Procedure for Concerns and Complaints (updated 2017)
From time to time you may have concerns about something happening with your child at school. Perhaps you are worried about their academic progress, or how they are getting along with their classmates. It could be that your child is reluctant to go to school. Or something has happened to your child that you need to bring to the schools attention. Perhaps the school has dealt with something to do with your child that you need more information about.
If you have concerns, what should you do? What steps should you take?
An excellent starting point is to get to know, and talk to, your child’s teacher. Establishment of a rapport with the teacher often makes resolving the odd little problem that may arise easier for you both. Pop in and say hello before school, or try to catch them after school. Please be aware that teachers can be very busy at the start of school, getting ready for the day ahead, so don’t be offended if they can’t chat to you for too long! They may suggest making an interview time.
If you have a concern:
- Stay calm!
- Talk to the class teacher. Discuss your concerns. Write down what was agreed during your conversation.
- If you feel your concern has not been addressed to your satisfaction, make an appointment to see either the syndicate (team) leader, a DP, or the principal. Thiscan be done through the school office.
- Every effort will be made to address your concerns promptly, and to communicate with you about actions taken.
Making a Complaint:
- If you have serious concerns, you should make a formal written complaint, addressing your letter or email to the principal.
- In all cases where a staff member receives the complaint, the staff member will forward it to the principal.
- If your complaint concerns the principal, write to the Board Chair.
- Where a formal written complaint has been made, you will receive a prompt written acknowledgement from a senior staff member, or from the Board Chair. It may detail action or actions taken or to be taken regarding the complaint. If the complaint is of a complex nature then further feedback will be given when possible.
- Any feedback about complaints will be given in a timely fashion – the minimum will be a phone call or a talk with the person dealing with the complaint. This will be followed up in writing.
- If you are dissatisfied with the handling of the complaint, you should write to the Chair of the Board of Trustees.
- Documentation regarding all serious complaints will be kept on file.
Some handy hints:
- Act early. Don’t let things drift along. If there is a problem or a concern, we need to know.
- Write things down. This gives a record of what was said, when it was said, and what was agreed.
- Remember that the principal is just a phone call or email away. Ph 534 9848, or email firstname.lastname@example.org.