The Department of Education Victoria (‘DOEV’) makes sure all students in Victoria can access quality public education. Parents, carers, teachers, students, advocates and community members can raise complaints about issues in public schools. Complaints are handled with the aim of supporting student wellbeing and keeping students engaged in learning.
What types of complaints can you make?
You can complain about:
- Bullying or harassment at school: when a student is being bullied or intimidated and the school does not act.
- Discrimination by staff or students: unfair treatment based on race, religion, disability, gender, or other personal characteristics.
- Student wellbeing or mental health support: when a school does not provide reasonable support for a student’s mental health or wellbeing needs.
- Teaching quality or curriculum delivery: concerns about poor teaching, missed curriculum content, or inadequate learning.
- Educational services: issues with school services like canteens, after-school programs, or uniforms that affect student access or fairness.
- Individual Education Plans (IEPs) or support plans: when a school fails to follow an agreed plan for a student’s learning or behaviour.
- Reasonable adjustments for students with disability: when a student is not given the supports needed to learn equally.
- Student safety or supervision: failure to keep students safe or supervise properly at school or on excursions.
- Student records, privacy, or authorisation: breaches of privacy or errors in who is allowed to collect a student.
- Discipline, suspension, or expulsion: unfair or excessive discipline that does not follow policy.
- School decision-making: unfair or poorly handled decisions about school activities, programs, or opportunities.
- School enrolment or placement: when a student is wrongly refused entry or placed unfairly.
- School fees or payments: when students are treated differently because voluntary fees were not paid.
- School practices, policies, or procedures: when a school is not following DOEV-approved policies or guidance.
- Facilities or accessibility: unsafe, broken, or inaccessible buildings and equipment.
- Staff behaviour or misconduct: unprofessional or inappropriate conduct, including bullying, harassment, or discrimination.
- Sexual misconduct or abuse by staff: any inappropriate or abusive sexual behaviour.
- Inadequate response to a previous complaint: when a complaint has been raised but not properly addressed by the school.
Jurisdiction:
The DOEV can only deal with complaints about Victorian government schools. The school or education service must be based in Victoria.
Time Limits:
Complaints must be made within 12 months of when you first became aware of the issue.
DOEV will not deal with complaints about:
- Private or independent schools.
- Catholic schools.
- Universities, TAFEs, or adult education providers.
- Early childhood services not run by the government.
- Criminal conduct (such as sexual abuse or assault).
- Teacher registration or professional conduct.
- School transport services (like buses or public transport).
- School zoning, building, or infrastructure decisions.
- Family law disputes (custody or parenting orders).
- Alternative education programs not funded by the state.
- Matters already decided by a court, tribunal, or regulator.
- Complaints asking for financial compensation.
- Complaints without a clear problem or rule being broken.
Who can you make a complaint against?
You can make a complaint against:
- Teachers, principals, or other school staff at Victorian public schools.
- Early childhood services regulated by DOEV (public childcare centres).
- After-school care services funded by Victorian public schools.
- Regional or central DOEV staff, including Quality Assessment and Regulation Division (QARD).
Are you eligible to make a complaint?
Who can make a complaint?
Anyone connected to the issue can complain, including:
- Parents or carers.
- Mature minors or adult students.
- Advocates or community members with a genuine concern.
DOEV will not take complaints if:
- You have no direct connection to the issue.
- You don’t have the consent of the person affected.
- You are an estranged parent without legal rights.
- The matter is an internal staff workplace or HR issue.
Before you lodge a complaint:
Before reaching out to DOEV, you need to first raise the issue with the school. If it is still unresolved, take it to the Regional Office. DOEV will only take matters that have already gone through these steps.
Can you report an issue on behalf of someone?
Yes, with their consent. You can also bring a support person to help explain or manage the complaint.
Additional Information
Note that any complaints about of criminal conduct or child abuse must be reported to Victoria Police.
What can this body do to help?
DOEV can provide or help to facilitate:
- Mediation between you and the school.
- An explanation of the school’s decision.
- An apology.
- A change or reversal of a school decision.
- Updates to school policies or practices.
- Extra support for your child (counselling, adjusted learning, student support plan).
- Referral to other complaint bodies where necessary.
DOEV cannot give financial compensation, discipline or fire staff, or investigate criminal matters.
How to prepare your complaint:
Format:
You can email, call, or write. Schools may have their own process.
Personal Details:
Your name and contact details (anonymous complaints are possible but harder to act on).
Respondent's Details:
Name and details of who the complaint is about (teacher, school, service).
Relevant Facts:
Provide details about what happened, with supporting documents if you have any, and what result you would like to achieve.
Lodging your complaint and next steps:
Where to lodge:
- School: Use the Parent Complaint Policy.
- Regional Office: enquiries@education.vic.gov.au or 1800 338 663.
- Central Office: school.complaints@education.vic.gov.au or (03) 8688 7885.
Receipt and Acknowledgement:
Schools must confirm receipt of your complaint within 2 business days and give a timeline for response.
Assessment & Investigation:
- The School or office explains actions taken and why.
- Regional or Central Office may review the decision, recommend mediation, or escalate further.
More information:
Refer to the factsheet provided below for more information.
