Make a complaint about a school

If you have concerns, it's important to let your school know so they can work with you to solve any problems.

Before you approach your child's school, you should:

• be clear about the issues you want to discuss
• focus on the facts and the things that affect your child
• remember you may not have all the facts yet
• think about how the matter could be resolved
• check school policies
• be realistic about what the school can do to resolve your complaint.

When making a complaint, you should:

• be clear about the problem and the outcome you want
• provide all relevant information when making a complaint
• advise any changes impacting your complaint
• understand that if a complaint is complicated, it can take time to assess and resolve
• be respectful - unreasonable conduct will not be tolerated.

When working through a complaint, everyone must:

• listen to each other's views
• work towards a solution
• understand that some concerns are more complicated than others
• be cooperative, respectful and kind
• respect people's privacy and keep things confidential.

You should always talk to your school first. They can solve most problems and your issue may be easily resolved.

Depending on your concern, you might make your complaint to one of the following:

• your child's teacher
• principal
• representative body such as a school council.

To contact your child’s school, use the Education Directory. You will find contact details of government, non-government schools, or training centres.

Vocational education and training

If you have a complaint about vocational education and training in schools, email the Department of Education at vetis.det@education.nt.gov.au

You can also make a complaint to the Australian Skills Quality Authority. For more information, go to the Australian Skills Quality Authority website.

The school will aim to resolve your complaint as quickly as possible. They will take into account the complexity and timing of your complaint.

Complaints that need some review may take longer to resolve. Therefore, your complaint may not be resolved when you make initial contact.

Once your complaint has been resolved, you will be contacted and informed of the following:

• outcome of your complaint
• any recommendations
• any further options available to you.

For privacy reasons, information about other people involved in your complaint can not be shared.

It might not always be possible to resolve your complaint to your complete satisfaction.

Schools can only resolve complaints in ways that are in line with values, policies and the law.

If you're not satisfied, you can escalate your complaint below.

Government schools

If you are unhappy with the outcome of your complaint or how it was handled, call or email the school's regional office. You can also email schoolops@education.nt.gov.au.

If you are still not happy with the result, contact the Ombudsman Northern Territory (NT). For more information, go to the Ombudsman NT website.

Non-government schools

If your complaint is not resolved after talking to the school, you can contact the relevant peak body:

• independent non-government schools, go to the Association of Independent Schools NT website
• Catholic schools, go to the Catholic Education NT website
• Christian schools, go to the NT Christian Schools website
• Lutheran schools, go to the Lutheran Education SA, NT and WA website.

If that's not successful, you can report it to the registrar of non-government schools by emailing registrarngs.doe@education.nt.gov.au.

They will only review your complaint if the school has breached the registration standards.