This policy is current as at 30/04/2017 06:47pm, AEST. Please refer to policy library website (https://education.nsw.gov.au/policy-library) for an updated version.
This policy details how the department assesses, resolves and follows up complaints in order to improve its delivery of education programs and services.
Complaint handling in the Department of Education is fair, efficient and accessible. The department has a respectful and productive workplace culture where consumers, members of the community, and staff can raise their concerns directly.
A complaint in the Department of Education can be:
Wherever possible, staff should attempt to directly resolve an issue or complaint raised by a member of the school community, a consumer, or other person by providing feedback or relevant information.
Staff should also attempt to resolve issues and concerns with other staff, face to face.
If a complaint cannot be resolved directly or face to face, it should be referred to the principal or immediate workplace manager. If the complaint is about the principal or workplace manager, it should be referred to their supervisor.
Any formal complaint by a staff member about another staff member should be made in writing (using the staff complaint form linked to the staff complaint procedure).
All staff involved in a complaint must keep information confidential and only discuss the issues raised by the complaint on a ‘need to know’ basis. Staff who raise a complaint must not be subjected to reprisal action.
The principal or workplace manager will appoint a ‘complaint manager’ to manage the complaint process (including managing it themselves unless the complaint is about them).
The complaint manager should gather information, assess the issues raised by the complaint and consider reasonable outcomes.
Some complaints are not dealt with by the Department.
Where there is a risk of significant harm to a student, the matter must be referred to the Child Protection Helpline as advised by the Mandatory Reporter Guide.
Allegations of criminal conduct must be referred to NSW Police.
A number of other complaints must be referred to particular specialist areas of the Department as specified in the School Community and Consumer Complaint Procedure and the Staff Complaints Procedure.
If a complaint is made anonymously, the person who receives the complaint should, wherever possible, consider the issues raised and respond appropriately.
Complaints should be finalised within 20 working days and all parties will be kept informed of the progress of the complaint, the reasons for any decisions and the outcomes that will be implemented.
A complainant can request a review of a complaint outcome, which should be done within 10 working days from the decision, and will be carried out by an independent person and a person of equivalent or more senior level within the department who has not previously managed the complaint.
This policy applies to all departmental staff including school and corporate staff.
The Department of Education is committed to strengthening the way it handles and resolves complaints.
The current approach detailed by this policy and implementation documents is the result of extensive consultation with key stakeholders, and is consistent with broader policy reforms on complaint management.
The Executive Director, Employee Performance and Conduct is responsible for monitoring the implementation of this policy and reviewing its effectiveness, every three years, or sooner if necessary.
Jane Thorpe, Executive Director, Employee Performance and Conduct
T: 9266 8070
25th January 2017
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