School Complaints

What is my complaint about?

Most school complaints we receive contain two key parts:

• How a school’s actions or decisions may have affected a child
• What happened when that concern or complaint was raised with the school.

What is the OCO focus when dealing with school complaints?

The OCO focus is on:

• The best interests of the child
• Ensuring that the complaint process is child centred
• Allowing space for problem solving and resolving difficulties where possible and appropriate
• How the school’s policies and procedures worked
• How lessons may be learned to improve.

What does the OCO need to know?

Before you first contact us, it helps if you can set out:

• Who is the complaint about?
• Why you think the actions were unfair?
• How was the child affected?
• What would you like to see happen?

We also need to know the steps that you or the school have taken to try and resolve matters.

The complaint form is designed to help you figure out the complaint that you wish to make to us.

Can I get help to make my complaint to the OCO?

Yes. Our team of Early Resolution Officers are available to provide advice and guidance.

The OCO must remain independent. However, you can also get an advocate to help you submit the complaint.

Can I use AI to help make my complaint?

Yes. AI tools can help you organise your thoughts or structure your complaint but take care when sharing personal or sensitive information.

Keep your complaint simple and in your own words. Tell us what happened, how your child was affected, what you have already done to resolve the issue and what you would like to happen.

Do I need to raise the issue or complain to the school first?

Yes. We encourage local resolution wherever possible and appropriate.

The school should be your starting point to raise any concern or complaint you may have about a child’s experience in school.

This can happen through:

• the student journal or school communication app
• speaking with the teacher or staff member involved
• raising the matter with the school principal.

I would like to make a formal complaint in the school. What can I do?

Schools are obliged to have complaint procedures available to parents and students who are over 18 years of age.

Details about how to make a formal complaint are usually on the school website. If not, schools will provide information on how to make a complaint when asked.

These local procedures are important as they allow an opportunity for a concern to be addressed informally and explain how unresolved concerns may progress through to a formal complaint process.

Can you help me understand the school’s complaints process?

Yes. If you are unsure how to raise a concern with a school, we can provide information and guidance on the steps you should take before making a complaint to us.

When should I contact the Ombudsman for Children’s Office?

You can contact us at any time, but we will most likely ask that you give the school the opportunity and space to resolve the issue you are raising.

You should contact us if:

• You have completed the school’s complaints process and remain unhappy with the outcome
• The school has not engaged with you or responded to your complaint
• The complaint has taken an unreasonably long time to resolve.

What types of school complaints can you look at?

Bullying

We can consider complaints relating to bullying.

However, we do not investigate allegations of bullying or the actions of children towards each other.

If bullying or concerning behaviour is ongoing between students, our immediate focus will likely be on guiding complainants, seeking information and encouraging the school to address the concerns and support the child.

Enrolment, suspensions or expulsions

School enrolment decisions, suspensions and expulsions may be dealt with through the Section 29 Appeal Process.

The OCO will not look at decisions where there is a clear legal remedy available to have the issue addressed.

Professional conduct and competency

The OCO does not look at the professional competency of teachers.

We cannot take disciplinary action against teachers, principals or other school staff members.

Complaints that are solely about the professional conduct of a teacher may not be appropriate for the Ombudsman for Children’s Office. Concerns about professional conduct should be raised with the teacher’s employer, usually the Board of Management or relevant Education and Training Board, or with the Teaching Council where appropriate.

Child protection and welfare concerns

If you are worried about the welfare or protection of a child, you should continue to contact Tusla and/or An Garda Síochána, as these are the agencies tasked with investigating child protection concerns.