Introduction

The best education happens when families and schools work together. The Department of Education aims to work in partnership with parents, carers, students and families to create positive learning environments.

There will be times when you want to ask a question, raise an issue or make a complaint about our schools. We encourage you to raise any concerns with us early, so that prompt action can be taken. If you aren't satisfied with our response, you can make a complaint.

The complaints process can be time-consuming and emotionally demanding for everyone. We commit to treating you fairly and respectfully during this process. It helps us to understand your concerns and take action if you provide the information we need clearly and promptly. Here are some helpful tips on what to consider and the steps you can take when making a complaint.

Be clear

When contacting the Department of Education it is useful to be brief and focus on the facts relevant to your issue. Although you may feel strongly about the issue, it helps to communicate reasonably, rather than emotionally.

Be polite

When you speak to the person handling your issue with respect, they are more likely to respond respectfully. Avoid sarcasm as it can make your complaint appear less clear. Using rude or abusive language may lead to the complaint manager terminating the conversation. Even though you may be angry, speaking with a harsh tone can distract from the message you are trying to convey.

Be honest

The person handling your issue will often make further inquiries to the appropriate people. It's always best to tell the truth and stick to the facts. If you can support your information with records, it helps improve your credibility.

Be realistic

Think about what you would like to have happen and whether the school can reasonably do what you are asking. As schools can be busy places, it might take some time for things to happen - be realistic about your expectations and the timeframe for schools to respond.

Be informed

It can be useful to read Making a complaint about NSW public schools - guide for parents & carers and other information on the NSW Department of Education's website. If there is something you don't understand, ask questions.

Be cooperative

Help the person handling the issue by providing all the information necessary early on. If you have new information, keep them updated. If you do not wish to continue the matter, let them know.

We encourage you to approach teachers early, but keep in mind that teachers are often dealing with many issues at once. At first, they may only have time to talk briefly. In this case, you can arrange a time to speak with the teacher later.

More information is available on our website:

• A video providing information about how to contact us and what to expect
• Making a complaint about NSW public schools - guide for parents & carers: This gives more information about how to make a complaint, what to expect, and what we expect of complainants.
• The Department's quick reference guide about making a complaint about our schools.
• The Department's widget allows you to provide details of your question, complaint, feedback or compliment quickly and easily. It can be found on the right side of the complaints, compliments and suggestions page.

This material has been adapted from the NSW Ombudsman smart complaining fact sheet 2018.

What does the department expect of people making complaints?

People raising complaints have a responsibility to:

• Treat others with respect to foster a trustworthy environment and behave in ways that are ethical and lawful.
• Raise concerns directly with the decision-maker, principal, or manager as soon as possible after the event or situation occurs. Concerns about events that happened more than 12 months ago, or are too outdated for meaningful resolution, may not be addressed.
• Provide information that is clear, concise, and relevant, avoiding unrelated or unnecessary details.
• Focus on the relevant facts.
• Cooperate in resolving concerns and actively participate in the complaint-handling process.
• Respond promptly and respectfully when a complaint manager or reviewer requests additional information.
• Maintain confidentiality and share information only with those who need to know.
• Be familiar with and follow the principles of the School Community Charter.
• Seek further information or support if needed.
• Ask for help when necessary.

People in the community have a right to:

• Access information about how to raise concerns and how they will be addressed.
• Be heard and have their concerns genuinely considered.
• Have enough time to arrange for a suitable support person to attend scheduled meetings, ensuring their psychological and cultural safety.
• Seek advice or assistance from another person or organisation to help address their concerns.
• Be informed about whether action will be taken in response to their complaint.
• Receive regular and appropriate updates throughout the complaint process.
• Experience a fair complaint process with impartial decision-making.
• Make a complaint without facing any negative consequences or retaliation.

Read the School Community Charter to ensure you understand how important it is to create a positive learning environment for our students.