Complaint Policy

WHOLE SCHOOL POLICIES

Complaint Policy

Rationale

ACG schools shall endeavour to have a fair and supportive environment where students, parents/caregivers or any other relevant third parties can raise issues and ultimately register complaints and feel confident that any issues will be addressed in a fair and professional manner, and that organisational learning will occur to prevent any repetition of unsatisfactory procedures or responses. Complaints dealt with under this policy are most likely to concern decisions, actions or procedures of a School that have caused concern to parents or stakeholders.

Aims

To ensure that: • a complaints procedure exists to expedite the prompt, fair and professional resolution of complaints • appropriate organisational learning, reflection and change occurs as a result • procedures preserve the confidentiality and privacy of persons involved, and are based on the principles of natural justice.

Guidelines

1. Any issues should normally be considered and addressed as part of the normal day to day interaction between parents and a

School. Only in extreme cases where such dialogue fails to satisfy the parent should this process be required. 2. All complaints (which should preferably be made in writing) must outline clearly the details of the complaint being made and the name/s of the persons involved. 3. The complaint shall be investigated, usually by separate discussion with the complainant and any relevant employees or third parties. At all times, the investigator shall carry out the investigation in accordance with appropriate legal principles. 4. The investigator will be the Principal or delegated senior staff member, unless the complaint involves the Principal or is of such magnitude to require more senior attention where the CEO, or nominated deputy, may be the investigator. 5. If an Employee’s conduct could potentially require the use of the Company’s Policy #306 Investigation Discipline, then that process may be instigated, and may run in parallel, if deemed appropriate. 6. The Principal or senior staff member investigating the complaint may interview other person/s who may be able to provide a firsthand account or independent assessment of matters relevant to the complaint. 7. A written record of all interviews and discussions between relevant parties shall be kept. 8. There shall be early consultation with all parties wherever possible. 9. If it is considered necessary to refer the matter to the Police and/or outside agencies, this shall normally be done only after consultation with parents/guardians, and then only with the knowledge of the Principal. 10. Any outcome, including any recommended actions, will be documented and communicated as appropriate, and will include the identification of the individual accountable for implementation and a target date and review date advised. 11. All new staff shall be made aware of this policy through the induction process.