COMPLAINTS

St Joseph’s School, supports the Gospel values of peace,  justice,  reconciliation, honesty and freedom.

Therefore it is important that student, staff, parental and community concerns are recognised and resolved in a professional and understanding manner in order to facilitate confidence in school processes and ensure the best educational outcomes for our students.  All complaints will be dealt with fairly, thoroughly and promptly.

1.    The school community must be fully informed on how to make a complaint. They will receive a copy of this procedure in the first newsletter of the year, in all School information packs and there will be a copy available in the office.

2.    The school will make a genuine effort to resolve promptly all concerns and complaints, verbal or written. 

3.    Concerns and complaints will normally follow the process set out in the Complaints Procedures (see Appendix 1 & 2) unless there are culturally specific circumstances which require a different process.

4.    Judgment about who should deal with a complaint will be made when the complaint is received and appropriate steps taken.

5.    Formal complaints, which may require a legal response, should be made in writing and addressed to the Principal who will follow the process set out in the Complaints Procedures (see Appendix 1 & 2).

6.    The Principal will report serious complaints to the Chairperson of the Board of Trustees.  Legal requirements and the procedures of any related employment agreements will be adhered to.

7.    Complainants have a right of appeal to the Board of Trustees if dissatisfied with the outcome of the Complaints Process.

8.    All inquiries carried out by the school in relation to complaints will follow the principles of natural justice and abide by the relevant provisions in employment agreements and Human Rights Act

9.    The Principal will maintain a secure central file of all formal complaints.

COMPLAINTS PROCEDURES FOR PARENTS, STUDENTS, MEMBERS OF THE COMMUNITY AND STAFF

1) For Students

i)Students are encouraged to talk directly to their teachers whenever a problem arises. They should approach the teacher at a suitable time (e.g., at the end of the lesson) or make an appointment.

ii)Issues dealt with as soon as they occur are usually straightforward to solve.

iii)However, if the concern is not resolved, students should discuss their problems with their parents and ask them to assist them.

2) For Parents/ Caregivers

Classroom Issues

i)If you have a concern about a classroom matter you should firstly try to contact the class teacher and discuss the matter with them. Do this by phoning the school office (308-5299) or writing to the teacher concerned. During teaching hours, a message should be left with the school office asking the teacher to return your call.
ii)Teachers will return calls by the end of the next school day. You should ensure that you leave information with the school office about how and when to contact you. Contact phone numbers should also be included if the complaint has been made in writing.
iii)If the response provided by the school does not fully address your concerns, you may wish to take the matter further by making a formal complaint (see Appendix 2).

Other Concerns

i) If you have a concern about a matter which you don't feel able to discuss with the teacher directly or which may involve a particular teacher, you may phone or write to one of the following (the school office can give you their names):

i) The Deputy Principal/ or Senior teacher of the school
ii) The Principal of the school

ii) The school will acknowledge complaints within three working days.

iii) The complaint will be investigated by talking to the person about whom the complaint has been made and interviewing anybody else who may have had a part to play in the incident.

iv)Senior management will decide what steps will be taken as a result of the investigation and will ensure that a record of the process is kept. You will be kept fully informed of the process and outcome of the investigation

v)If the response provided by the school does not fully address your concerns, you may wish to take the matter further by making a formal complaint (see Appendix 2).

2) For Members of Staff

i)Complaints about students should be firstly referred to the parents of the child concerned. If this does not provide a satisfactory response the complaint should then be referred to the Principal, who will fully investigate the matter and attempt to resolve the matter. They will contact the parents/caregivers where necessary.

ii)Complaints about parents/ caregivers should be addressed to the Principal who will investigate the complaint and endeavour to resolve the matter. They will make contact with the parents/ caregivers where necessary.

vi)All parties will be kept fully informed of the process and outcome of the investigation.

iii)Staff members who wish to complain about another staff member should firstly be encouraged to approach the person involved in an attempt to resolve the matter – See Protected Disclosures Procedure

iv)If a complaint by a Staff members cannot be resolved then it should be referred to the Principal, who will fully investigate the issue. Depending on the nature of the complaint, the matter may be referred to the Board of Trustees for consideration and action.- See Protected Disclosures Act

Appendix 2

PROCEDURE FOR MAKING A FORMAL COMPLAINT

If you are not satisfied with the school's response to your concerns, you may wish to make a formal complaint as set out below:

1 Write down your complaint giving details of what it is you are complaining about. Include details of efforts that may have been made to resolve the matter. Include your name and contact phone number.

2 Address your written complaint to the Principal or to another member of the school's senior management if the Principal is absent. Depending on the nature of the complaint, the matter may be referred to the Board of Trustees for consideration and action

3 If the complaint concerns the Principal, the written complaint must be addressed to the Chairperson of the Board of Trustees.

4 The school will acknowledge written complaints within 3 days.

3 When the Principal/ or Board receives a complaint, they will discuss the matter with you before deciding what further action should be taken. You may have a support person with you when you discuss the complaint.

4 The complaint will be investigated by talking to the person about whom the complaint has been made and interviewing anybody else who may have had a part to play in the incident. Written statements will normally be taken. This statement will be signed by the person supplying the statement.

5 The Principal/ or Board will decide what steps will be taken as a result of the investigation and will ensure that a record of the process is kept. This may involve discussion with other agencies ie. STA, NZPF, NZEI etc

6 All parties will be kept fully informed of the process and outcome of the investigation.

7 Your complaint will be treated in confidence. However, in the interests of natural justice, any persons included in a complaint must have the opportunity to hear all details about the complaint and reply to it. They may be accompanied by a support person during discussion of the complaint if they wish.

8 If you are not satisfied with the Principal's response to your concerns, you may wish to forward your complaint to the Chairperson of the Board of Trustees. The Personnel Committee will investigate your complaint in consultation with the school's senior management. After resolution the Board Chairperson will send you a written response.