The purpose of this policy is to:
This policy relates to complaints brought by parents, carers, students 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 Department of Education and Training process where there are different mechanisms in place to review certain decisions, for example, expulsion appeals.
Chum Creek 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:
Chum Creek Primary School encourages parents, carers or members of the community who may wish to submit a complaint to:
Chum Creek 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 the class teacher. Where possible, school staff will work with you to ensure that your concerns are appropriately addressed.
Where concerns cannot be resolved in this way, parents or community members may wish to make a formal complaint to the Principal.
If you would like to 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 apply:
Where appropriate, Chum Creek Primary School may seek to resolve a complaint by:
In some circumstances, Chum Creek 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 North Eastern Victoria Region by contacting email@example.com
Chum Creek Primary School may also refer a complaint to North Eastern Victorian Region if we believe that we have done all we can to address the complaint.
For more information about the Department’s Parent Complaints policy, including the role of the Regional Office, please see: Parent Complaints policy.
This policy was last updated in June 2021 and is scheduled for review in June 2025.