Updated 7 May 2025
Who to contact
Relevant staff member: In the first instance, please raise your concern directly with the staff member involved.
Assistant Principal: If the matter remains unresolved, you may escalate your concern to an Assistant Principal.
Principal: If you are still dissatisfied, you may raise the matter with the Principal.
CEWA: If the issue remains unresolved after these steps, you may contact CEWA for further assistance.
Commitment to Resolving Complaints
Our school is committed to handling complaints effectively and efficiently. We support the rights of parents, guardians, students, and staff to have their concerns taken seriously and addressed promptly. Our procedures ensure complaints are managed transparently and lead to continuous improvement.
Definitions
Complaint: Dissatisfaction with school services, decisions, actions, or complaint management.
Dispute: A conflict involving opposing claims.
Procedural Fairness: Requires an appropriate hearing, lack of bias, evidence-based decisions, and fair inquiry.
Informal Complaints (Concerns)
Most concerns can be resolved informally through discussions with relevant staff. If unresolved, a formal complaint can be lodged. Matters posing an immediate risk, or a breach of the Code of Conduct, must be referred to the Principal.
Formal Complaints
Formal complaints can be made by:
- Speaking to a member of staff.
- Email, phone call or letter to the school.
- Complaints about the Principal can be referred directly to CEWA.
Child Focussed
This applies to students too, who may speak to a staff member, or drop a letter at the school office. Issues, including bullying, are handled seriously.
Reviews and Appeals
If dissatisfied with a resolution, complainants can escalate matters within CEWA for further review.
Anonymous Complaints
While complaints should be verifiable, anonymous concerns raising serious issues will be considered. However, procedural fairness may limit investigation effectiveness.
Withdrawal of Complaints
A complaint may be withdrawn at any stage, though the school may proceed with an investigation if deemed necessary.
Role of the Director General
The Director General of the Department of Education is responsible for ensuring that the school observes the registration standards, including the standard about its complaints handling system. Any student, parent or community member is entitled to contact the Director General with concerns about how the school has dealt with a complaint. Information is available on the Department of Education website. While the Director General may consider whether the school has breached the registration standards, they do not have power to intervene in a complaint or override the school’s decision.
Confidentiality
Complaints will be handled with discretion. Personal information is shared only as required. Students also have privacy rights but may involve a support person if they choose. Mandatory reporting applies where necessary.