An Early Resolution of Issues
Effective as of 23 August 2007
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, using objective language, clearly stating all details of their complaint and advising on what outcome they are seeking for 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 (ie from teacher to principal) for resolution.
The Principal has final responsibility for the management of all complaints that relate to school management issues under their jurisdiction. In exercising this responsibility, the Principal may make a determination on the issue, addressing the complaint through resolution strategies such as mediation, take no further action or refer the matter to external agencies.
It is acknowledges 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 St Joseph's Primary School are committed to resolving the issues raised by parents/guardians in a prompt, positive and open manner.
Complaints referred to the Principal will be responded to as soon as is possible and no later than 21 days from the date on which the Principal receives the matter.