Complaints - Making a complaint
If you want to make a complaint about a school or provider, you should:
- Make the complaint to the school or provider first. The VRQA requires all the providers it registers to have a process for handling complaints and appeals.
- If the complaint has not been resolved using the provider’s complaints process, you can then make the complaint to the VRQA.
- If you are unhappy with the VRQA’s handling of your complaint, you can than make your complaint to an external complaints agency.
How do I make a complaint to a school or provider?
To make a complaint to a school or provider, ask to see a copy of the complaints and appeals process and follow the steps outlined in the process.
You may also find it helpful to:
- identify the exact issues you are complaining about, including what you would like to happen as a result of making the complaint. You may find it helpful to make notes
- arrange a meeting with a senior person in the organisation, such as a school principal or head of department
- keep records of any discussions you have with the provider and any advice you are given
- keep any documents relevant to your complaint, such as emails and correspondence between you and the provider
- put the complaint in writing. The provider may have a complaint form or other template for you to use to make a formal written complaint
- ask the provider to respond to you in writing, giving them a reasonable deadline for them to reply.
Next: How to make a complaint about a provider to the VRQA
Further: How the VRQA handles complaints