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Complaints and Appeals Procedures

Tel. 00962 6 5810027 - 00962 6 5816861 - Fax: 00962 6 5816860 - P.O. Box: 950553 - Amman 11195, Jordan e-mail: admin@mas.edu.jo - www.mas.edu.jo

The International Baccalaureate aims to develop inquiring, knowledgeable, and caring young people who help to create a better and more peaceful world through intercultural understanding and respect. To this end, the organization works with schools, governments and international organizations to develop challenging programmes of international education and rigorous assessment. These programmes encourage learners across the world to become active, compassionate and lifelong learners, who understand that other people, with their differences, can also be right.

MAS Vision Statement

The Vision of the Modern American School in Amman is to nurture lifelong learners and global thinkers to become responsible citizens with leadership qualities and universal values while instilling pride in one’s cultural identity.

MAS Mission Statement

The Mission of the Modern American School is to provide learners with an engaging and challenging blended learning environment within a diverse community. The school focuses on international programs, caters to learners’ well-being, fosters international-mindedness, and offers various opportunities and experiences that contribute to learners’ growth.

Introduction

This document outlines the comprehensive complaints and appeals procedures established by Modern American School to ensure fairness, transparency, and accountability in addressing concerns raised by parents/guardians and learners. It serves as a guide for navigating the complaint process and understanding the available avenues for appeal. The school recognizes the importance of open communication and a collaborative approach to resolving issues. These procedures are designed to provide a structured framework for addressing grievances and promoting a positive learning environment for all members of the school community.

IB learner profile

The aim of all IB programmes is to develop internationally minded people who, recognizing their common humanity and shared guardianship of the planet, help to create a better and more peaceful world.

It needs to be highlighted that although the profile describes the IB learner attributes, we understand it is a profile that applies to the whole school community, our students and teachers.

As IB learners we strive to be:

Inquirers – We nurture our curiosity, developing skills for inquiry and research. We know how to learn independently and with others. We learn with enthusiasm and sustain our love of learning throughout life.

Knowledgeable – We develop and use conceptual understanding, exploring knowledge across a range of disciplines. We engage with issues and ideas that have local and global significance.

Thinkers – We use critical and creative thinking skills to analyze and take responsible action on complex problems. We exercise initiative in making reasoned, ethical decisions.

Communicators – We express ourselves confidently and creatively in more than one language and in many ways. We collaborate effectively, listening carefully to the perspectives of other individuals and groups.

Principled – We act with integrity and honesty, a strong sense of fairness and justice, and respect for the dignity and rights of people everywhere. We take responsibility for our

actions and their consequences.

Open-minded – We critically appreciate our own cultures and personal histories, as well as the values and traditions of others. We seek and evaluate a range of points of view, and we are willing to grow from the experience.

Caring—We show empathy, compassion, and respect. We are committed to service and act to make a positive difference in the lives of others and in the world around us.

Risk-takers – We approach uncertainty with forethought and determination; we work independently and cooperatively to explore new ideas and innovative strategies. We are resourceful and resilient in the face of challenges and change.

Balanced – We understand the importance of balancing different aspects of our lives –intellectual, physical, and emotional – to achieve well-being for ourselves and others.

Reflective We thoughtfully consider the world and our ideas and experiences. We work to understand our strengths and weaknesses to support our learning and personal development.

Purpose of Complaints and Appeals Procedures

These procedures are designed to provide a fair and transparent process for addressing concerns raised by learners or parents/guardians regarding the school's operations, policies, or decisions. They aim to:

o Ensure accountability: By establishing clear procedures for handling complaints, the school demonstrates its commitment to being accountable for its actions and decisions.

o Promote a culture of transparency: Open and transparent procedures build trust between the school and its community by providing a clear pathway for voicing concerns and receiving responses.

o Provide a mechanism for resolving disputes: These procedures offer a structured framework for addressing complaints effectively and fairly, aiming to find mutually acceptable solutions.

o Promote continuous improvement: By analyzing complaints and appeals, the school can identify areas for improvement and enhance its policies

Scope of Procedures

These procedures apply to all complaints and appeals about the school’s policies, practices, and decisions affecting learners and parents/guardians. They encompass a wide range of issues, including but not limited to academic, disciplinary, service-related, and discriminatory matters. Specifically, these procedures cover complaints and appeals regarding:

• Academic decisions, such as grading, course selection, and assessment policies.

• Disciplinary actions, including suspension, expulsion, and other disciplinary measures.

• School services and facilities, such as transportation, food services, and accessibility.

• Discrimination or harassment based on any protected characteristic, including race, religion, gender, and disability.

It is important to note that these procedures do not apply to personal grievances between individuals, which should be addressed through other channels, such as mediation or conflict resolution.

Principles Underlying Procedures

The school operates in accordance with local laws and regulations and IB requirements concerning learning, teaching and assessment, and ensures students and their parents/legal guardians are informed about the formal requirements and any changes that have been made to them.

The school understands that there might occur occasions when students and parents/legal guardians would like to raise concerns or submit complaints they would like to be resolved. In such cases the school will attempt to resolve the issue internally, following the rules stipulated in this Complaints procedure.

The school promotes a friendly and open atmosphere of mutual understanding and cooperation, and respects each other’s differing views. All members of the school community are entitled to have their points of view properly heard and considered. Therefore, we take all concerns and complaints seriously, and we believe that many of them can be resolved in an informal manner, between the individuals involved, and through constructive discussion as early in the process as possible. However, if this is not possible, the school will make every effort to hear and resolve your questions, concerns, or complaints. It is crucial that an effective partnership is maintained at all times between the school and students’ parents/legal guardians.

Many issues can be resolved informally by contacting the coordinator or the head of the school without using the formal stages of the complaint procedure outlined below.

- A concern is understood as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought.’

-A formal complaint is defined as ‘an expression of dissatisfaction however made, about school policies or procedures, the conduct, the standards of teaching and learning, the delivery of the Program, and actions taken or a lack of action or omissions of members of the school staff.’

-An appeal may be defined as ‘a request for the review of a decision or action taken.’

Any concern or complaint will be taken seriously, formally or informally, and the relevant procedure will be followed.

The school's complaints and appeals procedures are built upon the following fundamental principles, ensuring a fair and transparent process for all parties involved:

• Fairness and Impartiality: All complaints and appeals will be handled fairly and impartially, without bias or prejudice. This includes providing equal opportunity for all parties to present their case and have their concerns addressed.

• Transparency and Openness: The procedures are transparent and open to all learners and parents/guardians. Information about the process, including timelines and outcomes, will be communicated clearly and promptly.

• Respect for All: The procedures promote a culture of respect for all school community members. All parties involved will be treated with dignity and courtesy, regardless of their position or the nature of the complaint.

• Confidentiality: The school will maintain the confidentiality of all parties involved in complaints and appeals, except where disclosure is required by law or is necessary to ensure a fair and impartial investigation.

Informal Resolution of Complaints

Initial Contact

The first step in addressing a complaint is an informal resolution. Parents, guardians, or learners are encouraged to contact as follows:

• A concern related to subject teaching (e.g. IB content or assessment) should be discussed with the subject teacher first.

• A concern about course placement or assignment should be discussed with the IBDP coordinator.

• A concern about courses or subjects offered by the school and the scheduling of teaching hours should be discussed with the IBDP coordinator.

• Any other concerns should be directed to the IBDP Coordinator or the Head of school. This initial contact should be made in person, by phone, or through email, and the goal should be open communication and a mutual understanding of the issue.

Meeting and Discussion

If needed a meeting should be scheduled to discuss the complaint further. This meeting should involve all parties, including the learner, parent/guardian, and relevant staff members. This meeting aims to understand the complaint, identify any possible misunderstandings, and explore potential solutions.

Collaborative Resolution

During the meeting, the parties involved should work collaboratively to find a mutually acceptable solution. This may involve adjusting expectations, modifying school policies, or implementing strategies to address the concern. The goal is to reach a resolution that addresses the complaint and improves the situation for all parties.

Submitting a Formal Complaint

If informal resolution efforts are unsuccessful or not appropriate for the situation, the complainant can proceed with submitting a formal complaint. This procedure outlines the steps involved in making a formal complaint to the school.

• Written Complaint: The complaint must be submitted in writing and should include name and contact details (email address, phone number), a clear and concise statement of the complaint, the date(s) of the incident(s) in question, and any relevant supporting documentation or evidence.

• Designated Contact: The complaint should be addressed to the Student Affairs office, which is the designated contact for handling formal complaints.

The school acknowledges that the complaint process can be challenging, and they are committed to providing support and guidance to complainants throughout the process.

Note: In the event that a student or parent wishes to appeal a grade/grades awarded by the IB after the issue of results, the appeals process outlined in “General Regulations: Diploma Programme” (see the link General Regulations: Diploma Programme) is to be followed.

Formal Complaints Procedure

Complaint Submission

A formal complaint must be submitted in writing, outlining the specific nature of the concern, the relevant dates and details, and the desired resolution. Parents/guardians and learners can submit complaints by sending a formal letter to Student Affairs, ensuring clarity and completeness.

Acknowledgement & Review

Upon receiving a formal complaint, the school administration will acknowledge receipt within a reasonable time frame, typically within 2-3 business days. The complaint will then be reviewed by an assigned team, ensuring objectivity and fairness in the process.

Investigation

The assigned team will thoroughly investigate, gathering relevant information through interviews, document reviews, and other appropriate means. This step aims to understand all perspectives, gather evidence, and determine the validity of the complaint.

Formal Response

Following the investigation, the school administration will provide a written response to the complainants, outlining the findings, any corrective actions taken, and a clear timeline for resolving the issue. The response will be delivered within a reasonable timeframe, typically within 10-15 business days.

Responding to Formal Complaints

If the complaint is upheld, the response will detail the actions the school will take to address the issue and prevent similar occurrences in the future. This may involve implementing new policies or procedures, providing training to staff, or taking disciplinary action against individuals involved.

If the complaint is not upheld, the response will explain the reasons for the decision, highlighting the evidence considered and why the school believes the complaint was not substantiated. The response will also inform the complainant of their right to appeal the decision if they remain dissatisfied.

The school will strive to ensure that all responses are clear, concise, and written in a language easily understood by the complainant. While the school will make every effort to resolve complaints fairly and effectively, it may not always be possible to satisfy all parties completely. The school will, however, be transparent in its decision-making process and open to dialogue with all involved parties.

Appeals Process

If you are not satisfied with the outcome of the complaint investigation, you may file an appeal in writing to the school director to review the complaint. The school director will organize a panel hearing for your case within 14 working days. Your complaint will be reviewed by a panel consisting of members of the school community who are not directly involved in the matters detailed in the complaint. You may be accompanied by a support person to a panel hearing (e.g. a parent/legal guardian of the student who filed a complaint), if you wish.

A written record of the process will be kept. The panel will produce a written report including findings of the hearing and a final resolution. The school director and the complainant are given a copy of the written report. This is the final stage of the internal complaints procedure at the school.

In case of requests for inquiries upon results, appeals, and other assessment decisions, students and parents/legal guardians can contact their IBDP coordinator, who will help with questions and concerns related to IB assessment.

There is a separate procedure for dealing with re-marking of Diploma Programme coursework. All requests for the re-marking of candidates’ work or appeals against examination results or other assessment decisions must follow the procedures outlined in

the Diploma Programme assessment procedures and the General Regulations: Diploma Programme. Requests for re-marking must be made by the IBDP coordinator, who can also register students for retakes and will assist with any assessment issues.

Communicating Appeal Outcomes

If the appeal is successful, the school will implement the Appeals Committee's recommendations. This may involve reversing the original decision, modifying the decision, or taking other appropriate actions. The school will provide clear and timely information about the steps it will take to implement the decision. If the appeal is unsuccessful, the written communication will explain why the Appeals Committee upheld the original decision. The learner, parent/guardian, and the school administration will be informed of their right to pursue further recourse if they remain dissatisfied with the outcome of the appeal.

The Appeals Committee will strive to communicate the appeal's outcome clearly, concisely, and respectfully, ensuring that all parties involved understand the decision and its rationale. The school acknowledges the emotional impact that a complaint or appeal process can have on individuals and aims to ensure that communication is handled with sensitivity and empathy

The concerns or complaints that will not be accepted

• Any complaints regarding specific rules, principles, and regulations which are the requirements of the IB.

• Any complaints regarding the requirements of the programme.

• Any complaints regarding deadlines specified in the school calendar of deadlines for IBDP assessments and communicated to students at the beginning of the Diploma Programme.

• Any complaints regarding refusal to accept a student’s work if submitted after the school deadline.

Confidentiality and Record-Keeping

All complaints and appeals will be treated with the utmost confidentiality. The identities of individuals involved will be protected, and information shared only on a need-to-know basis. This ensures a fair and impartial process, while protecting the privacy of all parties. Any personal information collected during the complaint or appeal process will be securely stored and used only for the purpose of addressing the complaint or appeal. The school will maintain a comprehensive record of all complaints and appeals, including the date received, the nature of the complaint, the steps taken to address the complaint, and the outcome of the complaint or appeal. This record will be used for monitoring and reviewing the complaints process, identifying trends and areas for improvement. It also serves as a valuable resource for evaluating the effectiveness of the school's policies and practices.

It is important to note that confidential information may need to be disclosed in specific circumstances, such as when required by law or to protect the safety of individuals. In such cases, the school will ensure that the disclosure is necessary and proportionate to the circumstances. The school's policies and procedures for handling confidential information will be reviewed and updated regularly to ensure compliance with applicable laws and best practices.

Responsibilities of School Administration

The school administration plays a pivotal role in ensuring a fair and transparent complaints and appeals process. Their responsibilities encompass several key areas:

Establishing and Communicating Procedures

The school administration is responsible for developing, implementing, and disseminating complaints and appeals procedures. This includes making the procedures readily available to all learners, parents/guardians, and staff. The procedures should be clear, concise, and easily understood by all stakeholders.

Investigating and Resolving Complaints

The administration is responsible for conducting thorough investigations into all formal complaints. This involves gathering relevant evidence, interviewing involved parties, and reaching a fair and impartial resolution. The investigation should be completed within a reasonable timeframe, and the outcomes should be communicated to all parties involved.

Maintaining Confidentiality and Record-Keeping

The administration must ensure that all complaints and appeals are handled with utmost confidentiality. They are responsible for maintaining accurate and complete records of all complaints, investigations, and resolutions. These records should be securely stored and accessible only to authorized personnel.

Monitoring and Reviewing Procedures

The administration is responsible for regularly monitoring the effectiveness of the complaints and appeals procedures. They should actively seek feedback from stakeholders and make necessary adjustments to ensure the procedures remain fair, efficient, and responsive to the needs of the school community

Responsibilities of Parents/Guardians

Parents/guardians play a vital role in the school's complaint and appeals process.

• Actively engage with the school administration and teachers to address any concerns or issues related to their child's education, welfare, or the school environment.

• Cooperate with the school in investigating complaints and providing relevant information or documentation.

• Support the school in implementing any agreed-upon resolutions or actions stemming from complaints or appeals.

• Encourage their child to participate in the complaint and appeals process, providing guidance and support as needed.

• Respect the confidentiality of the complaint and appeals process, ensuring that information shared during these procedures is not disclosed to others without proper authorization.

Responsibilities of the Learners

Learners play a crucial role in the complaints and appeals process. They are expected to act in good faith and to be respectful of all members of the school community. Learners should understand the procedures for making complaints and appeals, and they should be aware of their rights and responsibilities within this process. Here are some key responsibilities for Learners:

Understanding Procedures

Learners should familiarize themselves with the school's complaints and appeals procedures. This includes understanding the different types of complaints that can be filed, the timeline for resolving complaints, and the steps involved in appealing a decision.

Open Communication

Learners are encouraged to communicate their concerns directly with their teacher, counselor, or another appropriate member of the school staff in the first instance. This can often lead to an informal resolution of the issue.

Respectful Conduct

Learners should engage in the complaints and appeals process in a respectful and professional manner. This includes avoiding personal attacks or disrespectful language. Learners should strive to maintain a calm and constructive tone throughout the process.

Providing Relevant Information

When making a complaint or appeal, learners should provide accurate and complete information. This may include dates, times, names of individuals involved, and specific details of the issue being raised.

Timeline for Resolving Complaints

This timeline provides a general framework for resolving complaints. The time required may vary depending on the complexity of the issue, the availability of relevant information, and the cooperation of all parties involved. The school will make every reasonable effort to resolve complaints promptly and fairly.

Further Recourse for Unresolved Complaints

In the unlikely event that a complaint remains unresolved after following the outlined procedures, the parent/guardian or learner has the option to seek further recourse through external channels. This may involve contacting relevant authorities such as the Ministry of Education. The specific options available will depend on the jurisdiction and the nature of the complaint. The school will provide guidance and support to the parent/guardian or learner in exploring these avenues.

The school encourages parents/guardians and learners to exhaust all internal channels for resolving complaints before seeking external recourse. This approach fosters a collaborative and transparent process, allowing the school to address concerns and learn from feedback. By working together, we can create a positive and supportive learning environment for all

The school administration will review the procedures annually to ensure their effectiveness and alignment with best practices.

• The review process will involve collecting feedback from school community, including learners, parents/guardians, and staff.

• Any necessary updates or revisions will be made to the procedures based on the feedback received.

• The school administration will inform the school community of any changes made to the procedures.

This ongoing review process ensures that the school's complaints and appeals procedures remain current, fair, and transparent, providing a robust framework for addressing concerns and upholding the rights of all members of the school community.

This procedure has been produced in alignment with:

• Programme Standards and Practices (IBO October 2018, last update April 2022)

• Rules for IB World Schools (IBO June 2020, updated November 2023)

• The IB complaints procedure (IBO 2018)

• Diploma Programme Assessment procedures (IBO 2024)

• Diploma Programme: Assessment appeals procedure. For use from September 2018 (IBO September 2016)