The new Policy and Advisory Library (PAL) is now available. This page will be redirected to PAL from the start of Term 3. Make sure to update your bookmarks to the new PAL site.
Purpose of this policy
To ensure all schools respond to parent concerns and complaints in an effective and timely manner.
Schools must develop local policy and procedures in accordance with Department policy.
The underlying premise of the complaints management policy is that parent concerns and complaints are best and most effectively managed at the school level.
Note: This policy does not apply to matters about which there are existing rights (and processes for) review and appeal, such as matters relating to serious employee misconduct, student critical incidents and criminal activities.
When addressing parent/guardian concerns or complaints, the Department and its schools must:
- abide by relevant regulatory and legislative frameworks
- maintain confidentiality
- balance the rights and responsibilities of all parties
- ensure all parties are aware of their right to advocacy
- act in a manner that seeks to achieve an outcome acceptable to all parties.
Additionally, schools enrolling international students are required to maintain an international student’s enrolment (to comply with student visa conditions) and appropriate student welfare support arrangements until the relevant complaints or appeals process is resolved. For further information, see:
ISP Quality Standards and School Resources -
International Student Program Quality Standards for Schools, Quality Standard 8 - Complaints and appeals.
Policy template for schools
A downloadable policy template for Victorian government schools is available on the intranet at: Complaints Schools can modify the template to suit their local circumstances.
Charter of Human Rights and Responsibilities Act 2006
Education and Training Reform Act 2006
- Education and Training Reform Regulations 2007
Information Privacy Act 2000
Wrongs Act 1958
The complaints intranet page contains practical advice for school staff about issues to consider when managing parents' concerns and complaints.
Parent Complaints (requires logon)
School complaints - a website for parents outlining the Department's complaint process. Includes advice on how to raise concerns.