Complaints & Appeals
We want to provide great service to our community, and want to know if there’s anything we can do better. You can tell us if you have a concern, complaint or appeal about Prace or anyone at Prace. This can include our staff, volunteers, contractors, families or other students. You can also raise concerns about our courses, products, services, complaints process, or how someone at Prace has behaved.
Reporting child safety concerns
If a child is in immediate danger, call 000. If you’re worried about a child’s safety or wellbeing, call us on 9462 6077 and ask for a Child Safety Officer.
For more information, view our Reporting Child Safety Concerns Flowchart.
If you are a young person, you can find more information via the links below.
Easy Read documents are available for this information
Managing complaints
When we handle concerns and complaints:
- We take them seriously
- We respond quickly
- We treat everyone fairly
- We make sure nobody is treated unfairly
- We consider the diversity of our community
- We follow all laws, including privacy and child safety laws
When we deal with a child safety concern or complaint, we will:
- Give it top priority
- Listen to and support the child or young person
- Encourage them to talk to a trusted adult
- Respect their culture
- Give more support to vulnerable young people
Process for other complaints and concerns:
- If possible, talk directly to the person involved. You can ask a Prace staff member for help.
- To make a formal complaint:
- Write down your complaint and give it to the program or service coordinator. If it’s about the coordinator, send it to their supervisor.
- Explain what happened, how it affected you, and if you have any evidence or tried to fix the problem before.
- Tell us what you want us to do.
- Ask a Prace staff member to help you write your complaint.
- We will write to you to tell you we got your complaint within 10 business days, or within 3 school days if you are under 18.
- We will try our best to investigate your complaint within 20 business days, or 10 school days if you are under 18. This means looking into your complaint and may include talking to you and others involved. If it takes longer, we will let you know.
- After the investigation, we will write to you explaining what we have done or will do to fix the problem. We will also tell you why we made that decision.
- If you’re still not happy, you can appeal.
If you don’t like the outcome of the complaints process:
- Write to us within 10 business days to appeal. You can ask us for help with that.
- We will acknowledge your appeal within 10 business days.
- Prace will review your appeal.
- We will talk to you and others involved. You can bring a support person if we meet face-to-face. We might bring in an independent mediator to help.
- We will let you know the outcome of the appeal.
- If you’re still not happy, we will tell you how to make an external complaint.
Complaints and appeals process
Appealing your assessment task results
If you are studying with Prace and your course includes assessment tasks, you have the right to appeal a result if you don’t agree.
- Write to us within 10 business days of getting your result, telling us why you disagree.
- We will acknowledge your complaint within 10 business days.
- We will try our best to review the assessment within 15 business days. We might bring in an independent assessor to help. If it takes longer, we will tell you.
- We will let you know the outcome of the review.
- If you’re still not happy, you can ask for another independent assessment, but you will have to pay for it.
You can also appeal other decisions made by Prace, like course entry or special considerations on assessments.
If you are still not happy or want to complain to an outside organisation, there are external bodies you can contact. View our Complaints and Appeals Policy and Procedure for more details.
Assessment appeals process
Help for non-English speakers
Access copies of our policies and procedures in your own language by calling 9462 6077 or email office@prace.vic.edu.au
Contact us
For more information about the process for lodging complaints appeals, contact our office on:
Phone 9462 6077
Email: office@prace.vic.edu.au