1. Purpose
The purpose of this policy is to provide a clear, transparent, and fair process for managing complaints at Ascent Education. We are committed to handling all complaints promptly, respectfully, and in a way that prioritises the wellbeing of children and young people.
2. Scope
This policy applies to:
- Students, parents/guardians, tutors, staff, and contractors engaged with Ascent Education.
- All tutoring environments (in-home, libraries, and online).
Complaints may relate to:
- The behaviour or conduct of tutors, staff, or students.
- Breaches of Ascent Education’s Child Safe Policy or Code of Conduct.
- Services provided by Ascent Education.
- Safety or wellbeing concerns.
3. Policy Statement
Ascent Education is committed to:
- Taking all complaints seriously.
- Acting in accordance with our Child Safe Policy and the NSW Child Safe Standards.
- Resolving complaints fairly, confidentially, and without victimisation.
- Escalating complaints where required, including referral to external authorities (e.g. NSW Police, Office of the Children’s Guardian, Department of Communities and Justice).
- Using complaints as opportunities for continuous improvement.
4. Roles and Responsibilities
- Management/Directors: Oversee complaint handling, ensure impartiality, and approve outcomes.
- Child Safety Officer: Respond to complaints relating to child safety, escalate to external agencies if required.
- Tutors and Staff: Must report complaints or concerns to management immediately.
- Complainants: Encouraged to raise issues promptly and respectfully.
5. Procedure for Handling Complaints
Step 1 – Lodging a Complaint
Complaints can be made in writing or verbally to Ascent Education via:
Complainants are encouraged to provide:
- Their name and contact details (anonymous complaints will still be reviewed).
- Details of the complaint (what happened, when, who was involved).
- Any evidence (emails, screenshots, etc.)
Step 2 – Acknowledgement
- Complaints will be acknowledged in writing within 5 business days.
Step 3 – Assessment and Action
- Complaints will be reviewed by the relevant manager or Child Safety Officer.
- If the complaint raises a child protection concern, it will be immediately referred to NSW Police and/or the DCJ Child Protection Helpline (132 111).
- Where appropriate, mediation or discussion may be used to resolve the matter.
Step 4 – Outcome
- A written response will be provided within 20 business days, outlining the findings and any actions taken.
- If the matter requires longer, the complainant will be updated on progress.
Step 5 – Review or Appeal
- If the complainant is unsatisfied, they may request a review by a Director.
- Where relevant, external agencies may be contacted (e.g. NSW Fair Trading, Office of the Children’s Guardian, NSW Ombudsman).
6. Confidentiality and Recordkeeping
- Complaints will be managed in confidence, with information shared only on a “need-to-know” basis.
- Records of complaints and outcomes will be securely stored for 7 years.
7. Protection from Victimisation
No person making a complaint in good faith will suffer victimisation or disadvantage.
8. Continuous Improvement
Complaints will be analysed periodically to identify systemic issues and opportunities for service improvement.
