There may be times when parents find they have concerns with their child’s school or education. Gippsland Region encourages parents to raise any issues they have with their child's school so that they can be dealt with promptly and resolved to the satisfaction of all concerned in the most appropriate manner.
Gippsland Region has developed complaint resolution procedures that provide parents with guidelines to assist them in addressing their concerns. These protocols provide a framework that ensures parent concerns are treated seriously and that all issues raised are addressed promptly and fairly while adhering to high standards of thoroughness and accountability.
Gippsland Region is committed to providing a responsible and respectful complaints resolution process that will enable parents the opportunity to raise and resolve their concerns appropriately.
School Complaints Resolution Procedures
GUIDELINES FOR PARENTS
Step 1 Identify your topic or issue
Making notes is a good idea as it ensures that you cover all points. Think about the resolution you would like to see as an outcome.
Step 2 Contact the school
Contact the school by telephone or written communication as soon as any issue or concerns arise. The school can advise you who will be the most appropriate person to address the matter you have raised.
Relevant staff at the school are able to explain school policy and Department of Education and Early Childhood Development requirements that may relate to any matters you raise. You can also access a wide range of educational information on the school’s website or the DEECD website at www.education.vic.edu.au
Step 3 Meet with the Principal or Assistant Principal
If the matter you have raised is not addressed after initial contact with the school make an appointment to speak with the Principal or Assistant Principal. If a classroom teacher is to be present it is more convenient for a meeting to occur outside of classroom hours.
It is the principal’s role and obligation to follow up on all parent concerns and to keep communication open. The principal will investigate the issue and consider all options to determine appropriate action for a satisfactory outcome.
Remember: you have one side of an issue and others may have another version.
After meeting with the principal you may need to:
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continue to monitor the situation
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be available for further discussions with appropriate people at the school
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consider the support of other agencies such as Student Support Services Officers
Step 4 Contact your Regional Office
If the matter is still unresolved at the school level you may wish to discuss it further with the school’s Regional Network Leader who can provide additional advice and support in order to seek a positive solution. They can be contacted through the Gippsland Region Office on 5127 0400.
Guidelines to assist parents in the complaints process are also available on the following DEECD links:
http://www.education.vic.gov.au/about/contact/parentcomplaint.htm
http://www.eduweb.vic.gov.au/edulibrary/public/commrel/contacts/March_07_Parents_Complaints_English.pdf
COMPLAINTS MANAGEMENT TIMELINE
Gippsland Region will ensure that all parent concerns and complaints will be addressed and resolution attempted within two weeks of notification.
RESPONSIBILITIES OF THE COMPLAINANT
Schools and the Gippsland Region are committed to resolving all concerns and complaints sensitively and with a commitment to listen and respond positively to all parent issues. Complainants have a responsibility to assist this process by:
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making a genuine attempt to resolve the concern or complaint at the school level as soon as possible after the issue occurs
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contacting the regional office for the assistance of appropriate regional personnel if unresolved at the school level
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providing complete and factual information about the concern or complaint
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acting in good faith and in a courteous and respectful manner
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maintaining privacy and confidentiality of all parties
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showing respect and understanding of each other’s point of view
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