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Child Safety Incident Reporting

The Child Safe Standards require organisations providing services for children to have processes in place to respond to and report complaints that are related to the wellbeing and/or safety of children in our facilities and services.

The reporting form is to be used to formalise all the Child Safe Areas Types of conduct within the Professional Standards Framework.

Notification of any disclosure/allegation will be made through the Principal and the Leadership Team. All staff members (including non-teaching staff and temporary or casual staff), all volunteers, all contractors, all external education providers, teaching students or other visitors and other adults that may be present on school grounds or at school events.

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Disclaimer: Your privacy is our priority. All information shared is handled confidentially, with sensitive details disclosed only to authorized personnel as needed. Data is securely stored and used solely to resolve complaints and improve services.

Complaints Handling Policy

 

Table of Contents

  1. Scope
  2. Definitions
  3. Introduction
  4. Guiding Principles
  5. Complaint Management System
  6. Accountability and Learning

1. Scope

This guideline applies to all staff receiving or managing complaints from parents, staff, or the wider community regarding the organisation, its services, or how complaints are handled.

Separate processes may apply for child protection matters, employment grievances, or issues related to regulatory compliance.

2. Definitions

Term Definition
Complaint An expression of dissatisfaction made about the organisation or complaint handling processes, where a response or resolution is expected or legally required.
Organisation The educational or service provider governed by this policy.
Director The Executive Leader or Delegate overseeing the organisation’s operations.

3. Introduction

3.1 Purpose

To ensure complaints are handled fairly, efficiently, and effectively, and to use complaint data for continuous improvement in services, processes, and systems.

3.2 Commitment

3.2.1 Director:
Promotes a culture that values complaints, supports key complaint staff, and uses complaint data to drive system improvement.

3.2.2 Principal / Site Manager:
Responsible for implementing complaint processes, reporting issues, and actioning improvements.

3.2.3 Staff:
Expected to treat complainants respectfully, follow the complaints process, support access to information, resolve matters promptly, and contribute to systemic improvements.

4. Guiding Principles

4.1 Facilitating Complaints

  • People Focus: Feedback and complaints are welcomed and will be addressed in a timely manner.
  • No Detriment: Complainants will not be penalised for raising concerns.
  • Anonymous Complaints: Accepted and investigated where sufficient information is provided.
  • Visibility: Information on how to complain will be publicised.
  • Accessibility: Processes are inclusive and support diverse needs.

4.2 Responding to Complaints

  • Early Resolution: Aim to resolve at the first point of contact.
  • Responsiveness: Prioritise based on urgency, inform complainants of timeframes and progress.
  • Objectivity & Fairness: Address each complaint impartially, manage conflicts of interest.
  • Confidentiality: Protect personal information per privacy law.

4.3 Managing Parties

  • Staff Empowerment: Staff are trained and authorised to resolve issues.
  • Unreasonable Conduct: Inappropriate complainant behaviour will be managed respectfully and effectively.

5. Complaint Management System

5.1 Complaint Stages

  1. Receipt
  2. Acknowledgement
  3. Assessment
  4. Decision and Explanation
  5. Closure and Review

5.2 Receipt of Complaints

Record includes contact details, complaint details, outcome sought, relevant parties, and any support needs.

5.3 Acknowledgement

Complaints are acknowledged within 24 hours. Updates or resolutions are provided within 10 working days.

5.4 Assessment

Complaints are assessed based on:

  • Severity and complexity
  • Health/safety implications
  • Impact and potential to escalate

5.4.1 Addressing

Can include:

  • Direct resolution with complainant
  • Enquiry with relevant party
  • Formal investigation

5.5 Explaining Decisions

Communicate:

  • Outcome and actions taken
  • Rationale behind decisions
  • Any remedies offered

5.6 Closing, Recording & Review

Document:

  • Steps taken
  • Final outcomes
  • Follow-up actions

5.7 Levels of Handling

  1. Frontline resolution by school/site staff
  2. Escalation to organisational leadership
  3. Final review by Board or external reviewer if unresolved

6. Accountability and Learning

6.1 Analysis & Evaluation

Track and report:

  • Complaint volumes and trends
  • Outcomes and system-wide issues
  • Requests for internal or external review

6.2 Monitoring the System

The complaints system is regularly reviewed to ensure effectiveness and relevance.

6.3 Continuous Improvement

The organisation commits to:

  • Supporting complaint resolution
  • Implementing best practice
  • Acting on lessons learned
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