Addressing Parent/Carer Complaints

Teaching and learning works best when families and schools work together to resolve concerns.

Parents complaints, in the first instance, are best handled at the local school level. All schools are required to develop, maintain and publicise their complaint-handling process, so that complaints about events or decisions at the school can be addressed. (See Resources for Staff below)

Principals must ensure that their school community is aware of the Directorates policy and procedures for complaint handling. They must also ensure that their school community is aware of processes for complaint escalation (See Policy and Procedure below).

Principals and other staff involved in addressing parent complaints should seek advice where necessary, from their relevant Director School Improvement for support or referral.

Policy

Complaints Policy

Procedures

Complaint Procedures

Tools/Resources

References

Education and Care Services National Law Act 2010 (Adopted in the ACT by the Education and Care Services National Law Act (ACT) 2011)
https://www.acecqa.gov.au/nqf/national-law-regulations

Australian Capital Territory (2011)
Work Health & Safety Act 2011

ACT Public Sector Managing Occupational Violence Policy (2012)
ACTPS Managing Occupational Violence Policy 2012

ACT Work Health and Safety (Preventing and Responding to Bullying) Code of Practice (2012)
ACT WHS Preventing and Responding to Bullying Code of Practice 2012

ACT Public Service (2010), Respect, Equity and Diversity Framework
ACTPS Respect, Equity and Diversity Framework

Australian Capital Territory (1994)
Public Sector Management Act 1994

Contact

School Operations

Phone: (02) 6205 3313
Email: SchoolOperations@act.gov.au

Complaints & Liaison Unit

Phone: (02) 6205 5429

Families and Students

Phone: (02) 6207 3723
Email: familiesandstudents@act.gov.au

Health, Safety and Wellbeing

Phone: (02) 6207 0614
Email: Etdhealthsafetyandwellbeing@act.gov.au

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