens in a new window).
• This resource can be provided to parents and caregivers of students with disability to support them to raise, escalate, and resolve concerns with their school (provided by the Australian Government Department of Education) Steps to raise concerns and resolve a complaint with your school(opens in a new window).