Make a complaint about your school

It’s always okay to talk to the school about your concern, and it’s important to resolve complaints as early as possible. The best place to raise your concern is directly with the school.

If you are a student, parent, or carer, ask to speak to the teacher or another member of the teaching staff. If the matter is unresolved, arrange a time to talk to the Principal or another member of the school leadership team.

If you are a community member, contact the school directly via phone or email.

Remember, some issues are complicated and might take more time to handle.

Before you approach a teacher or other school staff member

• be clear about the issues you want to discuss
• focus on the facts and the things that are affecting the student (if applicable)
• remember you may not have all the facts yet
• think about how the matter could be resolved
• check our policies and the school's policies. You can ask the school for a copy of their complaints policy, or it may be on their website.
• be realistic about what the school can do.

If your concern is about the principal and you don't want to talk to them directly, call the department at 1800 338 663 or email enquiries@education.vic.gov.au.

If you talked to the school and have concerns about their response, call the department at 1800 338 663 or email enquiries@education.vic.gov.au. A staff member will record your complaint and explain the next steps.

You will get a chance to explain your concerns and what solution you want. Every effort will be made to resolve the issue within 30 school days. If the issue is complicated, it might take longer to solve.

We might not be able to fix your complaint exactly how you want. We can only solve problems in ways that follow department values, policies, and the law.

You can request a Central Office Review if:

• you are a student, parent, carer, or their authorised representative
• you have received an outcome from a regional office within the last 30 days (exceptional circumstances may be considered)
• you believe we have made an error in relation to department policy.

You will need to tell us what you believe we have done wrong. If you do not, it is unlikely we will accept your request. We will aim to consider your request within 10 school days.

If your request is accepted, a senior officer in the department’s central office will consider whether any of the decisions or actions taken by the school or regional office were unreasonable or incorrect in relation to department policy.

The senior officer may decide:

• your case should be re-considered
• the original decision was correct and nothing further will happen
• the school or department should make improvements.

The senior officer will contact you to tell you the outcome within 60 school days from the day your request for Central Office Review was accepted. If the issue is complicated, it might take longer to solve.

If you are unhappy with the department's response, you can contact the Victorian Ombudsman by phone (03) 9613 6222 or via the Victorian Ombudsman website.

We have separate review or appeal processes for some situations. Where a separate review or appeal process is available, you should follow that process. Some of these processes are referenced below. If you are unsure of which process to follow, call us on 1800 338 663 or email enquiries@education.vic.gov.au.

Compensation claims

The department has a separate process for families to make claims for compensation for injuries or property loss or damage that are alleged to have been caused by negligence of the department. Talk to your school’s principal for advice on how to submit a compensation claim related to personal injury or property damage. You can read the department’s Claims for Property Damage and Medical Expenses policy for additional information.

Complaints about Catholic schools

If your concern is about a Catholic school, refer to complaints - Victorian Catholic Education Authority.

Complaints about Independents schools

If your concern is about an independent school, refer to make a complaint - Victoria Registration and Qualifications Authority (VRQA).

Employee misconduct allegations

If you have a complaint about a specific employee’s behaviour, it is always best to raise the complaint with their direct manager. For school staff, such as teachers, this would be the principal. Allegations of certain types of behaviour that are grounds for action under Division 10 of Part 2.4 of the Education and Training Reform Act 2006 (see policy guidelines) must be referred to the accused employee’s manager in the first instance, who is responsible for managing the complaint in compliance with the Managing Conduct and Unsatisfactory Performance policy.

Enrolment appeals

If you have applied to enrol your child at a school that is not your neighbourhood school, and your application has been denied, refer to the enrolling in school page for information about the enrolment appeal process.

Expulsion decisions

If your child has been expelled, visit the if your child is expelled from school page for information about the expulsion process, including information about how to lodge an appeal.

Family Law matters

If you have family court orders in place, you should provide a copy of the court order to the school. Disputes between parents/carers about the interpretation or implementation of family court orders should be referred to the court.

Fraud and corruption allegations

If you have any knowledge or reason to believe an employee, contractor, or service provider has been involved in fraudulent or corrupt conduct, we encourage you to report fraud or corruption.

Freedom of Information decisions

Find out how you can apply to access your personal records that are held by the department by submitting a request under the Freedom of Information Act (FOI).

International Student Program (ISP) complaints and appeals

Complainants should be referred to the procedures set out in the ISP Complaints and Appeals Policy and ISP Complaints and Appeals Procedure or to contact the International Education Division (03) 7022 1000 or international@education.vic.gov.au.

Ongoing School Community Safety Orders (SCSOs)

For information about SCSOs, including the appeal process, refer to information for parents and carers.

Privacy complaints

If you are concerned about how your personal information has been handled, refer to make a privacy complaint.

School council election complaints

Refer to the Election complaints section in the School Council – Elections policy.

Student exchange program complaints

For complaints about student exchange programs or organisations refer to make a complaint - Victorian Registration and Qualifications Authority (VRQA)

Victorian school curriculum and examination complaints

For complaints about school curriculum and examinations refer to complaints handling policy and procedure - Victorian Curriculum and Assessment Authority (VCAA)