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We recognise that sometimes things go wrong or expectations are not met.
If you have a complaint or feedback, we want to hear from you. It can help us improve services.
If we work together – it’s easier to find a solution.
Everyone involved in a complaint must be courteous and respectful to each other.
You can give feedback or make a complaint anonymously. However, if we are not able to pass on specific names, the response you receive might be general.
Always speak to your school or preschool first.
- If you have a concern, make a time to speak with a leader. A leader at your school or preschool must have a chance to respond to your concern before the department’s Customer Feedback Team can become involved.
A leader can be the school Principal, Deputy Principal or Preschool Director.
If you give them a chance to respond to your concern, it can lead to a quicker solution.
- Think about what will help with your concern.
- See if you need help to make a complaint for other support options or call Customer Feedback on 1800 677 435.
- If you need information in a different language see translations of raising a complaint with the department.
If you feel your matter has not been addressed by a school or preschool leader, you can contact Customer Feedback:
- via the online feedback and complaints form
- give details to a Customer Service Officer on the phone at 1800 677 435.
If you're not sure who to contact, contact the department’s general enquiry line for help:
- phone 1800 088 158
- education.customers [at] sa.gov.au.
If your concern is not about a school or preschool you can:
- submit an online feedback and complaints form
- call the general enquiry line on 1800 677 435
- email education.customers [at] sa.gov.au.
When making a complaint:
- be clear about your issue and what you want to happen
- give complete and honest information
- give more information if asked for it.
You may choose to make a complaint if you believe a school or preschool has:
- done something incorrect
- failed to do something they should have done
- acted unfairly or impolitely.
Your complaint or feedback might be about:
- the type, level or quality of service
- the behaviour and decisions of staff
- a policy, procedure or practice.
If you are unhappy with something that has to be done due to law, we will talk to you about why.
Complaint made in person
If you make a complaint in person, take time to prepare.
Here’s some things to think about:
- Make a time to meet to talk about your concern.
- Know what outcome you want. Think about what will help with your concerns.
- Make a list of the points you want to talk about.
- Before you meet, let the school or preschool know what outcome you want. This gives them time to look into it. This can help get a quicker answer.
- Advise if you want to bring someone with you (a friend or advocate) before you meet.
- Take relevant documents, a pen and paper to the meeting.
- Record who else is involved. For example, who have you already talked to about your concern?
Complaints made in writing
- Sometimes it helps if a complaint is put in writing or email. Especially if it’s complicated.
- It gives you time to describe the points you want to make clearly.
- Usually means you will get a written response that you can refer back to if needed.
- It gives staff time to look into your concern so they can see how they can help.
Complaints made on the phone
If you make a complaint or give feedback on the phone think about:
- what time you call so you won’t be distracted and you’re prepared
- staying calm so you can be clear about your concern
- being as specific as you can and stick to the facts
- sending an email before you call as this can help get a quicker answer.
You might get:
- a reason for actions or decision taken
- a short message early on to let you know your complaint has been received
- a chance to explain your point of view and clear up any confusion or misunderstandings
- told who will manage your complaint, how long it’ll take and next steps
- information about the policy, procedure or guideline that relates to your complaint.
- The concern might be confirmed or you might get information to show why it’s not able to be proven.
- A decision, process or procedure might be changed or you might get more information about why it cannot be. For example, it can be due to policy or law.
- It might be confirmed that the matter was managed properly or could have been handled better.
Remember – the staff member you make a complaint to wants to help you.
We understand you might feel frustrated or upset when you make a complaint. However, this is not an excuse for unreasonable conduct.
If conduct becomes unreasonable there are steps that will be taken to manage this.
The response will depend on how serious the conduct is.
Responses can include:
- limited access to staff and premises
- restricted ways to communicate
- contact from the South Australian Police.
Unreasonable conduct includes:
- constant phone calls, visits, letters and emails after you have a response to a complaint
- threats, harassment, demands, yelling, insults, violence.
Refer to unreasonable customer conduct when making a complaint for more information.
You will not be discriminated against if you make a complaint.
All staff are bound by the Code of Ethics for South Australian Public Sector.
This requires staff to act impartially, fairly and equitably.