Navigating ESB’s School Complaints Policy

Complaints received by the ESB about the provision of education services by a registered school, or school related matters  are assessed and managed in accordance with the Education and Early Childhood Services (Registration and Standards) Act 2011 (State Act) and the Standards for Registration and Review of Registration of Schools in South Australia (Standards). 

When ESB receives a school related complaint, the ESB school’s team will triage and determine whether the complaint is considered ‘in-scope’ or ‘out of scope’ based on our legislative responsibility. The School Complaints Management Policy governs how the ESB manages complaints in accordance with the Complaints and Feedback Management Framework and State Act. 

Where complaints are considered ‘out of scope’ or do not meet the threshold for a Serious Complaint, the ESB may refer it to another agency (i.e. the Teachers Registration Board), or return the complaint to the school.

If a complaint is considered ‘in-scope’, it is assessed using criteria from the State Act and an ESB Risk Assessment Matrix. If the complaint is assessed as meeting the threshold for a Potentially Serious Complaint, it is escalated to the Registrar who conducts a preliminary assessment to determine whether the complaint meets the legislative threshold for a Serious Complaint. 

If the Registrar determines that a complaint is serious, the matter is referred to the Board which considers the Registrar’s assessment and may direct that formal disciplinary proceedings commence. 

Complainants that are dissatisfied with the outcome of a complaint may request an internal review by the Registrar. All complaints made against a school are retained as part of the school’s compliance history. 

For more information about how the ESB manages school complaints click here.