Would you like make a complaint?
We believe that we can develop and improve by putting energy into the school's strengths and openly and honestly acknowledging and addressing the challenges.
At some stage, you may feel that things are not going too well, be very upset over a recent major incident or be increasingly concerned about an issue that does not seem to be getting any better. You are not making trouble by making a complaint. Sometimes people think that if they make a complaint, then they will be thought of badly or their kids will become the focus for increased attention. That is not what we want to see happening at Toowoomba State High School. We will look at any issue that you raise in a problem-solving way and look forward to your participation in solving any issue that may be of concern to you.
Toowoomba State High School is committed to ensuring that all complaints are dealt with in a fair and equitable manner. There are processes and support structures in place to enable parents/carers and students to work through any issues they may have with the School.
When making a complaint, it is in the best interest of complaint resolution to ensure that you:
You should be aware that if you are making a complaint about a staff member, in most instances the staff member will be told of the complaint and offered the right of reply. You also have the right to a have a support person participate throughout the process.
Mr Christopher Zilm, Principal
If your complaint relates to suspected official misconduct or criminal activity then you should make your complaint directly to the Crime and Misconduct Commission or the Queensland Police Service.
1. Discuss your concern with the subject teacher or teacher concerned.
If your concern relates to progress in class, relationships with others in the class or homework issues, you can make an appointment by phoning the office as soon as possible. Share the information you have with the teacher and give the teacher the opportunity to tell you all he or she knows about the problem. Together, both parent/carer and teacher should then take steps to resolve the problem at this level.
The teacher will make a record of the complaint and report your meeting and any outcomes to the school principal.
2. Try talking with the Year Coordinator, Guidance Officer or Deputy Principal responsible for your child's year level.
Where the teacher has been approached as above but the issue remains unresolved, make an appointment with:
3. Contact the Principal
You may wish to speak with the Principal if any issue remains unresolved to discuss the issues further. Alternatively you may ask the Principal to act as a go-between in informal conflict resolution with a staff member in attempt to resolve the problem.
If your complaint is related to the school more generally including issues of school policy or its compliance or non-compliance you should raise them directly with the Principal or his delegate. For example, the Principal may refer your complaint to a Deputy Principal or the Registrar. The staff member will make a record of your complaint and work with you to resolve the issue.
You can contact by phone: 46 371 371 (for issues for both campuses), fax: 46371310 (for issues from both campuses).
It is always a good idea to ring ahead if you wish to see the Principal in person. The Principal is at Wilsonton Campus from 0930 on Mondays and all day Thursdays. Tuesday, Wednesday and Friday, you can find the Principal in the Mt Lofty Campus.
You can also lodge your concern by completing the form below and submitting it electronically.
Comments that use inappropriate language are filtered by the Education Queensland internet server and investigated. Breaches of the Telecommunications Act are referred to the Queensland Police Service and the school is informed of the details of the email.
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4. Talk with District Office
If you have discussed the issue with the Principal and still feel that your complaint has not been addressed, you that the right to contact the Executive Director (Schools) who is the supervisor of the Principal and oversees activities of schools in that particular education district of Queensland.
Complaints can be lodged by telephone or writing. Complaints should be specific in nature and outline steps taken to try to resolve the issue at the school. Remember to date your letter, give your full name and address and sign it. The district office will make a record of the complaint.
Anonymous complaints will only be acted upon if enough information is provided to allow for follow up with the Principal.
Toowoomba District Office: 4616 9111
5. Still not resolved?
If, as a parent/carer you feel that your issue has not been resolved through the district office process, you have a right to make a complaint to the central office of Education Queensland.
Parents/carers may choose to progress their complaint in writing to the Deputy-Director General Education Queensland. The Office of Education Queensland will seek to assist the resolution of your complaint through referral to:
The Office of Education Queensland can be contacted at:
Education Queensland, PO Box 15033, CITY EAST, Qld 4002
Tel (07) 3237 0618 or fax (07) 3221 4953
6. What can the P&C do?
It is understandable that parents/carers may sometimes feel overwhelmed when approaching a school or the department with a complaint. the QCPCA does not advocate on behalf of individuals parents or carers, individuals can request their own P&C to provide support in these circumstances. The P&C can, in turn seek assistance from QCPCA to provide guidance in resolving the complaint.
Complaints about services that are run or managed by the P&C such as the canteen, text book hire, RAMS or uniform shop should be directed to the P&C in the first instance.
Final opportunities
You can also contact the Office of the Ombudsman for independent review of the department's decision.
GPO Box 3314, Brisbane, Qld 4001
Tel: (07) 3005 7000 or Toll Free 1800 068 908
Contact info..
