Child Safe Standard 7: Processes for Complaints and Concerns are Child-Focused
At our school, the safety, wellbeing and voice of every child is at the centre of what we do. Child Safe Standard 7 (Processes for complaints and concerns are child-focused) ensures that children, young people and their families know how to raise concerns and feel confident that those concerns will be listened to, taken seriously and responded to appropriately.
In Victoria, schools are required to have complaints processes that are child-focused, accessible and culturally safe, with complaints and concerns responded to promptly and thoroughly. Importantly, these processes must focus on the safety and wellbeing needs of students.
Your voice matters
We encourage parents and carers to advocate for their children. If your child has experienced something that concerns you, if you believe their wellbeing or safety may be affected, or if you feel something needs to be addressed, please speak up.
Advocating for your child is an important part of a strong partnership between families and schools. Sharing concerns early can help us understand what is happening for your child, identify appropriate support and work together to resolve issues before they escalate.
We also encourage parents and carers to involve their child, where appropriate, in conversations about their concerns. Children and young people should be supported to have their voices heard and to understand that their views and experiences matter. Child-focused complaint processes are designed to empower students to speak with a trusted adult when something makes them feel uncomfortable or unsafe.
Advocating respectfully
We understand that when something has happened involving your child, emotions can be strong. It is completely appropriate to ask questions, seek clarification and advocate strongly for your child. At the same time, we ask that all communication with staff remains respectful, calm and constructive.
Our school is committed to providing a safe and respectful environment for students, families and staff. This means that when raising a concern, parents and carers are expected to follow the Parent Code of Conduct, including communicating respectfully and allowing staff the opportunity to investigate and respond appropriately.
Respectful advocacy does not mean that you cannot disagree with a decision. Families are encouraged to raise concerns, ask questions and seek further information when they are not satisfied. However, concerns need to be raised through the appropriate channels and in a manner that maintains the dignity and safety of everyone involved.
A helpful approach is to:
- Explain clearly what has happened and what you are concerned about.
- Focus on your child's safety, wellbeing and needs.
- Ask questions and provide relevant information.
- Allow the school time to investigate and respond.
- Respect the privacy of other students and families.
- Communicate with staff respectfully, even when you disagree.
- Follow the school's complaints process if your concern has not been resolved.
How we respond to concerns
When a complaint or concern is raised, our priority is to understand what has happened and consider the impact on the child or young person. Complaints are taken seriously, with processes in place to respond appropriately, manage risks and meet relevant privacy, reporting and child safety obligations.
We recognise that making a complaint can sometimes feel difficult. Our aim is to ensure that families feel comfortable raising concerns and that children know they can speak to a trusted adult when they feel unsafe, uncomfortable or worried.
Find out more
We encourage all parents and carers to familiarise themselves with our policies and the processes for raising a concern.
By working together respectfully, listening to one another and keeping the safety and wellbeing of children at the centre of every conversation, we can continue to build a school community where every child feels safe, heard, valued and supported.