Customer Service Complaints

Some Department programmes and services are delivered to the public through a range of other organisations, including colleges or universities. You should contact these bodies directly for further information.

There are separate complaints procedures in place for complaints against schools or school staff. Information is available on our Parents Information page.

As a customer you may be dissatisfied with the quality of service you received from the Department. We recognise that mistakes can be made and delays occur. Our complaints procedures are designed to assist you in making a complaint so that we can respond and, where possible, put things right.

Some sections in the Department operate appeals processes. If your complaint refers to a decision/policy which does not have an appeals process you should send your complaint to the Head of the relevant Section for investigation. You will find contact information for our sections from our Management and Organisation Chart.

We cannot deal with a complaint that is the subject of civil litigation or criminal prosecution.

No one is expected to suffer abusive or aggressive behaviour. The Department will make every effort to protect staff from malicious complaints.

Independant Appeals Boards

• Appeal against permanent Exclusion, Suspension or Refusal to Enrol
• School Transport Appeals
• Incremental Credit Appeal
• Student Grants Appeals Board
• Application form for appeals to Staffing Appeals
• Procedure for Review of Inspections on Schools and Teachers under Section 13(9) of the Education Act 1998 (This procedure allows schools and individual teachers to seek reviews of inspection reports)

Department

• Critical Illness Appeal Process; Teachers, Special Needs Assistants
• Teacher Refund Scheme – Appeals Committee
• Summer Course Programme