COMPLAINT RESOLUTION POLICY

• Our school prides itself on clear, consultative and open communication with staff parents and children.
• There may, however, still be times when members of the school community disagree or are confused about the things that we are doing.
• Positive, clear and effective processes for resolving complaints between the school and community members assist in the building of strong relationships, dispel anxiety, and ultimately provide students with an enhanced learning environment.

While we accept our responsibility to consult, and to communicate both clearly and effectively with the community, community members also have an obligation to read notices and newsletters, to attend briefings, and to seek clarification when required. ·
The established process, as outlined below, will be followed to resolve complaints:

• Try to establish the facts as clearly as you possibly can and be wary of hearsay.
• If the matter involves your child or an issue of everyday class operation, make an appointment to see their classroom teacher, detailing the reasons for the appointment.
• An appointment should be made with the Principal to discuss issues involving school policy, operations beyond your child's classroom, concerns about staff, or complaints that are probably not easily resolved.
• The Principal will advise the concerned community member about the relevant documentation as stated in the Schools of the Future Reference Guide.
• Parents and Friends Association and School Council are not conduits for community complaints. 'In principle' support may be sought but specific complaints shall be referred to the Principal or the School Council President.
• All grievances are to be kept as confidential as possible.
• Community members may be accompanied by another person, in a support role, at appointments to resolve grievances.
• All formal discussions and processes involving complaints will be documented.
• The Principal will provide community members with appropriate departmental contact names and numbers if complaints can not be resolved at the school level.