Concerns and complaints

ConcernsComplaintsFlowchart.pdf

FORMAL COMPLAINTS

If your concerns have not been resolved, or for more serious matters, you can make a formal complaint.

Formal complaints may be about an employee of the school, a parent or caregiver, a student, or any matter within the school's responsibility.

In the interests of fairness, any formal complaint or serious allegation must be made in writing and resolved as quickly as possible given the details and the steps that need to be considered.

All parties should respect confidentiality, including avoiding the use of social media to promote a point of view.

To make a complaint:

Put your specific complaint(s) in writing with as many facts and details as possible, including the names of people involved and dates of events, together with any steps you have taken to resolve the matter and your preferred contact details.

The letter or email should be marked "confidential" and sent to:

Contact details for the principal, board chair, and deputy chair are available at the school office or online.

When your complaint is received:

The principal, board chair, or deputy chair will check that your complaint has come to the correct person and then send you an acknowledgement of receipt, usually within a week. You may be asked for further details about your complaint, to assist in determining the appropriate investigation process.

The principal (if the complaint is about a staff member, student, parent or caregiver, or other member of the school community) will:

The board chair (if the complaint is about the principal) will:

The deputy chair (if the complaint is about the chair) will:

Subject to the privacy of the person or people concerned, we will keep you informed about the process and the expected timeframe for any investigation, and will provide you with written confirmation when the matter is concluded.

Relevant collective employment agreement provisions for dealing with complaints about staff members must be observed, including protecting the staff member's dignity and mana, advising them of their right to seek support and representation before responding to complaints, and giving them a reasonable opportunity to take that advice.

Investigation process

Your views are important to us, and all complaints are taken seriously. However not all complaints will require a formal investigation. In determining whether a formal investigation may be required, the principal, board chair, and/or board may consider any preliminary response from the person the complaint is about, and any action the school has taken previously, including meetings and correspondence. There may be other processes which can more constructively address general concerns, opinions, and views about the school.

See Investigate a Formal Complaint or Serious Allegation.

A full documentary record of any formal complaint is completed and stored confidentially in a secure location.

Release history: Term 1 2019, Term 1 2017

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Last scheduled review

Last internal review

Term 3 2018

Topic type

Core Generic





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