Provides framework for complaints management process for Education Queensland schools, districts, regions and central office units.
Statement of intent
Feedback, both positive and negative, is essential in order to provide quality education services that meet community needs. Therefore complaints will be responded to as a matter of priority and will be used as a mechanism for improving services to students and parents/carers. Complaints procedures will be available to all students, parents and members of the public.
Complaints Management applies to complaints about schools and related services provided to students through schools. For complaints relating to alleged staff official misconduct or criminal activity the complainant may refer their complaint to either:
Complaints Management does not apply to complaints made by employees concerning other employees. (See Grievance Resolution Directive 04/03 
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Parties should attempt to resolve complaints at the point where the problem or issue arose.
If a complaint is made about a person, that person has the right to know the details of the complaint and be given the opportunity to make a statement of reply.
All people involved in the complaint process have the right to be supported by an appropriate third party.
The complaint management process will be unbiased, objective and impartial.
Education Queensland will handle all complaints fairly and with due regard to the rights of employees of the department who are the subject of complaints.
Education Queensland's complaints management process will be implemented in a flexible way that is culturally appropriate and responsive to any special needs of all people involved.
Personal information collected as part of the complaints process will not be released publicly.
Anonymous complaints will be accepted. There are generally two types of anonymous complaints:
In either case, complainants are to be informed where possible, that refusal to supply certain relevant information may be a significant barrier to either the ability to adequately investigate or resolve a complaint.
Processes for managing complaints comply with the Australian Standard for Customer Satisfaction - Guidelines for Complaints Handling in Organizations.
The Principal, Executive Director (Schools), Director Workforce Standards and Performance and Assistant and Deputy Directors-General have the delegated power to determine whether a complaint is frivolous or vexatious.
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