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Parent Complaints - Further Resources and Information

How best to raise your concern or complaint

The Department is committed to good communication and treating everyone with dignity and respect. It is important to remember that everyone in the school community should work together in a spirit of cooperation and understanding and should conduct themselves in a respectful, courteous and calm manner. 

For the Department's statement on treating everyone with equal respect, see: Dignity and Respect Statement (PDF - 288Kb) 

Matters of general concern best raised with the school principal include:

  • school facilities
  • canteen management
  • sports days
  • excursions
  • school fees and charges
  • student assessment and reporting
  • timing of special events
  • student free days
  • before and after school care
  • homework policy
  • student dress codes.

Matters of personal concern that should be raised confidentially and directly with the relevant teacher in the first instance include:

  • individual student needs
  • academic progress
  • behaviour and student discipline issues
  • non-attendance or truancy
  • challenging or changing family circumstances.

Raising your complaint - by phone or in person

  • You should make some notes as a guide prior to approaching the school as this helps to set out all the facts in a logical order. You can then use this information when you are speaking with the person dealing with your problem.
  • Make a note of the people you speak to about your complaint and the date you spoke with them.
  • Stay calm. Remember the person you are speaking with is genuinely trying to help you. If you are unable to stay calm have someone else speak on your behalf.
  • Outline the steps you have already taken to resolve the issue.
  • Explain what action you think should be taken to resolve the issue. Be reasonable and realistic about your expectations.
  • If the complaint you are raising involves another student at the school it is very important that you do not approach them or their parent/s directly as this could make matters worse.
  • Understand you could be referred to a more appropriate person within the department, or to another agency.

Raising your complaint - in writing

If you are not using the Complaint Lodgment Form, remember to sign and date any correspondence and provide your full name and address. Provide as much relevant information as possible including:

  • relevant dates, places and times
  • a description of the incident or problem
  • details of any phone conversation or meetings
  • details of who you have contacted previously
  • any explanations that you think are important
  • copies of relevant documents (if appropriate).

The Department may not fully investigate a complaint if it is an anonymous or unreasonable complaint or if the complaint is not within our jurisdiction.

To help you to put together all the information you need to submit a complaint in writing, see Complaint Lodgment Form (PDF - 83Kb)

Anonymous complaint

Anonymous complaints will be accepted, however, it may not be possible to investigate the matters thoroughly without sufficient detail or the ability to maintain effective liaison. 

Unreasonable complaint

An unreasonable complaint is one that is vexatious, trivial or frivolous in nature, such as a complaint that is: 

  • an abuse of the complaint process
  • not made in good faith
  • an attempt to reopen an issue that has already been resolved by raising the same, or similar, issues again
  • the result of unreasonable complainant behaviour.
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Further review

You may submit your complaint to an external agency if you feel that your issue has not been dealt with appropriately by the Department. Other agencies may include:

You can also seek advice and/or mediation services from an organisation such as:

There are also a number of community organisations that may assist with advocacy.

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School policy and guidelines

Use the Department's web site, including the School Policy and Advisory Guide, to find information on school operational matters, policies and guidelines. These may be useful in any discussions you have with school staff. Some common issues of concern raised by parents are those that relate to:

For more information see: School Policy and Advisory Guide

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Parent information sheets

The Parent Complaints Information Sheet provides summary information of how parents can make a complaint to the Department, see: Parent Complaints Information Sheet (PDF - 278Kb)

This information has also been translated into the following languages: