grievance policy for parents and students - pinnacle… · page 3 of 15 pinnacle college grievance...

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GRIEVANCE POLICY FOR PARENTS AND STUDENTS

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Contents

Document Details........................................................................................................................ 3

Rationale ...................................................................................................................................... 3

Aim ............................................................................................................................................... 4

Scope ........................................................................................................................................... 4

What Constitutes a Complaint ................................................................................................... 4

Implementation .......................................................................................................................... 5

Key Elements of our Complaints Handling Procedure .............................................................. 6

What to Do If You Have a Complaint ......................................................................................... 7

What Happens Next? .................................................................................................................. 8

Appeals ...................................................................................................................................... 10

Record Keeping ......................................................................................................................... 12

Student Grievances / Complaints ............................................................................................. 12

Appendix One ............................................................................................................................ 14

Appendix Two ............................................................................................................................ 15

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Pinnacle College Grievance Policy for Parents and Students

Document Details

Publication Date 26/03/2015

Review Date 26/04/2019

Policy officer position Office Manager

Applies to All Pinnacle College Campuses

Status Approved

Approved by Hanadi Mehio

Approval date 14/05/2018

Rationale

At Pinnacle College we are committed to providing a safe and supportive work and learning

environment for all employees and students. We acknowledge that employees, students and

parents can sometimes feel aggrieved about something that is happening at the school which

causes concern, constitutes harassment or appears to be discriminatory. An employee,

student, parent or community member can have a complaint about any decision or

behaviour.

All parents have right to feel safe and secure in the school environment. A parent’s grievance

may be the result of matters, issues, behaviours, omissions, situations or decisions as same as

that of an employee of Pinnacle College.

An effective complaints procedure can diffuse problems and can provide the school with

helpful information. Complaints treated as constructive suggestions can be used to improve

standards and may prevent cause for further complaint.

It is better to have a direct complaint to a member of staff than to have parents sharing their

dissatisfaction with others. We value our school parents as the important stakeholder in

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their child’s schooling and involved with the school. They are encouraged to voice their

concerns since we believe that:

Our school is open to suggestions and constructive criticism.

Our Principals, coordinators and teachers are approachable for parents’

complaints/concerns.

All grievances are expected to be managed through this process, except:

Cases being dealt with in the South Australian Industrial Relations Commission.

Workplace Health and Safety Issues.

Cases involving serious misconduct.

Aim

Our aim is to have a safe and effective process of resolving conflict, complaints, and

grievances to address:

Issues related to student discipline procedures.

Issues related to learning and teaching.

Damage/loss of personal property.

Bullying and harassment.

Scope

This policy applies to all Pinnacle College campuses and serves as a guide to the College

community. This policy should be read in conjunction with the Student Handbook, Behaviour

Management Policies and Procedures as well as the Child Protection Policy.

What Constitutes a Complaint

We recognise and acknowledge your entitlement to complain and hope to work with you in

the best interests of the children and young people in our care.

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A complaint will be treated as an expression of genuine dissatisfaction that needs a response.

A complaint may be made if a parent thinks that the school has, for example:

done something wrong;

failed to do something it should have done; or

acted unfairly or impolitely.

A complaint may be made about the school as a whole, about a specific department in the

school or about an individual member of staff. We wish to ensure that:

Parents wishing to make a complaint know how to do so.

We respond to complaints within a reasonable time and in a courteous and efficient

way.

Parents understand that we listen and take complaints seriously.

We take action where appropriate.

Implementation

Making a complaint

Some complaints, because of the seriousness of their nature, should be referred immediately

to the Principal – e.g. complaints about behaviour which places others at risk of serious harm.

Parents are ill advised to approach the children of other families with a school related

complaint. This is often a sensitive area and in order to protect all the parties it is advisable to

work through the relevant teacher or member of the school leadership.

Before making a formal complaint

If a problem or concern that arises within a school cannot be resolved with the person

involved with the issue, then it would normally be raised with an appropriate staff member

with a view to discussing the issue and seeking resolution of such problems or concerns.

Making a formal complaint

If the above process of raising the concern, obtaining the facts, and obtaining resolution is

not producing a satisfactory outcome, the following procedure can be used. The purpose of

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this procedure is to offer a process by which students/parents/community members can

have complaints addressed. For example, if you feel that you are being harassed or

discriminated against, this complaints handling procedure is available to you so your

concerns can be dealt with in an appropriate manner.

Who may use this procedure?

Students enrolled at the school

Parents of students enrolled at the school

Members of the wider community

Key Elements of our Complaints Handling Procedure

Impartiality

If you make a complaint, it will be investigated in a fair and impartial manner. No judgements

or assumptions will be made, and no action will be taken until the investigation is complete. It

is the school’s policy that complaints made by parents should not rebound adversely on their

children. If a complaint is made against you, your rights will be protected and you will be

given an opportunity to tell your side of the story.

Confidentiality

You can feel secure that if you do make a complaint under this procedure it will remain

confidential. The only people who will have access to information about the complaint will be

the person making the complaint, the person to whom the complaint is made and the person

investigating the staff members who may be involved. The person about whom the complaint

is made also has a right to be informed. The Chairman of the School Board may also need to

be informed.

We cannot entirely rule out the need to make third parties outside the school aware of the

complaint and possibly also the identity of those involved. This would only be likely to

happen where, for example, a child’s safety was at risk or it becomes necessary to refer

matters to the Police. You would be fully informed.

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Members of staff should know about complaints that might be damaging to their reputation.

Therefore, we are sensitive about the need to provide support for our staff against whom a

complaint is made.

While information relating to specific complaints will be kept confidentially on file, we would

point out that anonymous complaints might not be pursued.

Timeliness

Each complaint will be finalised within as a short period of time as possible.

Complainants will be advised in writing if the matter cannot be finalised within one month.

What to Do If You Have a Complaint

Approach the person involved

In many situations, the most appropriate thing to do first is to tell the person who is the

cause of the complaint how you feel. If the complaint is about their behaviour, tell them that

it is offensive/hurtful/not acceptable. If it is about a work decision, tell them why you think it

is discriminatory, harassment, or unreasonable. Telling the person will give them a chance to

stop or change what they are doing or explain what they had decided and why.

Contact School Administration

Where you feel you cannot approach the person directly or you are not happy with their

response or reaction, then you can explain the problem to the appropriate person at the

school. An inquiry at the school reception may be the first point of contact for people with

complaints. You will be advised as to the person designated to deal with the nature of the

complaint and you will be also asked to submit your complaint in writing by filling out the

Grievance Form. The designated persons will advise you about what your options are and

what will happen if you make a formal complaint.

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What Happens Next?

The designated person will then interview you or organise another appropriate person to

interview you. During this interview a number of things will be explained to you, such as what

will happen if the complaint is found to be supported by the evidence, or if it is found to be

not supported by the evidence.

The designated person will then speak to the person about whom the complaint is made to

hear their side of the story. Any witnesses will also be interviewed. These interviews will be

conducted separately and impartially. Written reports about the complaint may be

requested. The importance of confidentiality will be stressed to all parties and they will be

warned of the consequences if there is a breach of confidentiality (e.g. possible defamation

action, initiation of a complaint for harassment).

The designated person will then tell you what the other people said and discuss what should

be done to sort out the problem. You should tell the person what action you would like

taken, e.g. a written apology/explanation from the person, a written warning, etc. This allows

the designated person to understand, from your perspective, what you believe you need

from the process. However, it will not dictate the remedy that might ultimately apply.

Review of Decision

If the complaint remains unresolved, it will then be reviewed by the Principal. The Principal

will make a final decision as to the outcome of the complaint. Note that this review step will

only be possible if the Principal has not been acting as the designated person.

Possible outcomes

If the complaint is upheld or sustained, the following are possible outcomes depending on

the nature of the complaint:

Knowing that changes have been made, and that matters will be different in future.

Knowing that the school is now alert to a possible problem.

Feeling that the concern has been considered seriously.

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An outcome which may be different from the one they sought, but which they

perceive to be well-considered.

A written explanation.

A verbal apology.

A written apology.

Where staff members are the subject of a complaint, action can be taken by the Principal.

Where students are the subject of a complaint, action taken may be as stated in the

Behaviour Management Policy.

Parents need to be aware that in some cases the school will not be able to discuss the details

of action taken as it would be inappropriate. The complainant maybe assured that action has

been taken. For example, if the action involved staff discipline. This will help prevent

misinformation being circulated in the school community.

If a complaint is not upheld or not substantiated (e.g. there is insufficient evidence) but some

issues come out of the investigation that are required to be addressed then, possible

outcomes include:

Further investigation.

Relevant training for employees and/or students.

Monitoring of the behaviour of employees and/or students.

Counselling for the aggrieving person.

Mediation at the local level.

Deliberately submitting a grievance with false statements or for vindictive purposes is

considered to be serious misconduct and such an offence will also be subject to disciplinary

sanctions. The followings are possible outcomes:

Counselling for the person who made the complaint.

A written apology from the person who made the complaint.

Referral for disciplinary action for students.

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Appeals

We hope that you will feel satisfied with the outcome, or at least that your concerns have

been fully and fairly considered. There are several avenues of appeal if you feel that the

complaints procedure has not been followed properly, or that the outcome is unacceptable

to you.

Appeals at school level

To the Principal if the Principal has not been involved in investigating or examining the

complaints, or is not the person named as the source of the grievance

The appeal will consider:

The way the complaint was handled and examine the outcome.

If the Principal decides that it was handled properly and that the outcome was

appropriate; no further action will be taken.

If the Principal decides that the complaint was not handled properly, or that the

outcome was inappropriate, he/she will organise for the complaint to be looked at

again.

Appeals to the Chairman of the School Board

If the matter is unresolved at school level, the procedure will be that the Principal refers the

matter to the Chairman of the School Board and informs the parents that this stage has been

reached. However, a situation may arise where the complaint seems to the parent to have

been mishandled by the Principal. In those circumstances, the parent may write directly to

the Chairman.

The Chairman should discuss the matter fully with the Principal and be provided with

relevant documentation. If a briefing is required from a member of staff, this should occur in

the presence of the Principal.

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The Chairman should respond to the parents, notifying them that he/she is reviewing the

matter, asking them if they wish to add anything further and providing a date by which they

may expect a response.

The Chairman may be able to offer a new approach to the matter, and this may satisfy the

parents. The Chairman’s response should be clear and detailed, and should offer a meeting if

the parents remain troubled.

Meeting with the Chairman of the School Board

If a meeting is requested, the Chairman offers to meet the parents at a time convenient to

them. Those involved are:

The Chairman of the School Board.

The Principal/relevant staff member.

The parents.

Parents should be permitted to bring with them a supportive friend who is not involved with

the complaint. Legal representation is not appropriate at this stage.

The Chairman, after questioning and listening to the parents and the Principal, may be able

to find a solution. If this is not possible, and the parents wish to take the matter further, the

Chairman could recommend seeking the advice of an independent arbiter.

To an external agency

If the complainant is not happy with the way their complaint has been dealt with by the

school, they may wish to go to an external agency for further advice and assistance. In fact,

they may take their complaint to the external agency at any stage in the procedure if they are

unhappy with progress in dealing with their complaint.

Please note that neither the Minister for Education nor the Department for Education has any

power to directly intervene in any complaints relating to the operations of Pinnacle College, as

it is a non-government school.

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Record Keeping

Records of complaints, interviews and other documentation relating to a complaint are kept

at the School in a separate complaints file and stored in a secure location. If the complaint is

about a person, documents are placed in a restricted access file. If there are considered to be

serious ongoing management or care issues relating to a complaint, there will need to be a

cross-reference to the restricted file on the staff member or student file.

Student Grievances / Complaints

Student Grievance Statement

All students have right to a safe, secure, protective and productive learning environment. A

student’s grievance may be the result of matters, issues, behaviours, omissions, situations or

decisions as same as that of an employee of Pinnacle College. In which case, the grievance,

concern and/or complaint is to be treated and resolved in the same manner and time frame

as stated in the above Parents’ Grievance Policy.

In all processes involving a student’s grievance, the student’s parent/guardian/caregiver must

be informed of the grievance and the steps to be taken. This action complies with the

Pinnacle College Child Protection Policy.

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Any Problems, Complaints, or Suggestions?

If so, the school would like to hear.

How do I make a complaint?

By talking about it – or by writing it down if you find that easier.

You can do it by yourself, or as part of a group, or through your parents.

To Whom?

To anyone on staff.

Does it matter what the issue is?

No, it can be a big problem or a small one. By discussing it, you may come up with some

positive ideas.

What will happen next?

If possible, the staff member will deal with it in person. If not, he/she will go on your behalf

to someone who can help.

Do others have to know?

If you are worried about confidentiality, tell the staff – they will understand.

Even if you find the issue hurtful or embarrassing, don’t worry – it will only be discussed by

staff who can help you.

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Appendix One

COMPLAINT / GRIEVANCE FORM

Date: …………/…………../…………

This form has been completed by (please tick appropriate response and write your name)

[ ] Student ……………………………………………………………………. Class ……………

[ ] Parent/Guardian …………………………………………………………………….

Briefly describe the nature of the grievance: (if you have attached anything to this document please indicate)

………………………………………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………………………………………

Attachments YES [ ] NO [ ] If YES, number of pages [ ]

Please indicate the date the grievance refers to: …………/………../………

Please indicate the names of other people who witnessed or are in knowledge of the grievance:

1. ……………………………………………….. 2.. ……………………………………………….

3. ………………………………………………. 4. ……………………………………………….

What action and outcome do you expect to occur now?

……………………………………………………………………………………………………………………………………………………………………………….

……………………………………………………………………………………………………………………………………………………………………………….

Signature: ………………………………………………………

OFFICE USE ONLY

Grievance form receipt date: ……../……/………. Grievance Manager’s signature:………………………………………

Correspondence sent to all parties concerned YES [ ] NO [ ] Date : ………/………./ ……………

Action required: …………………………………………………………………………………………………………………………………………….………

……………………………………………………………………………………………………………………………………………………………………………….

Projected date of resolution ………/………./………..

Action taken: ………………………………………………………………………………………………………………………………………..……………….

……………………………………………………………………………………………………….. (attach all documentation pertaining to the

grievance).

Date resolved: ……………../……………../……………

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Appendix Two

COMPLAINT FLOW CHART

Complaint or Concern

Classroom Teacher

Please make an appointment so

that the teacher can concentrate

on your concern

Coordinator

Please make an appointment

through the front office

Board Chairman

Please write to:

The Chairman of the Board

Legal Advice

Please note that you are able to

seek legal advice at any time you

wish. However, it would not be

appropriate in the early stages

of resolution.

Principal

Please make an appointment

through the front office

Classroom/Subject Teacher

Please make an appointment so that

the teacher can concentrate on your

concern

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