Complaints & Feedback

Ocean School is committed to fair, transparent, and timely handling of all concerns. We value your feedback as an essential part of continuous improvement in everything we do.

Ocean School is dedicated to fair, confidential, and transparent complaint handling. We recognise that receiving complaints is one of the most important ways we learn and improve. Every complaint is taken seriously, handled with respect, and used to strengthen the quality of our programs and operations.

How to Make a Complaint

You can make a complaint or share feedback through any of the following channels. There is no cost to lodge a complaint.

Email

Complaints@oceanschool.org

Preferred method — written record kept

Online Form

Use the form below - no account required

Anonymous submissions accepted

Phone

[Insert phone number]

During business hours, Mon–Fri

Post

[Insert postal address]

Mark envelope: Confidential – Complaint

Our Process

We aim to resolve every complaint fairly and as quickly as possible.

1 We Receive Your Complaint

Via email, post, phone, or the form below.

2 Acknowledgement

You'll receive written acknowledgement with a reference number.

3 Investigation

We review the facts and speak with relevant parties. All details are kept confidential.

4 Outcome

We inform you of the outcome in writing, including reasons and any actions taken.

Types of Complaints

We accept complaints about:

The quality or delivery of our programs or services
Conduct of staff, volunteers, or board members
Our communication or administrative processes
Use of donated funds or resources
Our international programs or partner conduct
Child safety or safeguarding concerns
Any matter where you believe you were treated unfairly

Good to know:

A complaint is an expression of dissatisfaction that requires a response. We also welcome general feedback and questions, which can be sent to our regular contact channels.

Anonymous complaints are accepted. We may not be able to notify you of the outcome, but we will still investigate where we have sufficient information.

Complaints can be submitted in any language. Please let us know if you need interpreter support or alternative formats.

Our Commitments

Confidential

Your details are only shared with those involved in investigating your complaint.

Fair & Impartial

Every complaint is investigated thoroughly and without prejudice.

Timely

Acknowledgement within 5 business days; most complaints resolved within 30 days.

Learning-focused

We review complaint patterns annually to continuously improve our work.

Accessible

We accommodate all needs interpreters, alternative formats, and representative support.

No Retaliation

No person who complains in good faith will face any form of disadvantage or retaliation.

Escalation & External Review

If you are not satisfied with our response, you have the right to escalate your complaint internally or to an external regulator.

Step 1 — Internal

Board Review

If you are dissatisfied with the outcome, you may request an independent review by our Board Chairperson within 20 business days of receiving the outcome.

Step 2 — External

ACNC

The Australian Charities and Not-for-profits Commission can investigate concerns about whether Ocean School is meeting its obligations under the ACNC Act.

ACFID (if applicable)

ACFID Code of Conduct Committee

Complaints relating to international programs or the ACFID Code of Conduct may be escalated to ACFID after first raising them with Ocean School.

Submit a Complaint

All fields marked * are required. Anonymous submissions are accepted leave contact fields blank if you wish.

First Name

Last Name

Email Address

Phone (optional)

Nature of Complaint *

Details of Your Complaint *

What outcome are you seeking?

I understand that Ocean School will handle my complaint confidentially and in accordance with its Complaints Handling Policy.

Ocean School Complaints Handling Policy

Read or download our complete policy document, including detailed procedures for investigation, appeals, and privacy protections.

Last reviewed: [Month Year] | Next review due: [Month Year]