Complaints Process in Independent Schools

How to Raise a Concern and What to Expect

Independent Schools in the Northern Territory are required under the Non-Government Schools Registration Standards to have clear, accessible complaints processes for students, families and community members. These processes must outline how concerns can be raised, how they will be managed, and the expected timeframes for responding.

Because Independent Schools are autonomous and governed by their own school boards, all complaints must be managed within the school's own processes. Each school's complaints policy may differ, and families should refer to their school's published policy for the exact steps and timeframes.

Independent Schools are committed to providing safe, respectful and high-quality learning environments. A clear complaints process helps ensure concerns are heard, addressed fairly, and used to improve school practices.

Raising a Concern

Most concerns can be resolved quickly by speaking directly with a relevant staff member or school leader. Each school will have its own published procedure, which may include steps such as:

• Contacting the classroom teacher or relevant staff member
• Escalating to a senior leader or deputy principal
• Requesting a meeting to discuss the issue



Schools are expected to acknowledge complaints promptly and provide updates within timeframes that are reasonable for the nature and complexity of the issue.

Escalating a Concern

If the issue is not resolved at the first step, you can escalate it through the school's formal complaints pathway. This may be talking with the Principal (for operational or school-level concerns), or the School Board/Governing Body (for matters relating to governance, policy, or unresolved issues).

The school's complaints policy will outline how to contact the board and what information to provide.

What Happens if You Contact AISNT or the Department of Education

AISNT and the NT Department of Education do not investigate or intervene in routine complaints about Independent Schools.

Independent Schools are legally responsible for managing their own operations, staff and decision-making, and concerns must be addressed through the school's internal complaints process.

If a complaint is sent to AISNT or the Department of Education, it will be redirected back to the school, as the school is the appropriate and responsible body to manage and resolve concerns.

In very limited and exceptional circumstances, AISNT or the Department may become involved where there are significant regulatory concerns about a school's ability to meet its obligations (for example, matters relating to safety, governance or school viability). These situations are rare and families are expected to exhaust the school's full complaints process first.

External agencies

In some circumstances, there may be external agencies with responsibilities in specific areas (such as administrative fairness, child safety, or professional conduct). These agencies generally expect that concerns have first been raised directly with the school and that the school has been given reasonable opportunity to respond.



Schools can advise families if an external agency is relevant to the nature of the concern.

Treat all complaints respectfully and confidentially

Provide clear information about the process

Communicate in a timely manner

Ensure decisions are fair, transparent and consistent with school policies

Provide accurate information

Engage respectfully with staff

Allow reasonable time for investigation and response

Key Principals

• All Independent Schools are required to have a published complaints policy under the Non-Government Schools Registration Standards.
• Independent Schools are responsible for following their complaints policy and addressing concerns in a fair and timely manner once they are received.
• Independent Schools are autonomous and are responsible for managing and resolving complaints within their own governance structures.
• It is expected that schools are given a reasonable opportunity to respond and resolve the matter before seeking any form of external support or advice.
• External support is only appropriate after the school’s full complaints process has been completed and only where relevant to the nature of the concern.