Complaints

Schools must have a policy and procedure for managing complaints. This is the complaints policy of CSNSW.

The requirements for registration include that schools provide a safe and supportive environment for their students.

Schools must have and implement a policy and procedure for managing complaints from students and/or parents. It should include:

  • how to raise a concern
  • how the school responds to concerns.

 The school must make the complaints policy publicly available.

External complaints handling policy and procedures

We have a document that sets out how we manage complaints: External Complaints Handling Policy and Procedures.

If a complainant pursuing a matter with a member school or school proprietor does not resolve the complaint, they may direct their complaint to us.

Process for complaints

Complaints must be made in writing and include details of:

  • the name, address and contact details of the individual(s) or organisation making the complaint 
  • the individual(s) or organisation against whom the complaint is being made
  • the issue or matter to which the complaint relates
  • evidence that options for pursuing the complaint at the school have been pursued without resolution, or an outline of the compelling reason(s) why this would not be appropriate
  • any evidentiary material to substantiate the complaint, including copies of correspondence and any other relevant documents
  • an account of any other action already taken in relation to the complaint.

Contacts

You can make a complaint by: