internal complaints procedures

The school has written procedures for how it will:

• deal with complaints towards the school or IB programme(s)

• deal with students’ requests for appeals against IB programme decisions taken by the school

• ensure that procedures are made available to all students.

The complaints policy must include the procedures for how the school will deal with complaints towards the IB programme, but this may be a general policy used for all parent or guardian or student complaints and does not need to specifically mention the IB. Most schools will already have developed and communicated expectations and identified steps for students and parents or guardians who have a complaint or want to appeal a school decision. Schools which do not have an internal complaints procedure must implement one. 

In this document, schools must also describe how they inform parents or legal guardians and students about the internal complaints procedure, and how they make sure that it is available to, and known by, all students.