Student Support Services & Inclusion Escalation Pathway

When a child needs additional support — academic, behavioural, wellbeing, disability-related or incident-related — schools MUST follow the Victorian Department of Education inclusion and support policies. This flowchart explains when to request SSS involvement, how to escalate delays, and what schools are required to do under official guidance.

Step 1 – Classroom Supports & Adjustments
Teachers must implement reasonable adjustments (environmental, instructional, behavioural) and document what works or does not work. Required by: Students with Disability Policy and Student Engagement Policy.
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Step 2 – Request SSG (Student Support Group) Meeting
Parents may request an SSG at ANY time — the school must respond. The SSG coordinates adjustments, specialist referrals, and consistent support planning.
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Step 3 – School Requests Student Support Services (SSS)
SSS (psychologists, speech pathologists, social workers) are available to ALL Victorian government schools. Schools must prioritise referrals based on need. Parents can request a referral through the SSG.

View SSS Guidance →
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Step 4 – Inclusion Team / Behaviour Support Review
For escalating behaviour, chronic disengagement, or emerging disability needs, the school’s Inclusion Leader / Assistant Principal must review supports and update plans. This includes: • Behaviour Support Plans • Safety/Behaviour Risk Assessments • Individual Education Plans (where applicable)
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Step 5 – Regional SSS Team / Koorie Education Support / Disability Inclusion
When the school cannot meet the child’s needs, or there are delays in SSS allocation, the Principal may consult the regional Inclusion Team or escalate for additional specialist input.

Find Your Regional Office →
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Step 6 – Escalation for Delays, Safety Issues, or Unmet Needs
Parents may escalate if: • SSS referral is delayed with no explanation • Adjustments are not implemented • Safety or behaviour risks increase • A child with disability is not receiving mandatory supports

Lodge a formal complaint →

What the School MUST Provide (Department Requirements)

  • A documented record of all adjustments (required by the Students With Disability Policy)
  • A Behaviour Support Plan if behaviour affects learning or safety
  • A Safety/Behaviour Risk Assessment for high-risk behaviours
  • One consistent plan shared by all teachers (not multiple versions)
  • Parent involvement in decision-making (SSG model)
  • Timely communication after incidents (expected same-day)
Learn About SSS Support →

Escalation Pathways Beyond the School

If concerns are not resolved at the school, Victorian parents can escalate to the SEIL, the Regional Office, the Department of Education Complaints Team, and ultimately the Ombudsman (after internal processes are complete). This flowchart explains who handles what, when escalation is appropriate, and what documentation is required.

1. SEIL (Senior Education Improvement Leader)
Each principal is supervised by a SEIL. The SEIL supports problem-solving when a school cannot resolve a concern. They can request documentation, review school processes, and ensure policies were followed.

Find your regional office →
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2. Area/Regional Office – School & Student Support Division
If the issue is serious, ongoing, or unresolved, the Regional Office can intervene. Regions handle: • disability adjustments not being implemented • repeated suspensions • duty of care/safety concerns • unlawful processes • delays accessing Student Support Services • discrimination concerns
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3. Department of Education – Complaints & Investigations
If the school AND region have not resolved the issue, parents may lodge a formal complaint with the Department’s statewide team. They investigate: • breaches of policy • failure to provide adjustments • procedural unfairness • duty of care failures • discrimination issues

Lodge a department complaint →
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4. Victorian Ombudsman
The Ombudsman is the final escalation pathway. IMPORTANT: They require parents to complete the school + regional + DET complaints pathway FIRST. The Ombudsman reviews: • unfair treatment • administrative failures • unreasonable decisions • failure to act in line with legislation

Visit Ombudsman Victoria →

What You Need Before Escalating

  • Copies of suspension letters, behaviour plans, risk assessments
  • Emails showing attempts to resolve the issue at school level
  • Meeting notes (SSG or principal meetings)
  • A timeline of events (regions and DET require this)
  • Evidence that adjustments were not applied or monitored
  • Records of SSS delays (if relevant)

Regional Office Contacts (Verified)

View all regional office locations →

Each regional office includes: Area Executive Director, Student Support Services, Inclusion and Wellbeing, and School Improvement teams.