Background The Policy Advice for Schools The Guides and Other Resources

1. Addressing parents’ concerns and complaintseffectively: policy and guides Background The Policy Advice for Schools The Guides and Other Resources

2. Background • Community expectations that all public sector agencies, including all levels of the Department of Education and Early Childhood Development, have visible, accessible and effective complaints handling procedures. • A draft report, prepared by Ombudsman Victoria, identified areas where the Department did not meet, or partially met essential elements of the Australian Standards for Complaints Handling.

3. Section A: About the Policy and Guides Section B: Concerns and Complaints Policy Section C: Advice for Schools when Developing Concerns and Complaints Policy and Procedures Section D: Guides Addressing parents’ concerns and complaints effectively: policy and guides

4. The Policy Section A: About the Policy and Guides Aim For the Department to confidently address parent concerns and complaints promptly, consistently and fairly. About parents’ concerns and complaints Generally parent concerns and complaints are school based and relate to their child’s progress or to a particular incident. Applicability This policy is to be used specifically for parent concerns and complaints and does not replace procedures for serious misconduct or unsatisfactory performance. Policy framework Parent concerns and complaints are addressed within the legislative and regulatory framework, the Department's Dignity and Respect Statement and the codes of conduct for Victorian teachers and public sector employees.

5. The Policy (continued) Section B: Concerns and complaints policy Expectations All schools will have a policy and procedures to address parent concerns and complaints. All parties will: • act in good faith and in a calm and courteous manner, maintaining confidentiality • work towards a mutually acceptable outcome • recognise the rights and responsibilities of all involved.

6. The Policy (continued) Section B: Concerns and complaints policy Anonymous complaints The Department requires all complaints to be investigated to establish whether the complaint has substance. Unreasonable complaint conduct Behavior that is significantly outside the expectations of confidentiality, cooperation, courtesy and respect, is vexatious or orientated towards conflict is considered to be unreasonable conduct. Unreasonable complainant conduct should be managed by developing a plan to address the complaint and the complainant’s interaction with the school or regional office. The complainant should be notified of the plan and all officers involved in the process should adhere to the plan.

7. The Policy (continued) Section B: Concerns and complaints policy Communication Information about how to make a complaint should be readily available to the school community. It should be provided in a variety of formats that are accessible to everyone, so that no one is disadvantaged. Recording A system to record and monitor complaints and their resolution should be maintained. Reporting Information should be included in reporting procedures to school council that give an indication of the complaints received by the school. Review The school council should review its parents’ complaints policy and procedures as part of its cyclic review schedule.

8. Advice for School Section C: Advice for schools when developing concerns and complaints policy and procedures The Department requires all schools to develop and implement a policy and procedures to effectively address parents’ concerns and complaints. Development of policy and procedures should be completed in consultation with the school community. Section C provides a policy outline which includes suggested text under a number of headings. When developing policy and procedures schools can access an electronic template which mirrors the advice provided in Section C.

9. Guides and Other Resources Section D: Guides This section contains fourteen guides that provide practical advice about issues to be considered when addressing parents’ concerns and complaints The Guide includes: Building positive relationships Moving beyond stalemate Dealing with a complaint Encouraging fair play in negotiations Improving your listening skills Managing aggressive reactions Saying ‘yes’ and ‘no’ with confidence Being calm in a high-stress situation Understanding the blame cycle Responding to strong emotions Managing a request for an apology Managing confrontation Managing your anger Managing unreasonable complainant conduct

10. The Guides and Other Resources • Other Resources • Department website: www.education.vic.gov.au/about/contact/parentcomplaint • Resources available on the website include: • A brochure providing information for parents about how to raise a concern or make a complaint. The brochure is translated into twenty-five community languages • A template for developing school policy • A complaint lodgment form – available in word and PDF versions • A poster for use on parent information boards • Ombudsman Victoria website: www.ombudsman.vic.gov.au • Resources available on the website include: • Information about complaint handing workshops • A complaint handling guide for the Victorian Public Sector and advice on dealing with unreasonable complainants.

11. Addressing parents’ concerns and complaints effectively: policy and guides For more information contact: Community and Stakeholder Relations Branch Group Coordination Division on 9637 2442 or community.stakeholders@edumail.vic.gov.au