an apology, expression of regret or admission of to change its decision to change its policies, procedures or practice to cancel a debt (such as for school payments) a fee refund The remedy will be implemented as soon as practicable. Complaint Dismissed A complaint can only be dismissed: After it has been investigated If an investigation has determined that the complaint cannot be substantiated or If on investigation and explanation, the complainant withdraws the complaint An explanation will be given to the complainant of why the complaint has been dismissed. Complaint Unresolved A complaint is considered to be unresolved if the complainant does not agree on a course of action and/or remedy, or if remedy cannot be implemented. In such cases, Kingsville must involve the Department’s Regional Office to assist in resolving the complaint. It may not be possible to fully resolve all complaints to the complainant's satisfaction. This may happen if the complainant has unreasonable expectations or if the Department’s policies or regulations are contrary to their views. Anonymous Complaints Kingsville Primary School is required to investigate all complaints. However, staff may not be able to fully investigate a complaint if they cannot effectively liaise with the complainant. Furthermore, anonymous complaints raise issues of natural justice for respondents who have a right to know particulars of the allegations made against them. The Principal should determine the extent to which an anonymous complaint received by the school shall be investigated. If the anonymous complaint involves the Principal the Department’s Regional Director should make the decision whether it is to be investigated. Complaints or Concerns about the Principal In the first instance, the Parent is encouraged to raise the matter with the Principal. If the Parent feels unable to do this, or is unsatisfied with the Principal response, then the Parent should raise the matter with the regional office. Unreasonable Complainant Conduct The Principal can determine if a complainant's conduct is unreasonable. Unreasonable complainant conduct is behaviour that: Is clearly and significantly outside the expectations of confidentiality, cooperation, courtesy and respect Calls for staff resources and time unjustified by the nature or significance of the complaint Is vexatious (that is, an action or complaint that is brought without merit, often to cause annoyance to another person) Is orientated towards conflict.
an apology, expression of regret or admission of to change its decision to change its policies, procedures or practice to cancel a debt (such as for school payments) a fee refund The remedy will be implemented as soon as practicable. Complaint Dismissed A complaint can only be dismissed: After it has been investigated If an investigation has determined that the complaint cannot be substantiated or If on investigation and explanation, the complainant withdraws the complaint An explanation will be given to the complainant of why the complaint has been dismissed. Complaint Unresolved A complaint is considered to be unresolved if the complainant does not agree on a course of action and/or remedy, or if remedy cannot be implemented. In such cases, Kingsville must involve the Department’s Regional Office to assist in resolving the complaint. It may not be possible to fully resolve all complaints to the complainant's satisfaction. This may happen if the complainant has unreasonable expectations or if the Department’s policies or regulations are contrary to their views. Anonymous Complaints Kingsville Primary School is required to investigate all complaints. However, staff may not be able to fully investigate a complaint if they cannot effectively liaise with the complainant. Furthermore, anonymous complaints raise issues of natural justice for respondents who have a right to know particulars of the allegations made against them. The Principal should determine the extent to which an anonymous complaint received by the school shall be investigated. If the anonymous complaint involves the Principal the Department’s Regional Director should make the decision whether it is to be investigated. Complaints or Concerns about the Principal In the first instance, the Parent is encouraged to raise the matter with the Principal. If the Parent feels unable to do this, or is unsatisfied with the Principal response, then the Parent should raise the matter with the regional office. Unreasonable Complainant Conduct The Principal can determine if a complainant's conduct is unreasonable. Unreasonable complainant conduct is behaviour that: Is clearly and significantly outside the expectations of confidentiality, cooperation, courtesy and respect Calls for staff resources and time unjustified by the nature or significance of the complaint Is vexatious (that is, an action or complaint that is brought without merit, often to cause annoyance to another person) Is orientated towards conflict.
complaints_and_parent_concerns_policy.docx