Enquiry and Complaint Behaviour Expectations

You can make a complaint or an enquiry about a service, decision or action of Tasmanian Government Schools or Child and Family Learning Centres (CFLCs). It is important to know:

  • Making a complaint or an enquiry will not disadvantage a parent, carer or student.
  • A person making an enquiry or complaint has the right to be heard. They will be treated with fairness, courtesy and respect.

Staff, students, parents, and carers should act in line with the Respectful School Visitor and Volunteer Procedure.

Managing complaints and enquiries

We aim to:

  • Answer complaints and enquiries in an accountable, transparent, quick and fair way.
  • Make the complaint or enquiry process easy to access, efficient and effective.
  • Be courteous and treat those involved with respect and dignity.

Making a complaint or an enquiry

There are responsibilities when making a complaint or an enquiry. When you make a complaint or an enquiry you should:

  • Focus on the learner’s education.
  • Cooperate with the process.
  • Be respectful, reasonable and act in good faith at all times.

Unreasonable behaviour

Unreasonable behaviour will not be tolerated in any situation.

It can lead to serious health, safety, resource, or equity issues for:

  • the Department or Education or its staff
  • other people needing services
  • the person making the complaint.

Examples of unreasonable behaviour include:

  • aggression, abuse or threats
  • constant contact by phone, email, or other methods
  • demanding impossible results
  • being unhelpful or blocking the process
  • claims that can’t be justified.

Positive behaviour helps all involved work together to resolve a complaint or enquiry. This benefits the learner and their education.