Parent Complaint Procedures

We all expect quality and expert care and teaching for your child in order that they achieve their potential. Working together will give us the best chance of solving a problem that may arise during your child’s years in high school.

We also recognise that at times things may go wrong. If you have a concern or a complaint, we want you to let us know. It’s important to learn from mistakes or misunderstandings so that we can improve your child’s experience and learning, and also improve processes where possible.

The first step in working through a complaint is to talk to your child’s teacher, and then the principal or director if you still are not happy.

About complaints or concerns

This information may be helpful in explaining what a complaint is:

A complaint may be made by a parent if they think that the school has, for example:

  • done something wrong
  • failed to do something it should have done
  • acted unfairly or impolitely

Your concern or complaint may be about:

  • the type, level or quality of services
  • the behaviour and decisions of staff
  • a policy, procedure or practice.

Sometimes a complaint is about something we have to do because of State or Federal law. In such cases we are able to talk to you about the matter and help you understand the requirements and why they exist.

Where to find information Complaint Policy and Procedures

Copies of the school/preschool’s Parent Guide to Raising a Concern or Complaint brochure are available from Reception and on the school website.

A copy of the brochure is included in information folders provided to all new parents and families.

Steps guiding how complaints should be made are explained in the brochure.

Please use this guide to help you think through what you are concerned about and how to resolve the matter respectfully and effectively. You might like to visit the department’s website at: 

or email

There is also a Freecall number 1800 677 435.