Governance is how we organise and prioritise our people and resources to make decisions, create opportunity, manage risk, remain accountable and drive performance to achieve our purpose.
Customer complaints management
The department is committed to managing customer complaints in a way that is accountable, transparent, timely, fair and compatible with human rights. Complaints provide valuable insights into our service delivery and decision-making processes, offering opportunities for continuous improvement.
In accordance with our Customer Complaints Management Framework, policy and procedure, we aim to resolve customer complaints as quickly as possible at the point where the complaint is received. We actively monitor the implementation of our complaints management approach and continuously review and refine data collection methods to ensure consistency and accuracy.
From 1 July 2025, the department implemented a revised approach to complaints reporting for customer complaints, human rights complaints and Victims' Charter Rights complaints. This new approach provides greater insights into complaint outcomes, streamlines reporting for interrelated complaints processes and better aligns with approaches used by other large agencies. As a result, 2025–26 complaint outcome data is not comparable with previous reporting periods.
Looking ahead to 2026–27 and beyond, we will develop additional resources to further support regional and corporate staff and schools to enhance their complaints management practices.
Further information about
customer complaints is available.
Human rights
We are committed to sustaining a culture that protects and promotes human rights. In 2025–26 we furthered the objectives of the
Human Rights Act 2019 (Qld) by:
- developing an Introduction to human rights online training program to strengthen staff understanding of human rights obligations and support the application of this knowledge in daily work and decision making
- reviewing human rights guidance within our Mandatory All-Staff Training program and Management Foundations Training program
- delivering training to deepen staff human rights capability and understanding, facilitated by the Queensland Human Rights Commission
- strengthening human rights guidance in various departmental policies and procedures to provide clear and consistent decision-making guidance
- developing tailored human rights impact assessment templates to support deeper understanding of complex human rights topics and support decision makers to give proper consideration to human rights
- delivering a communications campaign across schools, regions and divisions to promote Human Rights Week
- reviewing internal or external research requests to ensure compatibility with Human Rights prior to approval process.
Human rights complaints
As a large service delivery agency, our decisions shape the future of young Queenslanders and provide opportunities every day to protect and promote human rights for staff, students and the community.
During the reporting period, we received 1,738 human rights complaints with 257 assessed as incompatible with human rights (either in full, or in part).
All human rights complaints were managed in accordance with our complaints policies and procedures. A range of remedies were used to address human rights complaints, including providing further explanation, apologising, reviewing policies, procedures or practices, or other remedies appropriate to the complaint.
Charter of Victims' Rights complaints
We are committed to supporting and upholding the rights of victims of violent crime (including domestic and family violence) through our response to managing Charter of Victims' Rights (Victims' Charter) complaints.
During the reporting period, we focused on strengthening awareness and understanding of Victims' Charter complaints requirements across the department to ensure victim-centred and trauma-informed approaches to these complaints.
During 2025–26, the department received 32
Victims' Charter complaints. Detailed information about these complaints is available.
Information systems and recordkeeping
The department, as a public authority under the
Public Records Act 2023 (Qld), is required to create and maintain public records that accurately document its actions, decisions and the matters that inform or contextualise them. The department must ensure the safekeeping and preservation of public records, with any disposal carried out in accordance with a current disposal authorisation approved by Queensland State Archives.
The department's information and record keeping policies, procedures and standards outline the requirements and responsibilities for establishing and maintaining full and accurate records of its operations. These resources are aligned with Queensland Government's Enterprise Architecture policies, standards and best practice guidelines, including the records governance policy, information security policy (IS18) and metadata management principles.
Comprehensive training programs support the department's compliance with information systems and recordkeeping requirements. These include general information privacy, information security, recordkeeping and right to information modules in the Keys to Managing Information online learning course, a specific Records Management for Schools training course for school staff, as well as records management modules within the Mandatory All-Staff Training program.
In addition to these training programs, the Enterprise Information Services team provides further support to schools through:
- face-to-face or online learning sessions
- onsite advice on managing physical and digital records
- guidance on handling disaster-damaged records
- transitioning permanent value records to Queensland State Archives.
During 2025–26, the department continued to strengthen information security through a range of initiatives, including:
- launching the new Information Management, Privacy and Security Policy, consolidating existing policies to streamline and enhance the department's approach to information governance. The new policy establishes clear mandatory requirements for effective information management, robust privacy protection and strengthened information security
- delivering privacy awareness training to 670 staff to support the management of confidential and personal information, address breaches, handle complaints and ensure compliance with privacy obligations
- enhancing privacy procedures to establish clearer responsibilities and reporting lines for managing privacy data breaches and complaints, including new notification obligations under the Mandatory Notification of Data Breaches scheme.
Under the information and cyber security policy (IS18), the Director-General is required to prepare and endorse an annual information security return. This return attests to the department's information security posture and the compliance of its information security management system.
During the mandatory annual information security reporting process, the Director-General attested to the appropriateness of the information security risk management within the department to the Queensland Government Chief Information Security Officer, noting that appropriate assurance activities have been undertaken to inform this opinion and the department information security risk position.
Risk management
We are committed to balancing risk with opportunity to achieve high-quality outcomes for children, students, our workforce and Queensland communities.
The department's Enterprise Risk Management Framework (ERMF) is a structured approach to identifying, assessing and treating risk based on the department's risk appetite within the context of our operating environment. The framework supports staff to better understand risk and be more confident in applying it to their daily work and decision making.
Risk management information was reported quarterly to our Executive Leadership Team (ELT), Audit and Risk Management Committee (ARMC) and enterprise risk groups to support the delivery of good governance and accountable decision making, as required under the Financial and Performance Management Standard 2019 (Qld).
Our enterprise risk management policy supports the department's approach to risk management as set out in the ERMF and is compliant with the Australian Standard on risk management—guidelines (AS/NZS ISO 31000:2018). Our enterprise risk management procedure sets out a consistent approach for managing risk at an enterprise level across the department.
In 2025–26, we strengthened our risk management approach and processes by:
- updating the enterprise risk management policy suite and supporting resources to promote best practice
- implementing a new enterprise risk management system to support risk-based decision making.
Further information including the
ERMF, policy and procedure, is available at.
Further information on the
ARMC,
ELT and strategic governance groups is available.
Business continuity management
Effective recovery from disruptive events enables the safe return of staff and students to teaching and learning.
The Continuity, disaster and emergency management framework and Continuity, disaster and emergency management policy outline our approach to managing risks related to disruptive events across the prevention, preparedness, response and recovery management phases.
Our business continuity management approach is focused on minimising the impact of disruptive events on our critical objectives and effectively supporting the continuation of, and return to, normal operations.
In 2025–26, we developed a Fuel Supply Disruption Response Plan to address potential impacts on fuel supply. The plan provides guidance to central office, regions, schools, early childhood services and the arts sector to ensure continuity of services, with a priority focus on minimising any impacts on student learning.
Audit and Risk Management Committee
The ARMC provides independent advice to the Director-General to help fulfil their responsibilities under the
Financial Accountability Act 2009 (Qld).
The ARMC met 5 times in the financial year and considered all audit recommendations by the Queensland Audit Office (QAO) in line with its terms of reference.
A full list of QAO audits relevant to the department is included under the heading external oversight.
Information on the ARMC's role, functions, membership, remuneration and achievements is included in the table below:
| Functions | The ARMC provides independent audit and risk management advice to the Director-General, as a requirement under section 35 of the Financial and Performance Management Standard 2019 (Qld) |
|---|
| Achievements | - Reviewed and endorsed the department's financial statements for 2024–25.
- Noted the Chief Finance Officer Statement of Assurance for 2024–25.
- Endorsed the Mid-Year Review of the 6+6 Month Audit Plan 2025–26 in November 2025 and March 2026.
- Reviewed and endorsed the Internal Audit Charter and monitored Internal Audit's performance measures during the year.
- Reviewed progress on implementation of actions from the external gap analysis against the new Global Internal Audit Standards.
- Retained oversight of the implementation status of overdue audit actions from Internal Audit and QAO reports.
- Reviewed and maintained oversight of key risks to the department.
- Reviewed and endorsed the department's Information Security Annual Return and the supporting external assurance review, as well as monitored the department's progress towards implementing the Information Security Management System recommendations and actions.
- Attended various meetings with stakeholders during the year including meeting with new departmental executives.
- Recruited and inducted a new Chair and external member to the committee
|
|---|
Remuneration
| Helen Moore, Chair (1 July–31 December 2025) | 3 | $18,000 pa | $9,000 pa |
| Inma Beaumont, Chair (from 1 January 2026) | 2 | $18,000 pa | $9,000 pa |
| Marie Kavanagh, Member | 5 | $12,000 pa | $12,000 pa |
| Shaun Conroy, Member | 3 | $12,000 pa | $12,000 pa |
| Inma Beaumont, Member (1 July–31 December 2025) | 3 | $12,000 pa | $6,000 pa |
| Mark Fenton, Member | 5 | $12,000 pa | $12,000 pa |
| Sandra McCullagh, Member | 2 | $12,000 pa | $6,000 pa |
Notes:
- Number of scheduled meetings/sessions: 5
- Total out of pocket expenses: $0
Internal audit
Internal Audit plays a critical role in strengthening the department's ability to create, protect and sustain value. By providing independent, risk-based, and objective assurance, advice, and insights, it enhances confidence in the department's governance, risk management and control processes while driving improved business performance.
Internal Audit is guided by a 6+6 Month Audit Plan that aligns with the Global Internal Audit Standards (GIAS) and the
Financial Accountability Act 2009 (Qld). The plan incorporates key enterprise and strategic risks and is reviewed and endorsed by the ARMC and approved by the Director-General.
Throughout the year, the ARMC oversees the operations of Internal Audit, monitoring its performance against established measures and ensuring compliance with the GIAS.
During 2025–26, Internal Audit finalised:
- 327 school audits, including follow-up audits
- 11 business, operational, information systems and performance audits
- 9 payroll verifications.
A fresh start for school reviews
From 2014 to 2025, Queensland state schools received a review at least once every 4 years. At the end of the 2025 school year, school reviews were paused to allow the department to consult with stakeholders to shape the future of reviews in Queensland state schools.
Initial consultation in 2025 found teachers and school leaders valued school reviews, but identified opportunities for:
- implementing more precise, focused, targeted and differentiated reviews tailored to each school's needs
- clearly identifying next steps for improvement in review reports
- reducing the workload on staff leading into a review.
As a first step in response to this feedback, the department has piloted insights reviews with behaviour as the first focus area. The model is being refined through stakeholder consultation and feedback from the pilot.
Insights reviews (behaviour) pilot
Insights reviews (behaviour) align with the department's focus on delivering safe and disciplined learning environments as the foundation for excellence in our schools.
These reviews are a component of how the department is building better behaviour and are designed to provide evidence-based insights for schools to strengthen systems and practices that enhance student behaviour, engagement, wellbeing and learning. Review actions will also consider reducing red tape and building the capability of leaders and staff to enact evidence-informed strategies.
Insights reviews (behaviour) will also guide the department in targeting resources and differentiated support to where they will have the greatest impact.
Pilot reviews were undertaken through 1-day school visits by multidisciplinary teams with expertise in areas such as positive behaviour practices, student engagement and multi-tiered systems of support. Findings from the pilot will inform the final insights review (behaviour) process.
More information about
insights reviews (behaviour) is available.
External oversight
The department was subject to several external reviews that provided independent advice, assurance and observations of our performance to our customers, stakeholders and the community. The following agencies produced reports relevant to the department.
Queensland Family and Child Commission
In 2026, the Queensland Family and Child Commission (QFCC) released the Queensland Child Rights Report 2025. The report details issues identified by the QFCC in their statutory role of promoting and protecting the rights and wellbeing of children in Queensland.
The department remains committed to ensuring all children, including those facing the greatest disadvantage, are safe, supported and able to thrive. This commitment extends to young people involved with youth justice, a particularly vulnerable group highlighted in the report.
Commission of Inquiry
The Commission of Inquiry into Queensland's Child Safety System commenced on 1 July 2025 and concluded on 21 May 2026, led by The Honourable Paul Anastassiou KC. Its focus was identifying systemic issues and opportunities to improve outcomes for children, carers and families. The commission submitted its final report to the Queensland Government on 22 May 2026. The department remains committed to working in partnership with other agencies to improve outcomes for children and young people who come into contact with the child safety system.
Child Death Review Board
In December 2024, The Honourable Deb Frecklington MP requested that the Child Death Review Board undertake a review under section 29I of the
Queensland Family and Child Commission Act 2014 (Qld) in response to systemic issues across the early childhood, education and care sector, police services and the blue card system. The resulting report,
In Plain Sight: Review into System Responses to Child Sexual Abuse, was delivered in December 2025 and makes 28 recommendations focused on enhancing the protection of children.
The department is committed to the safety of students and children and continues to work in partnership with other agencies to strengthen child and student protection in early childhood education and care services and schools.
Queensland Audit Office
The following
Queensland Audit Office reports released in 2025–26 include findings and recommendations applicable to the department:
- Report 2: 2025–26: Managing the ethical risks of artificial intelligence.
- Report 3: 2025–26: 2025 Status of Auditor-General's recommendations.
- Report 4: 2025–26: Supporting industry development.
- Report 5: 2025–26: Attracting and retaining teachers in regional and remote Queensland.
- Report 6: 2025–26: Information systems 2025.
- Report 11: 2025–26: State entities 2025.
- Report 13: 2025–26: Managing third-party cyber security risks.
- Report 15: 2025–26: Education 2025.
Further information on the status of
Auditor-General recommendations (Report 3) is available.
Report 2 recommended that all public sector entities implement ethical risk assessment processes for artificial intelligence (AI) systems in use or under development to more comprehensively identify and manage ethical risks.
The department has initiated a program of work to support the pragmatic, sustainable, safe and ethical adoption of AI. This program will deliver a suite of AI frameworks, tools and processes, including guidelines, training, policies, AI evaluation and decision-making tools, as well as AI assurance and monitoring tools. Additionally, the program will establish operational governance structures and committees to oversee AI implementation.
Report 4 recommended that all public sector entities align grant processes with government objectives and enhance public transparency by reviewing commercial-in-confidence classifications to identify information that can be published post-project delivery.
The department is committed to robust grant management processes. Grant programs align with government objectives and include assessment processes to ensure applications are managed fairly, transparently and consistently. Grant teams also regularly review commercial-in-confidence information. Detailed grant and funding information is publicly available through the Queensland Government Investment Portal.
Report 5 made recommendations for the department to enhance its understanding of current and future workforce needs and challenges, implement strategies to attract and retain teachers, and enhance central support for regional and remote schools.
The department is developing a comprehensive workforce strategy, improving monitoring and governance, and streamlining teacher recruitment and mobility processes. It is also strengthening support for early career teachers and Permission to Teach teachers, while reviewing current attraction and retention incentive programs.
Report 6 highlighted information security recommendations from QAO report 11: 2023–24: State entities, encouraging all public sector entities to take further action. The department acknowledges the QAO recommendations regarding information technology controls and as part of the Cyber Security Plan 2024–2028, the department is strengthening its cyber security posture.
Report 11 highlighted a range of recommendations from previous reports, encouraging all public sector entities to take further action. Reports include:
- Report 11: 2023–24 State entities.
- Report 14: 2021–22 State entities.
- Report 13: 2020–21 State entities.
The department upholds the highest standards of public expenditure, endeavours to provide financial statements in a timely manner, and maintains strong procurement and payroll practices. The department's ARMC monitors the implementation of audit recommendations from both QAO and Internal Audit reports.
Report 13 recommended that all public sector entities update their identity and access management controls, ensure monitoring and alert systems effectively detect and flag suspicious user activity, and review and update IT policies and procedures to provide clear guidance on identifying, assessing and monitoring third-party cyber security risks, as well as developing mitigation controls. The report also recommended that all public sector entities identify supply chain and third-party cyber security risks, assess their impact and likelihood, ensure mitigation controls are effective, and strengthen procurement and contract management practices to better manage these risks.
The department is committed to strengthening cyber security and is actively implementing a range of measures to enhance its cyber security posture. These measures include:
- Implementing a formal Threat and Risk Assessment process supported by a coordinated, department-wide approach to ICT procurement governance.
- Continuing to work with the Department of Customer Services, Open Data and Small and Family Business in established forums to share information on managing cyber security risks, including third-party cyber security risks.
Report 15 made no new recommendations, instead drawing all public sector entities' attention to recommendations from previous years to improve processes for managing cyber security risks associated with services provided by third parties.
The department has well-established processes in place to assess the suitability of third-party IT providers in managing cyber security risks when departmental data is stored or used outside the departmental network in both corporate and school environments.
Statutory bodies and portfolio entities
The department supports Queensland Government bodies and entities, including boards and committees. Statutory bodies report directly to the Minister and prepare their own annual reports. Further information is published in the department's
government bodies report.
Open data
Several reporting requirements for the department are published online on the
Queensland Government's Open Data portal in lieu of inclusion in this report, including overseas travel consultancies expenditure, Queensland Language Services Policy and Charter of Victims' Rights complaints.