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Complaints Information for Parents Little Yarra Steiner School (LYSS) welcomes suggestions and comments from parents and takes seriously complaints and concerns that may be raised. This leaflet will show you how to use our complaints system. A complaint will be treated as an expression of genuine dissatisfaction that needs a response. We wish to ensure that:
"How should I complain?" This will depend on what the matter is about. · If the issue is with another parent, you should firstly try to speak with the other parent. If you have tried this and are not happy with the outcome, or if you feel you cannot speak with the other parent, you should then speak with the class teacher/class guardian. If, after this you are still unhappy with the response, you should then contact the College of Teachers. When you contact the school, ask to speak to someone who can deal with complaints. Be as clear as possible about what is troubling you. · If the issue relates to a child, speak firstly to the class teacher/class guardian. If, after this you are still unhappy with the response, you should then contact the College of Teachers. When you contact the school, ask to speak to someone who can deal with complaints. Be as clear as possible about what is troubling you. · If the issue is about the conduct of a teacher or staff member, speak firstly with the individual concerned. If you have tried this and are not happy with the outcome, or if you feel you cannot speak with the teacher, you should then speak with the class teacher/class guardian. If, after this you are still unhappy with the response, you should then contact the College of Teachers. When you contact the school, ask to speak to someone who can deal with complaints. Be as clear as possible about what is troubling you. · If the issue is about school facilities or procedures, speak firstly to the class teacher/class guardian. If, after this you are still unhappy with the response, you should then contact the College of Teachers. When you contact the school, ask to speak to someone who can deal with complaints. Be as clear as possible about what is troubling you.
If the issue is not resolved after following these guidelines, the school will implement our Grievance Procedures. They involve both informal (conciliation and mediation), and formal (Dispute Panel) processes and guarantee a result in a specified timeframe. You can find out more about these processes by asking for a copy of the Grievance Procedures from the office at school.
"I don't want to complain as such, but there is something bothering me" The school is here for you and your child, and we want to hear your views and your ideas. Contact a member of staff, as described above.
"I am not sure whether to complain or not" If as parents you have concerns, you are entitled to raise them. If in doubt, you should contact the school, as we are here to help.
"What will happen next?" If you raise something face-to-face or by telephone, it may be possible to resolve the matter immediately and to your satisfaction. If you have made a complaint or suggestion in writing, we will contact you within five working days, to respond to your concerns and explain how we propose to proceed. In many circumstances, the person you contact will need to discuss the matter with a representative from the College of Teachers and consider it further before responding. We have a thorough Grievance Procedure which will be followed. It is fair and objective and aims to resolve issues as quickly and sensitively as possible. A copy is available for you to have upon request – just ask at the office. You will be given a date by which time you will receive a response. "What happens about confidentiality?" Your complaint or concern will be treated in a confidential manner and with respect. Knowledge of it will be limited to the person dealing with the issue and those directly involved in the process. It is the school's policy that complaints made by parents should not rebound adversely on their children. We cannot entirely rule out the need to make third parties outside the school aware of the complaint and possibly also the identity of those involved. This would only be likely to happen where, for example, a child's safety was at risk, or independent advice was needed, or it become necessary to refer matters to the Police. You would be fully informed in any case. While information relating to specific complaints will be kept confidentially on file, we would point out that anonymous complaints might not be pursued if we need to clarify any or all of the issue as we will not know who to contact to do this. Action, which needed to be taken under staff disciplinary procedures as a result of complaints, would be handled confidentially within the school and according to the Grievance Procedure Guidelines.
"What if I am not satisfied with the outcome?" The process we have to resolve complaints is thorough and fair. It involves a number of informal and formal procedures that consider all parties involved, legislation, and issues of wellbeing, health and safety. We would hope that you will feel satisfied with the outcome, or at least that your concerns have been fully and fairly considered. Once all these processes have been exhausted, all parties involved no longer have a right to internal appeal (unless on the grounds of procedural fairness). You are still able to pursue the matter externally if you wish.
Please remember that the school recognises and acknowledges your entitlement to complain and we hope to work with you in the best interests of the children and young people in our care.
For more information please contact the Office at LYSS on 59671953.
Authors: Shane Spence, Mathew Cunnane Date:10th May 2006 Due for Review: 10th May 2008
Document Updated: 17/09/2008 |