Complaints and Grievances Management Policy

This Policy applies to all primary and secondary Catholic schools managed and operated by DOSCEL in the State of Victoria (Schools). This Policy also applies to the DOSCEL Secretariat.

DOSCEL recognises that it is in the best interests of students for there to be a trusting and cooperative relationship between parent(s), guardian(s), carers(s) and school. Complaints are an important way for the school community to provide information and feedback to a school. DOSCEL considers that every complaint provides a valuable opportunity for reflection and learning.

DOSCEL recognises a parent(s), guardian(s), and/or carer(s) right to make a complaint and its responsibility to provide a framework within which efforts can be made to resolve complaints.

It is DOSCEL’s belief that parent(s), guardian(s) and/or carer(s) complaints are best handled at the school level in an environment where individuals feel able to speak up about issues concerning the education of their children.

An effective complaint-handling system has a clear process for resolving complaints, treats people fairly, is timely and provides those people involved in a complaint with a fair opportunity to respond to issues and to present their views.

While DOSCEL is the regulatory body, all Schools are empowered in the first instance to manage grievances and complaints at the school level. The DOSCEL Secretariat can provide support services and legal advice (where required) to school communities in managing complaints.