Your child’s classroom educator is the first point of contact for all classroom‑related questions or concerns. They can help with classroom expectations, curriculum, student progress, assignments, behaviour, and day‑to‑day communication.
We're Here to Help
The Student and Family Support Office provides families with an additional pathway to receive timely help with complex questions or concerns related to their child’s education. Based on provincial direction, the office supports families when matters cannot be resolved at the school level and/or through our existing Steps to Addressing Questions & Concerns process.
Before Contacting the Student and Family Support Office: Steps to Address Questions & Concerns
The Durham Catholic District School Board (DCDSB) strongly believes that open, respectful, two‑way communication is foundational to student success. For this reason, questions or concerns should be addressed at the level closest to the issue whenever possible.
Parents and guardians with questions or concerns about school-based matters should follow the steps below.
Step 2: Principal/Vice-Principal
If concerns remain unresolved, extend beyond the classroom, or you require more information, contact your school principal or vice‑principal.
They can support with:
- School programs and initiatives
- Safety and behaviour
- Student registration or placement
- Discipline
- School operations
View our school listing webpage for contact details.
If the matter is not resolved at the school, families may request a referral to their Family of Schools Superintendent, or another member of Senior Administration, including the Human Rights & Equity Advisor.
Find your Family of Schools Superintendent.
Step 4: Chief Executive Officer
If the question or concern is not resolved at the senior administration level, the individual may request that the matter be referred to the Chief Executive Officer. As the board's senior official on operational matters, the decision/response of the Chief Executive Officer will be final.
Board Questions or Concerns
Questions or concerns relating to board matters should be directed to the appropriate board department.
Transportation Questions
Durham Student Transportation Services (DSTS) is responsible for ensuring safe and efficient transportation to and from school for eligible students in accordance with policy.
If you are looking for stop and time information please contact DSTS 24 hour automated information line at 1-866-908-6578 or 905-666-6979. For any other questions, please complete the DSTS website form.
- DSTS Office Hours: 7:30 a.m - 5:00 p.m Monday to Friday (Closed on Fridays in July and August)
- Phone: 905-666-6395
- Fax Line: 905-666-6320
- Website: http://dsts.on.ca/
Matters Managed Through Other Processes
Some concerns, particularly those involving human rights matters, are handled through dedicated, confidential processes. While the Student and Family Support Office does not manage these files, staff can guide families on where to begin.
When to Contact the Student and Family Support Office
You may contact the Student and Family Support Office after completing the above steps, or if:
- Your concern is complex and requires support beyond the school level
- You need help navigating who to speak with
- You require guidance connecting to the appropriate department (i.e., Special Education, School Admissions, Facilities Services, etc.)
The Student and Family Support Office provides:
- Assistance in understanding escalation pathways
- Help connecting you with your Superintendent
- Direction to specialized departments
How the Student and Family Support Office Works
To initiate support, families complete an online support request form. Once submitted:
- You will receive a confirmation email and case number
- Note: staff will review inquiries with assigned case numbers only
- The office will acknowledge inquiries within two (2) business days and aims to respond within five (5) business days, consistent with provincial expectations
If families require help with the form or accessibility support, Student and Family Support Office staff can assist.
Contact the Student and Family Support Office
All information shared with the Student and Family Support Office will be kept confidential and used only for the purpose of addressing your inquiry. Access to identifiable information is limited to authorized staff who need it to provide support. All information is stored in secure systems in accordance with the Education Act and the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), which govern how school boards collect, use, and disclose personal information.
View our Privacy Policy for further information.
Contact Us
To access support from the Student and Family Support Office, families must first complete the online support request form.
If you do not have access to a computer, have accessibility needs, or require additional support, please contact the Student and Family Support Office, and a staff member will be happy to assist you.
Office Hours: Monday to Friday, 8:15 a.m. – 4:30 p.m.
Form: Student and Family Support Office Request Form
Phone: (905) 576-0094
Email: SupportOffice@dcdsb.ca