Suggestion and complaint procedures
In order to serve you better we have procedures for “Responding to Suggestions, Complaints and Allegations”.
Your suggestions and complaints are valued as they enable staff to address your concerns and improve the quality of our service. We will strive to remedy problems promptly and deal with each matter fairly.
In most cases an appeal process is available if you are unhappy with the outcome.
How you can make a suggestion or complaint
You can make a suggestion or complaint orally or in writing. If made orally it may need to be put in writing later. We can assist you to do that. You can use the form that is available. Its use is optional.
It can be made to the person responsible for the place where the issue arose (e.g. the school principal, TAFE or AMES manager, or state office director).
If the complaint is about any of these people, then it can be made to their supervisor.
Request assistance if you need help.
It is preferable that you give your name and sign your complaint. Anonymous complaints can be acted on only in certain circumstances.
How your suggestion or complaint will be handled
When a suggestion or complaint is received it will be assessed in terms of its nature and seriousness. We will acknowledge it and we can give you an indication of the likely timeframe for dealing with it.
If it is about a policy or process rather than about a person, then the remedy and systems improvement procedure will apply.
If it is about a person, but not about an alleged serious breach of policy or procedure, then the negotiation procedure will apply.
If it is about a person, and it is about an alleged serious breach of policy or procedure, then the investigation procedure will apply.
Please see Tips and advice for effective complaining
and also Making a complaint about our school