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The purpose of this policy is to:
• provide an outline of the complaints process at North Melbourne Primary School so that
students, parents and members of the community are informed of how they can raise
complaints or concerns about issues arising at our school
• ensure that all complaints and concerns regarding North Melbourne Primary School are
managed in a timely, effective, fair and respectful manner.

This policy relates to complaints brought by students, parents, carers, or members of our school
community and applies to all matters relating to our school.
In some limited instances, we may need to refer the complainant to another policy or area if there
are different processes in place to manage the issue including:
• Complaints and concerns relating to fraud and corruption will be managed in accordance
with the department’s Fraud and Corruption Policy
• Criminal matters will be referred to Victorian Police
• Legal claims will be referred to the Department’s Legal Division
• Complaints and concerns relating to child abuse will be managed in accordance with our Child
Safety Responding and Reporting Obligations Policy and Procedures

North Melbourne Primary School welcomes feedback both positive and negative, and is committed
to continuous improvement. We value open communication with our families and are committed to
understanding complaints and addressing them appropriately. We recognise that the complaints
process provides an important opportunity for reflection and learning.

We value and encourage open and positive relationships with our school community. We
understand that it is in the best interests of students for there to be a trusting relationship
between families and our school.
When addressing a complaint, it is expected that all parties will:
• be considerate of each other’s views and respect each other’s role
• be focused on resolution of the complaint, with the interests of the student involved at the centre
• act in good faith and cooperation
• behave with respect and courtesy
• respect the privacy and confidentiality of those involved, as appropriate
• operate within and seek reasonable resolutions that comply with any applicable legislation and Department policy
• recognise that schools and the Department may be subject to legal constraints on their ability
to act or disclose information in some circumstances

Complaints and concerns process for students
North Melbourne Primary School acknowledges that issues or concerns can cause stress or worry for
students and impact their wellbeing and learning. North Melbourne Primary School encourages our
students to raise issues or concerns as they arise so that we can work together to resolve them.
Students with a concern or complaint can raise them with a trusted adult at school, for example, with
your classroom teacher, PLT Facilitators, Wellbeing staff, Koorie Education Support Officers or
Education Support staff. This person will take your concern or complaint seriously and will explain to
you what steps we can take to try to resolve the issue and support you.
You can also ask your parent, carer or another trusted adult outside of the school, to talk to us about
the issue instead. Information about our parent/carer complaints and concerns process is outlined
further below. The parent/carer process also applies to students who are mature minors, refer to:
Mature Minors and Decision Making.

Other ways you can raise a concern or complaint with us include:
• talking to a member of the student representative council about your concern and any
suggestions you have for resolving it
• participating in our Attitudes to School Survey (for Grades 4-6)
Further information and resources to support students to raise issues or concerns are available at:
• Report Racism Hotline (call 1800 722 476) – this hotline enables students to report concerns
relating to racism or religious discrimination
• Reach Out
• Headspace
• Kids Helpline (call 1800 55 1800)
• Victorian Aboriginal Education Association (VAEAI)

Complaints and concerns process for parents, carers and community members
Preparation for raising a concern or complaint

North Melbourne Primary School encourages parents, carers or members of the community who
may wish to submit a complaint to:
• carefully consider the issues you would like to discuss
• remember you may not have all the facts relating to the issues that you want to raise
• think about how the matter could be resolved
• be informed by checking the policies and guidelines set by the Department and North
Melbourne Primary School
Support person
You are welcome to have a support person to assist you in raising a complaint or concern with our
school. Please advise us if you wish to have a support person to assist you, and provide their name,
contact details, and their relationship to you.
Raising a Concern
North Melbourne Primary School is always happy to discuss with parents/carers and community
members any concerns that they may have. Concerns in the first instance should be directed to your
child’s teacher. Where possible, school staff will work with you to ensure that your concerns are
appropriately addressed.
Making a complaint
Where concerns cannot be resolved in this way, parents or community members may wish to make
a formal complaint to the Principal or Assistant Principal, noting that formal complaints should be
directed to a member of the school’s leadership team.
If you believe you should make a formal complaint, in most cases, depending on the nature of the
complaint raised, our school will first seek to understand the issues and will then convene a
resolution meeting with the aim of resolving the complaint together. The following process will

  1. Complaint received: Please either email, telephone or arrange a meeting through the front
    office with the relevant Assistant Principal or Principal, to outline your complaint so that we
    can fully understand what the issues are. We can discuss your complaint in a way that is
    convenient for you, whether in writing, in person or over the phone.
  2. Information gathering: Depending on the issues raised in the complaint, the Principal,
    Assistant Principal or nominee may need to gather further information to properly
    understand the situation. This process may also involve speaking to others to obtain details
    about the situation or the concerns raised.
  3. Response: Where possible, a resolution meeting will be arranged with the Assistant
    Principal/Principal to discuss the complaint with the objective of reaching a resolution
    satisfactory to all parties. If after the resolution meeting we are unable to resolve
    the complaint together, we will work with you to produce a written summary of the
    complaint in the event you would like to take further action about it. In some circumstances,
    the Principal may determine that a resolution meeting would not be appropriate. In this
    situation, a response to the complaint will be provided in writing.
  4. Timelines: North Melbourne Primary School will acknowledge receipt of your complaint as
    soon as possible (usually within two school days) and will seek to resolve complaints in a
    timely manner. Depending on the complexity of the complaint, North Melbourne Primary
    School may need some time to gather enough information to fully understand the
    circumstances of your complaint. We will endeavour to complete any necessary information
    gathering and hold a resolution meeting where appropriate within 10 working days of the
    concerns being raised. In situations where further time is required, North Melbourne Primary
    School will consult with you and discuss any interim solutions to the dispute that can be put
    in place.
    Please note that unreasonable conduct (e.g. vexatious complaints) may need to be managed
    differently to the procedures in this policy.

  5. Resolution
    Where appropriate, North Melbourne Primary School may seek to resolve a complaint by:
    • an apology or expression of regret
    • a change of decision
    • a change of policy, procedure or practice
    • offering the opportunity for student counselling or other support
    • other actions consistent with school values that are intended to support the student, parent
    and school relationship, engagement, and participation in the school community.
    In some circumstances, North Melbourne Primary School may also ask you to attend a meeting with
    an independent third party or participate in a mediation with an accredited mediator to assist in the
    resolution of the dispute.
    If you are not satisfied that your complaint has been resolved by the school, or if your complaint is
    about the Principal and you do not want to raise it directly with them, then the complaint should be
    referred to the South Western Region by contacting:
    North Melbourne Primary School may also refer a complaint to the South Western Region if we
    believe that we have done all we can to address the complaint.
    For more information about the Department’s parent complaints process, including the role of the
    Regional Office, please see: Raise a complaint or concern about your school.

    Record keeping and other requirements
    To meet Department and legal requirements, our school must keep written records of:
    • Serious, substantial or unusual complaints
    • Complaints relating to the Child Information Sharing Scheme and Family Violence
    Information Sharing Scheme, to meet regulatory requirements – refer to Child and Family
    Violence Information Sharing Schemes for further information
    Our school also follows Department policy to ensure that record-keeping, reporting, privacy and
    employment law obligations are met when responding to complaints or concerns.

This policy will be communicated to our school community in the following ways
• Available publicly on school website
• Included in staff induction processes
• Included in our staff handbook/manual
• Hard copy available from school administration upon request

The Department’s Policy and Advisory Library (PAL):
• Complaints – Parents
The Department’s parents’ website:
• Raise a complaint or concern about your school
• Report racism or religious discrimination in schools

Policy last reviewed June 2022
Consultation Consultation occurred with School Council on 16th June 2022
Approved by Principal
Next scheduled review
June 2024