Our commitments to complaint handling

We value your feedback

We are constantly improving the way we work, so let us know if you have any suggestions.

We'd also like to know if you think we're doing something well. It helps us to make sure we continue to do great things in public education and training. We'll make sure your message is passed on.

What can a complaint be about?

You can make a complaint about:

  • any aspect of the services we provide
  • any decision, including those about enrolment
  • any practice, policy or procedure
  • staff behaviour or conduct.

Making a complaint

We will support people who need assistance to make a complaint. All complaints will be handled fairly, objectively and promptly, and at the local level where possible.

We encourage you to raise your complaint directly with the school or service. You can do this in person, by email, over the telephone or by letter if you prefer.

You can also use our online complaints and compliments form. We will pass your feedback on to the right place for action.

  • For complaints, compliments and suggestions about schools, visit our guide for parents and carers.
  • To make a complaint about a school principal or about a broader function of the department, you can use the online form or contact the Director Educational Leadership responsible for the school.
  • For complaints, compliments or suggestions about a service provided by one of the administrative directorates or workplaces, contact that service area and ask to speak to a manager.
  • If your complaint is about early childhood education or outside school hours care services, first contact the provider. To obtain contact details, see the Early Childhood Education and Care Finder. If it is a more serious complaint, or if you have been unable to resolve the issue with the service or provider, you can contact the NSW Regulatory Authority directly by calling 1800 619 113.
  • Department of Education employees should refer to our Staff Complaints Procedure (PDF 2.67MB) for information about the process to follow when making and managing work-related complaints (staff only).
  • Issues relating to the services that EdConnect provide, including complaints and feedback about EdConnect, should be directed to EdConnect (staff only).
  • Our complaints handling policy and associated procedures provide more information about the complaint process.
  • Read the School Community Charter to ensure you understand how important it is to create a positive learning environment for our students.

Our commitment to you

We will deal with your issue thoroughly and fairly.

Privacy

In accordance with the relevant legislation, personal information about the person making the complaint will not be disclosed to any third party without their consent, except where required or authorised by law.

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