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TCE Complaints Process
At Townsville Catholic Education (TCE) your voice matters to us. We are committed to fostering an environment of continuous improvement and your insights play a vital role in shaping the future of our services, schools and communities.
Our Complaints Resolution Procedure
1. Seek to resolve at the first level
If you have a concern about a classroom or school matter, please request an appointment with the relevant teacher or staff member through the school office.
2. Referral to the Principal or a Delegate
If the matter is unable to be resolved at the first level, you can request a meeting with the Principal or their Delegate.
3. Escalation to the Townsville Catholic Education Office (TCEO)
If a matter remains unresolved after engaging with the Principal, it may be escalated to TCEO. Complaints can be submitted in writing (via the form below, email or post), by phone or by requesting an in-person meeting.
E: complaints@tsv.catholic.edu.au
P: 4773 0900
Post: Complaints and Resolution Case Manager, PO Box 861 Aitkenvale, QLD 4814
If you remain dissastisfied with the outcome after this process, you have the right to escalate your complaint to an external agency.
Support and Accessibility
We want our process to be accessible to everyone. If you require support to make a complaint, such as an interpreter, disability advocate, or culturally appropriate support for Aboriginal and Torres Strait Islander families, please let us know at any stage of the process.
Our Commitment to You
When you contact us to share information, you can expect:
- Procedural Fairness: To be heard, treated with respect, and to have your concerns considered impartially.
- Confidentiality: Your privacy will be protected, and information will only be shared with those who need to know.
- Timeliness: We will acknowledge your complaint within 5 working days and provide you with regular updates on the progress of your matter. In most instances, we will provide you with an outcome within 20 working days.
- Safety: No person will be treated unfairly for raising a concern in good faith.
Note: Anonymous complaints will only be acted upon if enough information is provided to allow for a proper investigation. Vexatious or frivolous complaints will not be tolerated.
For more detailed information, the full TCEO Complaints Management and Resolution Procedure can be accessed here.
Student Protection Complaint Process
The Student Protection Processes for Catholic Education have been developed by the Catholic Education Queensland Limited (CEQL), in consultation with Catholic School Authorities, in order to assist Catholic School Authorities to meet legislative and procedural processes for responding to, and reporting, abuse, harm and behaviour of a staff member that a student considers is inappropriate.
