Guidelines for Complaints

Guidelines for Informal Complaints

We encourage open communication and prefer that parents come to us to talk through a problem rather than discuss it in the community. These are recommended guidelines for parents making informal complaints. 

1.   Discuss the issue with the right person. 

o  If the matter is a general issue, discuss it with the person concerned or a member of the management team or the principal.

o  If you have a complaint about a staff member, contact them and discuss the matter. We ask that parents make this direct approach as soon as possible. Be prepared to make a time to discuss your complaint if the staff member is unable to talk with you straight away. Be open to listening to the other side of the story. If you do not wish to approach the person concerned, contact the principal who will talk with the staff member.

o  If you have a complaint about one of our students, contact the class teacher or the principal to discuss the matter.

o  If the matter concerns the principal and you have not first resolved it by discussion, or you feel uncomfortable directly approaching the principal, contact the board  presiding member.

o  If the matter concerns a board member, contact the  presiding member, or another board member if it concerns the presiding member.

If you complain to a board member, you will be encouraged to resolve the issue with the guidelines above, and the board member will inform the principal and board  presiding member 

2.   Work towards a resolution. 

o  In most cases, constructive discussion will resolve the issue. 

o  If you are unhappy with the outcome of your initial meeting, contact the principal or the board  presiding member to discuss further. They will consider and respond to the complaint as appropriate.

If an informal meeting does not resolve your concern or complaint, you can make a formal complaint.

If a staff member is the complainant (including complaints about colleagues), the same procedure must be followed, commencing with an initial discussion with the people concerned to try to resolve matters.

Guidelines for Formal Complaints

If an informal meeting does not resolve your concern or complaint, you can make a formal complaint. 

In the interests of fairness, any formal complaint or serious allegation must be made in writing and resolved in a timely fashion. All parties should respect confidentiality.

Follow this process:

Complainant

1. Put your concerns in writing, either as a signed letter or an email. Give as many details as possible, including details of efforts that have been made to resolve the issue. Include names and contact phone numbers. 

 2. Send the letter marked Confidential to the school principal or, if the complaint is about the principal, to the presiding member c/o Gorge Road School 

Principal (if complaint is about a staff member)

3. Acknowledge receipt of the complaint in writing or by email to the complainant. Give a copy of the complaint to the staff member concerned. 

Inform the Presiding Member of the board. 

Board presiding member (if complaint is about the principal)

4. Acknowledge receipt of the complaint in writing or by email to the complainant. Give a copy of the complaint to the principal.

When a formal complaint is received, the school may choose to investigate it if deemed sufficiently serious. Not all complaints require an investigation but all written complaints should be disclosed to the staff concerned at the earliest opportunity. 

Relevant collective employment agreement provisions for dealing with complaints and discipline must be observed including allowing representation of staff at any meeting to discuss a written complaint. 

Investigate a Formal Complaint or Serious Allegation

When a formal, written complaint is received, the school may choose to investigate it if it is deemed sufficiently serious. Not all complaints require an investigation but all complaints should be disclosed to the staff concerned at the earliest opportunity.

Relevant collective employment agreement provisions for dealing with complaints and discipline must be observed including allowing representation of staff at any meeting to discuss a written complaint. All parties are supported as appropriate.

The School Trustees Association or legal counsel should be contacted for advice before proceeding to investigate. Consult with external agencies as appropriate (e.g. Child, Youth and Family and/or police) to ensure any actions do not undermine other investigations.

The school will not use settlement agreements where these are contrary to a culture of child protection.

If the complaint is against the principal, the principal should not take part in the investigation. Anyone with a conflict of interest should take no part in an investigation.

Mediation

If at any time the Gorge Road School Board deems that a concern or complaint is deemed unresolved.  The Board may choose to involve a mediator to take further steps to come to a satisfactory resolution.  Both the complainant/s and the Gorge Road School Board must agree to mediation for that step to be taken. 

Concern/Complaint Regarding the Principal

1.     The complainant shall contact the Principal and arrange a suitable time for a meeting. 

       The concern/complaint should be clearly identified.

2.     The Principal will summarise the concern/complaint verbally. When agreed upon, a written record of the concern/complaint is documented by the Principal.

3.     An action plan will be agreed upon and documented.

4.     An action plan can include a time commitment and steps put in place to resolve concern/complaint.

5.     The document is to be signed and dated by both the complainant and the Principal. At the conclusion of the meeting a copy of the document is kept by both parties.

6.     The Principal is to give a copy of the document to the Board  presiding member only. This will be kept confidential.

7.     The Principal will file their copy in their confidential files once the concern/complaint is resolved.

8.     If unresolved the parent/caregiver is to put the concern/complaint in writing to the  presiding member.

9.     The Board will meet ‘In Committee’ to discuss the letter with another Principal or STA member present at the meeting for assistance.

         The Principal will not be present.

         The complainant will receive a letter regarding what action has been put in place and what further action is to be taken. The Principal will also receive a copy of this letter.

Concern/Complaint Regarding the Board

All concerns/complaints are to be directed in writing to the presiding member. If the concern/complaint is regarding the  presiding member it is to be directed to the Principal.

Staff Member’s concern/complaint regarding children/parents/caregivers.

1.         The teacher/staff member is to approach the Principal with the concern/complaint. 

2.         This will be documented, signed and dated by both the teacher/staff member and the Principal.

3.         The Principal is to deal with the concern/complaint.

4.         If the teacher/staff member feels the concern/complaint has not been dealt with satisfactorily then the Board of Trustees is to receive the complaint/concern in writing.

5.         The Board will reply to the letter as soon as possible after contacting the NZSTA regional member for guidance.