Procedure: Complaints
1. Complaints are best settled as quickly and as informally as possible. The school has an Open Door Policy to encourage open lines of communication and it is therefore expected that in most instances this will happen.
2. All formal complaints need to be in writing, signed by the complainants and must be submitted to the Principal. In the event of a complaint against the Principal, the complaint will be submitted to the Chairperson of the Board of Trustees.
3. All formal complaints will be acknowledged in writing.
4. The receipt of a formal complaint will be noted on the Complaints Record Sheet.
5. If necessary, a sub-committee will be established to investigate the complaint.
6. A date will be set for a hearing – where possible this will be within one week of receipt of the complaint.
7. All relevant information will be gathered, so that both sides' views are heard.
8. If a meeting is necessary, the complainant and person/people complained against will be informed of the date and time of the meeting and their right to have a support person/group with them.
9. Outside agencies will be asked for advice in any situation where the Board of Trustees is unsure of how to resolve the issues.
10. All proceedings will be documented.
11. A decision will be reached.
12. The interested parties will be provided with a response giving the outcome of the complaints procedure. If the complaint involves a staff member, a record will be kept on the staff member's personal file, if appropriate.
Click on the link to access the flow diagram.
Complaints procedure document flowcharts.doc
