The Grange P-12 College

 Raising Concerns and Complaints.

Definition of key terms:

The Grange P-12 College believes that concerns and complaints are best addressed by students, parents, teachers, principals and education support staff working in partnerships.

Parents’ concerns and complaints most commonly relate to the educational or other progress of their child, to the management of an incident between students or the implementation of school policy.

A ‘concern’ refers to an issue which is raised informally in order to improve or change a situation.

A ‘complaint’ is an expression of grievance where the complainant is seeking justice.

The school will endeavour to address all concerns and complaints in a courteous, efficient, fair and timely manner. The confidentiality of all parties involved will be maintained. When resolving an issue the school will strive to achieve an outcome that is acceptable to all parties. Both the school and parents/guardians are expected to act in good faith and in a calm and respectful manner.

Types of Concerns and Complaints

These procedures cover concerns and complaints relating to the following aspects of school:

• General issues of student behaviour that are contrary to the school’s code of conduct
• Incidents of bullying or harassment
• Learning programs, assessment and reporting of student learning
• Communication with parents
• School fees and payments
• General administrative issues

*Specific procedures for rights of review or appeal for expulsions, complaints about employee conduct, student critical incidents and other criminal matters are detailed in the Victorian Government Schools Reference Guide.

School Expectations and Responsibilities of the parent with the concern or complaint.

The school expects a person raising a concern or complaint to:

• Do so promptly, as soon as possible after an issue occurs
• Provide complete and factual information
• Maintain and respect the privacy and confidentiality of all parties
• Acknowledge the importance of achieving an outcome acceptable to all parties
• Act in a calm and courteous manner
• Show respect and understanding of different points of views
• Recognise that all parties have rights and responsibilities which must be balanced.

In response to a raised concern or complaint the school will address parents:

• Courteously
• Efficiently
• Fairly
• Promptly – within an agreed realistic timeframe
• In accordance with due process and the Department’s regulatory frameworks.

 Raising Concerns or Complaints:

If a parent/caregiver has a concern or complaint it is best raised with the school before seeking advice of the Department of Education and Early Childhood Development.

Schools are very complex organisations; all parents/caregivers are strongly advised to ring the school and ask for the most appropriate staff member in regards to the concern or complaint that needs to be addressed. School personnel will attempt to return telephone calls as soon as possible. If appropriate, a letter can also be placed in the student diary addressed to the most appropriate staff member. If the concern cannot be addressed readily over the telephone, an appointment time that suits both the work commitments of school personnel and the parent/caregiver will be arranged.

The following are guidelines for parents and carers:

Procedures for the school addressing concerns and complaints:

All parents/caregivers are strongly advised to ring the school and ask for the most appropriate staff member in regards to the concern or complaint that needs to be addressed. The school personnel will attempt to return telephone calls as soon as possible upon receiving the message (there will be exceptional circumstances when this may not occur e.g. staff illness). If the concern cannot be addressed readily over the telephone, an appointment time that suits both the work commitment of school personnel and the parent/caregiver will be arranged.

It is important for parents/caregivers to note that The Grange P-12 College is a large organisation of over 1900 students and for this reason ringing the school or making pre arranged appointments is a more effective manner of dealing with a concern. All parents/caregivers are required to ring ahead to make appointments. This planned approach will avoid delays and frustration in waiting for staff members who may not be available due to teaching and organisational commitments.

Upon receiving the complaint the staff member will provide a timeframe for investigating the complaint. The school will make every attempt to resolve a concern or complaint as quickly as possible. However, there are times when the complaint may involve many students and a range of issues; in these situations the school may require more time to investigate and resolve the matter.

There may be times when the school might need to take advice from the Department’s regional office. This may take more time and the investigating staff member will inform the complainant of the new timeline.

Resolutions:

In the situation where The Grange P-12 College is able to substantiate in whole or part a concern or complaint, the school will offer an appropriate resolution. This may take the form of:

• an explanation about the issue
• mediation, counselling or other support
• an apology or expression of regret
• changing a previously made decision
• reviewing a school policy or practice
• refunding a fee.

The school should always be the first point of contact and The Grange P-12 College is confident that most problems can be resolved by discussing the issue with the appropriate school personnel.

In circumstances when both parties have actively tried to resolve the issue and the matter remains unresolved a parent/caregiver can contact the Western Region Community Liaison officer (9291 6500) who will assist both parties to find a solution.

LINKS TO ASSOCIATED COLLEGE & DEECD POLICIES:

This policy should be read in conjunction with the following:

• DEECD’s Addressing  parents’ concerns and complaints effectively: policy and guides.
  • The Grange P-12 College Internet Acceptable Use Policy
  • The Grange P-12 College Anti Harassment & Bullying Policy
  • The Grange P-12 College Sexual Harassment Policy
  • The Grange P-12 College Student Engagement Policy