Greenvale Primary School Newsletter

Principal's Update

Angelika Ireland

School Council Elections

I am pleased to announce the outcome of the 2025 School Council elections. The successful candidates will join, or continue on, School Council after the Annual General Meeting on Tuesday, 25 March. Congratulations to the following Parent members – Zehra Hussein, Maria Dellios and Kristie Hollow. 

 

The successful DET Members are; Trudy Williams and Brett McGinniskin.

 

School Council membership as of March 2025, until the 2026 AGM are as follows:

 

Parent Members – Badar Ul Hassan Bohra, Hemila Hakimelahi, Kristie Hollow, Maria Dellios, Sandy Grapsas, Zeliha Tintas and Zehra Hussein.

DET Employee Member -  Angelika Ireland, Gabby Tigafua, Trudy Williams and Brett McGinniskin.

Non DET Community Member – To be confirmed.

 

I sincerely thank the retiring parent School Council members Ali Sahin and Angela Richards for their term on School Council and for their contribution to our community. 

Dealing with Complaints or Concerns - School Policy

Greenvale Primary School recognises that dealing with concerns/complaints relating to our school are a part of any school environment and that, as professionals, we should act on them in a proactive manner, using them to provide catalyst for school improvement. Parent/carers, students and members of the school community need to know that their concerns are taken seriously and that a fair process will be undertaken to arrive at a resolution.

 

We welcome feedback, both positive and negative, and are committed to continuous improvement. We value open communication with our families and are committed to understanding complaints and addressing them appropriately. We recognise that the complaints process provides an important opportunity for reflection and learning. 

 

We value and encourage open and positive relationships with our school community. We understand that it is in the best interests of students for there to be a trusting relationship between families and our school. 

 

When addressing a complaint, it is expected that all parties will: 

  • be considerate of each other’s views and respect each other’s role 
  • be focused on resolution of the complaint, with the interests of the student involved at the centre
  • act in good faith and cooperation
  • behave with respect and courtesy
  • respect the privacy and confidentiality of those involved, as appropriate
  • operate within and seek reasonable resolutions that comply with any applicable legislation and Department policy.
  • recognise that schools and the Department may be subject to legal constraints on their ability to act or disclose information in some circumstances. 

 

Complaints and concerns process for parents, carers and community members

  • Preparation for raising a concern or complaint

    Greenvale Primary School encourages parents, carers or members of the community who may wish to submit a complaint to: 

  • carefully consider the issues you would like to discuss
  • remember you may not have all the facts relating to the issues that you want to raise
  • think about how the matter could be resolved

  • be informed by checking the policies and guidelines set by the Department and Greenvale Primary School (see “Further Information and Resources” section below). 

     

  • Support person

    You are welcome to have a support person to assist you in raising a complaint or concern with our school. Please advise us if you wish to have a support person to assist you, and provide their name, contact details, and their relationship to you. 

  • Raising a concern

    Concerns in the first instance should be directed to your child’s teacher or PLC Leader. Where possible, school staff will work with you to ensure that your concerns are appropriately addressed. 

  • Making a complaint

    Where concerns cannot be resolved in this way, parents or community members may wish to make a formal complaint to the Principal or Assistant Principal. 

     

    If you would like to make a formal complaint, in most cases, depending on the nature of the complaint raised, our school will first seek to understand the issues and will then convene a resolution meeting with the aim of resolving the complaint together. The following process will apply: 

  1. Complaint received: Please either email, telephone or arrange a meeting through the front office with the Assistant Principal or Principal, to outline your complaint so that we can fully understand what the issues are. We can discuss your complaint in a way that is convenient for you, whether in writing, in person or over the phone. 

     

  2. Information gathering: Depending on the issues raised in the complaint, the Principal, Assistant Principal or nominee may need to gather further information to properly understand the situation. This process may also involve speaking to others to obtain details about the situation or the concerns raised.

     

  3. Response: Where possible, a resolution meeting will be arranged with the Assistant Principal/Principal to discuss the complaint with the objective of reaching a resolution satisfactory to all parties. In some circumstances, the Principal may determine that a resolution meeting would not appropriate. In this situation, a response to the complaint will be provided in writing. 

     

  4. Timelines: Greenvale Primary School will acknowledge receipt of your complaint as soon as possible (usually within two school days) and will seek to resolve complaints in a timely manner. Depending on the complexity of the complaint, Greenvale Primary School may need some time to gather enough information to fully understand the circumstances of your complaint. We will endeavour to complete any necessary information gathering and hold a resolution meeting where appropriate within 10 working days of the complaint being raised. In situations where further time is required, Greenvale Primary School will consult with you and discuss any interim solutions to the dispute that can be put in place. 

Please note that unreasonable conduct (e.g. vexatious complaints) may need to be managed differently to the procedures in this policy.

  • Resolution 

    Where appropriate, Greenvale Primary School may seek to resolve a substantiated complaint by:

  • an apology or expression of regret

  • a change of decision

  • a change of policy, procedure or practice

  • offering the opportunity for student counselling or other support

  • other actions consistent with school values that are intended to support the student, parent and school relationship, engagement, and participation in the school community.

In some circumstances, Greenvale Primary School may also ask you to attend a meeting with an independent third party or participate in a mediation with an accredited mediator to assist in the resolution of the dispute. 

  • Escalation 

    If you are not satisfied that your complaint has been resolved by the school, or if your complaint is about the Principal and you do not want to raise it directly with them, then the complaint should be referred to the North West Victoria Region by contacting Ph: 1300 338 691 or Email: nwvr@education.vic.gov.au

    Greenvale Primary School may also refer a complaint to NorthWest Victoria Region if we believe that we have done all we can to address the complaint. 

For more information about the Department’s parent complaints process, including the role of the Regional Office, please see: Raise a complaint or concern about your school. 

 

 

Food for Thought:

 

 

 

 

 

 

 

 

 

Regards

Angelika Ireland