|
Step One |
Informal Discussions
Informal and private attempts at
resolution or reconciliation between the parties
concerned. If the matter is resolved, no further action
is needed. |
|
Step Two |
Formal Discussions
Formal discussions held and a
record kept. Others may be involved for support or as
informal mediators. If resolved, no further action.
The board of the school is kept
informed of progress. |
|
Step Three |
Formal Mediation
Agreed mediator listens to both
sides and documents points of agreement and
disagreement. Seeks reconciliation or a solution
acceptable to both. If agreement is reached, no further
action.
The board of the school is kept
informed of progress.
|
|
Step Four |
External Arbitration
Through
the courts in civil matters, or the Industrial Relations
Commission in staffing matters. The solution is no
longer in the hands of the disputants |
Key Principles – Complaint Handling
With thanks to Association of Independent Schools
of Western Australia
The key principles
that should be considered in the handling of complaints
are:
- The school is open to the concerns of parents and
pupils
- Complaints are received in a positive manner
- Parents and pupils can expect to be taken seriously
and can approach any member of staff about their
concerns
- Information about complaints is clear and readily
available
- Concerns are dealt with speedily and those who have
raised them are kept informed about progress
- It is not acceptable for pupils to receive adverse
treatment because they or their parents have raised a
complaint
- Clear confidential files and a log are kept
- Confidentiality is respected and maintained so far
as is possible
- Resolution of the matter is sought
- Staff training covers the handling of complaints
If a concern or complaint is dealt
with seriously and sensitively at an early stage, it is
likely to have a satisfactory outcome. Having a good
complaints procedure will also reflect positively on the
ethos and values of the schooll.
