Providing a consistent framework will ensure a clear process for resolving any concerns or complaints for all concerned.
To represent the rights of all individuals concerned, child, school employee, parent/caregiver, Principal and Board of Trustees members
To provide a clear and consistent, transparent process
As far as practicable, resolve any issues quickly and with the minimum of disruption, to the satisfaction of all parties.
Classroom Complaints Flow Chart
In most cases this is the procedure expected to be applied.
- Contact teacher (or person concerned)
- Inform them of the problem
- Arrange a meeting and discuss (problem can be verbal or written)
- Teacher will set follow up date if necessary.
After follow up session, if still unresolved, parent meets with the appropriate team leader to discuss concern.
If not resolved, the concern must be put in writing to the Principal. The concern will be referred to the employee concerned for a reply, again in writing. The Principal will decide what action, if any, to take and this will be communicated in writing to both parties.
If not resolved, the matter will be referred by either party to the Board of Trustees who will decide what further action, if any is required. The Board may conduct its own investigation of the matter.
Any complaint regarding the Principal shall be addressed in writing to the Board of Trustees. The Chairperson of the Board will address the complaint by arranging a meeting with the Principal. The Chairperson will decide what action, if any, to take (including organising a joint meeting) and will this will be communicated in writing to both parties.
- The teacher will be involved and kept informed after step 1.
- At each step, date and data will be recorded (this can be seen at any time, by any party).
- If the complaint is external to the school community, or of a serious nature, the matter will be referred to the Principal.
- If a complaint is directed in the first instance to the Board of Trustees, the Board will refer the matter to the Principal, unless the matter is one which is properly addressed by the Board. Complaints regarding the management of the school and its day to day operation should be directed to the Principal in the first instance. If a complainant is not satisfied with the Principal’s handling of the complaint, they may escalate their complaint, in writing, to the Board.
- Any member of the Board of Trustees who is personally interested in a complaint shall take no part in any discussion or decisions regarding the matter, and must withdraw from any Board meeting while the matter is discussed. They may submit a statement on the matter. However, a Board member who is party to a complaint may participate in the resolution process on the same basis as any complainant is entitled to do.
- Complaints regarding the governance of the school, its budget, strategic direction or policies should be directed to the Chairperson of the Board of Trustees in writing. The Board will give due consideration to all complaints received and will decide on what action, if any, should be taken.
- All written complaints will be acknowledged and a summary of the outcome provided by the Principal or Board of Trustees.
- Questions relating to competence, conduct and/or discipline will be handled as outlined in Part 10 of the Primary Teachers Collective Agreement.
Approved by the Board of Trustees: Term 2, 2017
Review date: Term 2, 2020