Rationale
While
Amesbury School is focused on providing the best possible service to students
and community, there will be occasions when the school’s practices do not meet
certain standards or expectations, and a parent, student or others may wish to
complain. Managing complaints appropriately, using fair and consistent
practices, is an important aspect of the school’s operations, and, by being
open, provides an opportunity for the school to review its practices and
improve them when necessary.
Relationships
are central. The way the school deals with complaints will influence whether
relationships are built and strengthened; or whether negative feeling prevails.
This policy
links with the partnering document developed with the school community which
describes our shared understandings about how we work together in the best
interests of the students and the community in general.
Purpose
To provide clear
procedures that enable staff, management and Board to utilize the best possible
practices when addressing complaints and to ensure that all relevant
legislation and employment contracts are abided by.
Principles:
- Receiving a complaint provides an
opportunity for self-review.
- The process should be honoring and
respectful of all those involved.
- The purpose is to find solutions not to
apportion blame. The problem is the problem. The person is not the
problem.
- In the first instance, complaints are
always best addressed face to face (kanohi ki kanohi) than via a written
form.
- Small issues escalate into big problems
over time when they are not dealt with.
Procedures:
Level 1: Initial Concern
1. In
the first instance, parents are encouraged to discuss any concerns they may
have regarding their child’s education with the person concerned. They are
encouraged to make an appointment to ensure a mutually acceptable time outside
of normal classroom hours. All complaints should be expressed and received in an
open and honouring manner. Due to the openness of the staff member, parents
should leave feeling listened to and with some certainty that the issue will be
addressed. An action plan should be agreed upon.
2. Quick
progress on the action plan should follow. At an appropriate juncture, there
should be a follow up meeting with the parent to discuss progress to date. This
should be arranged prior to the end of the first meeting. These meetings should
continue until all parties are satisfied with the outcomes. Senior leaders
should be informed of all complaints.
3. If
a parent approaches a Board member with a complaint at this level (ie. not
having raised it previously with the appropriate staff member), the Board
member will direct that person to the appropriate staff member and will offer
to assist them to make that contact, if necessary.
Level 2: Ongoing concern or complaint regarding principal
4. If
the issue is not resolved to either party’s satisfaction, the next step is for
the complainant to make an appointment to speak
with a Hub leader or the principal. Again, if a Board member is approached,
he/she will direct the complainant to the appropriate person, offering to help
with the approach if necessary. The Trustee may informally let the principal
know of the issue even if the complainant declines to proceed. Trustees only
approach the principal with complaints, they do not approach staff members.
5. If
the complaint is directed at the principal then a member of the Board of
Trustees should be approached. It needs to be noted that at this point in time,
this is not a formal complaint but the Trustee will try to resolve the problem
with the parties concerned. The procedures outlined in one and two above should
be followed.
Level 3: Still unresolved/complaints of serious misconduct
6. If
the matter remains unresolved, or if the matter is an allegation of serious
misconduct, the next step is for a formal written complaint to be sent to the
Board of Trustees’ Chairperson. The Chairperson will inform the principal of
receipt of the complaint and have the complaint put on the agenda of the next
Board meeting unless it is urgent in which case a special meeting may be
called. The complaint will be acknowledged in writing within three days of
receipt.
7. In
the meantime, the principal and Chair will investigate the matter to ensure
that all relevant information is received and all parties have the opportunity
to respond in full to the complaint. If the complaint is against the principal,
the Chair will identify other Board members to assist with the investigation.
It is likely that the Board of Trustees will seek direction from New Zealand
School Trustees Association or other relevant agencies to ensure that they
follow procedures that align with all legislation and collective contracts and
best practice.
8. When
all relevant information has been received, the Board will consider the
complaint in committee and determine a course of action. The Board’s decision
should be forwarded to the relevant parties in writing as well as being
delivered in person.
9.
Conclusion:Relationships
are central. In the case of complaints, the school will follow procedures that
honour people and recognise the importance of maintaining productive and caring
relationships.
Reviewed by the Board and approval minuted: Date: 25 June 2014
Category: NAG 3
Ref No: 3.2.3
Review date: June
2015
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