Complaints – Parents

Resources

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

• For a guide on managing conflict in schools, information on mediation and facilitated discussion services, and a suite of conflict training videos, refer to Conflict resolution in schools (staff login required).
• Information for parents and carers on how to raise a complaint about a Victorian government school (including frequently asked questions) is available at: Parent complaints in Victorian government schools.
• A Complaints Policy and Parent Dispute Policy template is available in the School Policy Templates Portal (staff login required).
• The Employee Conduct Branch can provide principals with advice and support in addressing allegations about employee conduct or work performance.
• The Legal Division can provide principals with advice and support in addressing allegations with legal elements or risks by phone on 9637 3146 and email at legal.services@education.vic.gov.au
• The Complex Matter Support Team (login required) can provide principals with advice and support when managing complaints that involving challenging parent behaviour or communications.
• For further supports and guidance on managing parent complaints, refer to Manage and resolve parent complaints (staff login required).
• 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 (Word)
  • Family Engagement in Learning (PDF)
• Independent Office for School Dispute Resolution