Complaints of racism
Any student, parent, community or staff member who has experienced racism at school may make a complaint. Complaints of racism are dealt with using the department’s Complaints Handling Policy in conjunction with the Anti-Racism Policy.
How do I make a complaint?
Complaints about racism can be made to any member of staff, but are best supported by the Anti-Racism Contact Officer (ARCO) who is trained in the complaints process.
Complaints of racism can be resolved formally or informally. An informal resolution may be sought depending on the complaint’s seriousness. If this is not possible the ARCO can support the complainant to put the complaint in writing if necessary.
Formal complaints of racism are managed by the complaints manager who is usually the principal or an executive member of staff nominated by the principal. When a formal complaint has been made, the complaints manager conducts a formal investigation—using either the School Community and Consumer Complaint Procedure or the Staff Complaint Procedure—and consults with the ARCO to reach a satisfactory resolution.
Sometimes, the complaint process needs to be adjusted to the individual needs of families and communities. Engaging with Aboriginal Families – resolving complaints in schools is a guide that provides practical tips for schools to use at every stage of the process when managing complaints from Aboriginal families.
The process for making a complaint about racism varies depending on the nature of the complaint and who is involved:
| Who is making the complaint? | Who is the complaint about? | Who is the complaint reported to? | What happens after the complaint is made? |
|---|---|---|---|
Student |
Another student or students |
Teacher or ARCO |
The teacher or ARCO will work with the students to resolve the matter. The complaint and resolution will be documented and if necessary, parents will be informed. |
Student |
Staff |
ARCO, principal or staff member's supervisor |
The ARCO assists the student by explaining the complaints handling process and supports the student in the process. The process requires the student to make the complaint to the staff member’s supervisor who will manage the complaint. |
Student |
Parent or Community member |
ARCO or principal |
The ARCO assists by explaining the complaints handling process and supports the student in the process. The process requires the student to make the complaint to the principal who will manage the complaint. |
Parent or community member |
Staff |
ARCO or principal |
The ARCO will explain the complaints handling process and support the complainant to make the complaint to the principal. The principal will manage the resolution of the complaint. |
Parent or community member |
Student |
ARCO, teacher or principal |
The ARCO will explain the complaints handling process and support the complainant in making the complaint to the principal. The principal will manage the resolution of the complaint. |
| Staff | Student | Staff member's supervisor | The staff member’s supervisor manages the complaint by following behaviour support policy and procedures. |
| Staff | Staff | ARCO, staff member’s supervisor, principal | The ARCO assists the staff member by explaining the complaints handling process and supports the staff member in the process. This includes acting as a support person if required. |
| Staff | Parent or Community member | Principal or ARCO | The principal manages the complaint using the Staff Complaints procedure. The ARCO provides support for the staff member. |
What if I am unhappy with the result?
If you are unhappy with how your complaint has been handled, or you think the process was unfair, you may ask for a review of your complaint.
More information is in the Complaints Handling Policy. If you are unsure who to contact, you can use the online complaint form to lodge a complaint.
How does the ARCO help?
The ARCO facilitates the handling of complaints by:
- providing advice on the complaints handling process to students, staff and community members
- managing complaints of racism made by students against other students in accordance with the Behaviour Code for Students and the school’s discipline and wellbeing procedures
- providing impartial support to staff, students and community members who wish to make a complaint of racism, in cases where the complaint involves staff or a community member
- assisting the complainant during the complaints handling process
- providing advice related to the impact of racism to the principal and/or nominated complaints manager.