Purpose: To provide an accessible grievance (complaint) mechanism for parents/guardians that promotes the early resolution of issues through consultation, co-operation and discussion.
Context: It is acknowledged that occasionally parents/guardians may have cause to make a complaint about an issue of concern in relation to their child’s education.
The Principal and staff of OLSH Darra Primary School are committed to resolving issues raised by parents/guardians in a prompt, positive and open manner.
Policy: Complaints may be received, either verbally or in writing, by any member of the teaching staff.
When making a complaint, it is in the best interest of complaint resolution for parents/guardians to deliver their complaint in a non-threatening and non-abusive manner, use objective language, clearly state all details of their complaint and advise on what outcome they are seeking from their complaint. Teaching staff may refuse to acknowledge or address complaints if not presented in this manner.
Generally, complaints regarding specific issues in relation to a particular child’s education should be discussed with the child’s classroom teacher. However, matters related to the school more generally, including issues of school policy, should be discussed with the Principal.
It is the aim of the school to resolve complaints at the first point of contact with a staff member. If a complaint is not resolved at this point, the matter may be escalated to a higher authority (i.e. from teacher to Principal) for resolution.
The Principal has final responsibility for the management of all complaints that relate to school management issues under his/her jurisdiction. In exercising this responsibility, the Principal may make a determination on the issue, address the complaint through resolution strategies such as mediation, take no further action or refer the matter to external agencies.
Complaints referred to the Principal will be responded to as soon as possible and no later than 21 days of the date on which the Principal receives the complaint.