For everyone Workplace complaints: how to respond
Working in education often involves complex interactions with colleagues and with students and their families, which can sometimes lead to mistakes or misunderstandings. Whilst none of us want to discover that there’s been a complaint made against us, the Member Support Centre is highly skilled at supporting members through the process.
Any number of circumstances can lead to conduct-related or performance issues needing to be resolved through a local complaints process. This article provides some information on how formal complaints are investigated and will assist principals, teachers, educators, and support staff to respond safely and appropriately.
The first and most important step is to look after your health and to connect with family and friends. Receiving a complaint is highly stressful, and not something you should carry on your own.
While seeking suport is essential, it is equally important to maintain confidentiality and not discuss the details of the complaint with any colleagues, students, or people connected to the school community. Breaching confidentiality is a serious matter, so please call us before discussing this with anyone in your workplace.
The Department of Education has a complaint resolution process, which encompasses both formal and informal action. During the investigation stage of the complaints process, your principal (or a person nominated by your principal) or your region (if you are a school principal) will investigate the complaint to determine whether it has any substance. During this stage, you will be provided with the details of the complaint in writing, and you will need to respond to each allegation in writing.
While this is a stressful process, you are not alone – and your union is here to help you navigate the situation.
Before you make any submission, please ensure that you have sent us both the letter of allegations and the draft response. It is essential that we review all material, including witness statements, prior to making the submission.
When responding to allegations, it is important to respond to each of the allegations individually. Respond to the explicit allegation and do not include irrelevant material. You should also reference any relevant dates and include the names of any witnesses who could verify your account of events.
Second only to looking after your health during a complaints process is the need to be honest and to demonstrate insight into the actions you may or may not have taken. We know things can sometimes go wrong – so, when they do, being honest, open, and reflective will help you get the best outcome. Alternatively, if you did not engage in the conduct or behaviour that is alleged, you should expressly deny the allegations and, where possible, provide evidence that supports your claims.
We have helped many members facing complaints, and we can offer you valuable insights into the nature of the complaint, help you identify the employer’s concerns, and assist with formulating an appropriate response that addresses the allegations but also protects your interests.
While this is a stressful process, you are not alone – and your union is here to help you navigate the situation.
The AEU has a comprehensive range of advice sheets covering common industrial and professional issues in every sector.
Visit aeuvic.asn.au/advice-sheets to search for information on all manner of issues from parental leave to capability assessments to WorkCover and much more.
For all other work-related enquiries, contact our Member Support Centre on 1800 238 842 or msc@aeuvic.asn.au, 8.30am–5pm, Monday–Friday.
