Complaints & Grievances Policy

How parents, carers and students can raise a concern or complaint at St Mary's College, who to speak to at each stage, expected timeframes, and how child safety concerns are handled differently.

Updated 14 August 2026

At St Mary's College we would much rather hear about a concern early than discover it late. Most issues are resolved quickly and informally by the people closest to them. This policy explains how to raise a concern, who deals with it, how long it should take, and what to do if you are not satisfied.

Purpose

To provide a clear, fair and respectful process for receiving and resolving complaints from parents, carers, students and community members, consistent with the Melbourne Archdiocese Catholic Schools (MACS) Complaints Handling Policy.

Scope

Covers complaints about the conduct of staff, students or volunteers, teaching and learning, communication, College decisions and administration. It does not replace processes that apply by law, such as child safety reporting or VCAA appeals. Complaints about the Principal are made directly to the MACS Regional Office.

Policy statement

Every complaint will be taken seriously, handled confidentially, and dealt with in a timely and impartial way. Complainants will not be disadvantaged or victimised for raising a concern. The College will keep the person informed of progress, explain outcomes and use what it learns to improve. Concerns are best resolved at the lowest appropriate level and in a spirit of partnership between home and school.

Procedures

Before you begin

Please raise concerns directly with the College rather than on social media, beginning wherever possible with the person most directly involved. Request a meeting by phoning the office on (03) 9555 0100 or via the Parent Portal so staff can give you their full attention.

Stage 1 – Informal resolution

Contact the classroom teacher (Junior) or the Homeroom teacher, subject teacher or Year Level Coordinator (Senior).
Staff will acknowledge your concern within 2 school days and aim to resolve it within 10 school days, usually through a conversation or meeting.
Most concerns end here; the staff member keeps a brief note of the outcome.

Stage 2 – Referral to a Head of School

If the matter is unresolved or serious, contact the Head of Junior School, Ms Priya Natarajan, or the Head of Senior School, Mr Tom Brennan, or the relevant Deputy Principal (Mr David Okafor for learning and teaching; Mrs Siobhan Reilly for wellbeing and mission).
The Head of School will meet with you, gather information from those involved and respond within 10 school days.

Stage 3 – Formal complaint to the Principal

Lodge a written complaint using the Complaints Form on the Parent Portal (under Forms), or by letter to the Principal, Dr Helen Carmody, 14 Chapel Road, Wattle Creek VIC 3799.
The Principal (or delegate) acknowledges the complaint within 3 school days, may interview those involved, and provides a written outcome within 20 school days. If more time is needed you will be told why. You may bring a support person to any meeting.

Stage 4 – MACS Regional Office

If you believe the College's process has not been followed or the outcome is unreasonable, you may write to the MACS Regional Office (Eastern Region). MACS will review whether the College handled the complaint appropriately.

Child safety concerns

Any concern about the safety or wellbeing of a child bypasses these stages. Report immediately to a Child Safety Officer: Mrs Siobhan Reilly, Ms Priya Natarajan or Mr Tom Brennan, or to the Principal. Allegations of abuse are reported to Victoria Police and/or Child Protection under the College's Child Safety Policy. If a child is in immediate danger, call 000.

Records

Formal complaints are recorded in a confidential register held by the Principal's office and reviewed in de-identified form each semester.

Responsibilities

Parents and carers

Raise concerns early, honestly and respectfully, with the right person, and engage in good faith.
Respect the privacy of staff and other students during and after the process.

Students

Students may raise concerns with any trusted staff member, their Homeroom teacher, a School Counsellor (Ms Alana Ford, Junior; Mr Chris Nguyen, Senior) or through the Student Representative Council. A parent may support them.

Staff

Listen without defensiveness, record the concern, respond within timeframes and escalate when needed.
Maintain confidentiality and treat complainants with courtesy.

Review

Policy owner: Principal. Approved by the College Leadership Team March 2026; ratified by the College Advisory Council; next review March 2028.

Frequently asked questions

I am worried about how a teacher spoke to my child. Who do I contact first?

Contact the teacher directly, by phoning the office on (03) 9555 0100 to arrange a time or via the Parent Portal. Teachers want to know and the vast majority of concerns are resolved this way within days. If you do not feel comfortable approaching the teacher, contact the Year Level Coordinator or Head of School.

How long will it take?

Stage 1 concerns are acknowledged within 2 school days and usually resolved within 10. A formal Stage 3 complaint is acknowledged within 3 school days with a written outcome within 20 school days.

Will making a complaint affect my child?

No. Staff are expected to treat every student fairly regardless of any complaint, and any victimisation would itself be a serious matter. Complaints are kept confidential and shared only with those who need to know to resolve them.

What if my complaint is about the Principal?

Write to the MACS Regional Office directly. The office can provide contact details, or see the MACS website.

What if it is about my child's safety?

Go straight to a Child Safety Officer – Mrs Siobhan Reilly, Ms Priya Natarajan or Mr Tom Brennan – or the Principal. You do not need to work through the stages above, and the College is legally obliged to act on child safety concerns.