Initial Assessment and Addressing of Complaints

Initial assessment

After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the complaint is/are within our control. We will also consider the outcome/s sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed.

When determining how a complaint will be managed, we will consider:

• How serious, complicated or urgent the complaint is
• Whether the complaint raises concerns about people’s health and safety
• How the person making the complaint, or their child is being affected
• The risks involved if resolution of the complaint is delayed, and
• Whether a resolution requires the involvement of other organisations such as a local school or the Department of Education

Addressing complaints

After assessing the complaint, we will consider how to manage it. To manage a complaint, we may:

• Give the person making a complaint information or an explanation
• Gather information from the person or the school that the complaint is about, or
• Investigate the claims made in the complaint

We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.