Complaints Management applies to complaints about state schools and related services provided to students through schools.
For complaints relating to alleged staff official misconduct or criminal activity, the complainant may refer their complaint to either:
Complaints Management does not apply to complaints made by employees concerning other employees (see Grievance Resolution Directive 11/07).
Complaints are responded to as a matter of priority and will be used as a mechanism for improving services to students and parents/carers. Complaints procedures are available to all students, parents and members of the public.
Parties should attempt to resolve complaints at the point where the problem or issue arose.
If a complaint is made about a person, that person has the right to know the details of the complaint and be given the opportunity to make a statement of reply.
All people involved in the complaint process have the right to be supported by an appropriate third party.
The complaint management process will be unbiased, objective and impartial.
State Schools Division manages all complaints fairly and with due regard to the rights of employees of the department who are the subject of complaints.
State Schools Division's complaints management process is implemented in a flexible way that is culturally appropriate and responsive to any special needs of the people involved.
Personal information collected as part of the complaints process is not released publicly.
Anonymous complaints are accepted. There are generally two types of anonymous complaints:
- the first is where the complainant refuses to supply their own identifying information; and
- the second type is where other identifying information is not supplied, for example, the name of the school.
In either case, complainants are informed, where possible, that refusal to supply certain relevant information may be a significant barrier to the ability to either adequately investigate or resolve a complaint.
Processes for managing complaints comply with the Australian Standard for Customer Satisfaction - Guidelines for Complaints Handling in Organisations.