​​Procedure for Dealing with Complaints

(Please note that this procedural document works in alignment with the Brisbane Catholic Education: Student, Parent and Guardian Complaints Management Policy. Further information about the BCE Policy and Procedures can be found at this link.)

All complaints are handled through a process of: receiving and recording the complaint or concern on the school complaints register, assessing the concern/issue, resolving the issue at the appropriate level, communicating the outcomes of the concern and closing the concern/issue. It is understood that a re-occurrence of the concern following this process will result in a further process.

• We operate under the principle of subsidiarity. This means that every endeavor should be made to resolve the concerns or reach an agreement on how they will be addressed at the level where they occur i.e. a simple classroom matter should be addressed to the classroom teacher.
• If a parent is concerned about an issue regarding their child, they should contact the child's teacher, as soon as possible, to make a mutually suitable time to discuss their concerns.
• If a member of staff has concerns regarding a child, the staff member should make contact with the child's parents and/or the Principal, as soon as possible, in accordance with the procedures described in the Our Lady of the Sacred Heart Behaviour Management Policy.
• Matters concerning serious allegations of harm should be directed to the Principal immediately.
• If there are unresolved concerns and the Principal has not been involved in discussions, then it is imperative that he/she is informed. The Principal will then work with parties toward a mutually satisfactory way forward. All parties are encouraged to work together towards resolution in a timely manner.
• If however the matter is still unresolved, then the Principal will inform the appropriate staff from Brisbane Catholic Education Centre who will assist in developing a course of action. This person would be the Senior Leader – School Operations or the Senior Leader – Learning and Identity.
• In situations where a child tells a parent about an issue involving another child, the parent should proceed as outlined above. It is not acceptable at any time for the parent of one child to address an issue from school, with a child/parent of another family.

Guidelines when addressing a grievance:

• Focus on the issue, not the person.
• Confidentiality is paramount.
• Stay calm when talking through your concern/issue/complaint even if this means bringing a support person to just be with you.
• You should explain: who was involved, what happened, and any other relevant details.
• It is inevitable, based on our humanity that conflict will arise. Constructive conflict helps everyone to learn, grow and change for the better. Where both parties agree to seek a positive resolution, positive outcomes are likely to result.
• Remember that there are always two (or three) sides to the story. It is recognised that many of us have different perceptions of the same reality. Miscommunication is the number one cause of conflict.
• If you have an issue to discuss with the teacher and/or the Principal, make an appointment to speak about/discuss this issue on behalf of your family only. If another parent has a similar issue to discuss, that parent will need to make a separate time to speak with the teacher/principal.
• Negative gossip is wrong and never resolves anything.
• The rights, responsibilities and expectations articulated in Our Lady of the Sacred Heart School Behaviour and Anti-Bullying policies are upheld and adhered to.
• At times a series of meetings may be necessary to resolve an issue.
• Allow reasonable time for an issue to be resolved.
• Every endeavour will be made to solve grievances at a local level.
• Recording of issues will be undertaken when grievances are brought forward. Main points raised will be summarised and confirmed to be accurate and then an assessment will be made and a resolution planned and communicated.
• If a complaint is made against a person, that person will be informed of the nature and content of the complaint and have the right to respond. No one will be victimised as the result of taking out a formal grievance.
• It is not appropriate to contact/email a teacher or staff member with a concern or grievance on the weekend or on their holidays. During the working week, it is usually reasonable to expect a response/acknowledgement within 48 hours.
• While the attempt will always be made to promptly initiate a response and resolve complaints, the time required to resolve a complaint will depend on the nature and complexity of the complaint, as well as employee availability.

What if I have a specific problem/question that needs to be addressed?

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