Information for parents and carers

Unlike most complaints handling bodies, the IOSDR uses an alternative dispute resolution (ADR) approach. This approach does not investigate past events or assign blame or responsibility for the current situation.

The IOSDR works with parents to set up a future working relationship. This provides the best opportunity for a student to succeed at school and in their education.

As an independent service, we need both the school and the family to agree to work with us. The process is voluntary and people can withdraw their willingness to take part at any time.

If the referral is accepted by the IOSDR the case will be managed by the Chair or Deputy Chair and you will be contacted by the IOSDR.

This initial conversation provides an opportunity to:

• explain your current situation
• let us know what’s important to you
• tell us the outcome you are seeking.

We can also answer any questions about the IOSDR.

To help us understand the current situation, we will speak to the school principal about the outcomes they believe can be explored and achieved.

Conversations and meetings are usually face-to-face and can be at a venue outside of the school. Online meetings are also possible.

Matters the IOSDR can receive

Complaints that are complex and intractable, for example:

• The complaint is not resolved after being raised with and considered by the school and the regional office.
• There are several interconnecting issues that need supported discussions (and perhaps independent expert knowledge) to resolve.

Complaints that are suitable for an ADR approach, for example:

• Participants are willing to discuss the matter in good faith and are prepared to consider other people's views.
• There is a current problem to be resolved with a student still attending or enrolled at the school.
• There is an opportunity for all involved to reach an agreeable and achievable outcome.
• The complaint is reasonable and made in good faith.

Matters the IOSDR cannot receive

• School councils' decisions and actions.
• Department program or policy decisions (for example, eligibility for funding under the Program for Students with Disability).
• Disciplinary action against school staff taken by the department or other bodies, such as the Victorian Institute of Teaching.
• Actions taken by the department relating to school attendance.
• Decisions made by a principal taken against a parent or carer relating to access to school grounds.

Possible outcomes or agreements

• Decisions on what the future will be are agreed to by you and the principal. Various outcomes can be achieved through having the dispute handled by the IOSDR.
• The IOSDR may recommend that the Department review or update its policies or practices or take further action to address the problem.

If the dispute remains unresolved

• The IOSDR does not have the authority to order an outcome and may in some circumstances make recommendations to the Department for system reviews.
• Either party may withdraw from working with us, leaving the case unresolved.
• Having the matter received by the IOSDR does not remove your right to contact other dispute resolution entities.
• The discussions and statements made during the IOSDR process should not be used in other proceedings.