Banksia Park Primary
Complaints Handling Policy
To ensure that complaints lodged at this school are resolved in a prompt
and efficient manner.
To promote the highest standard of professionalism in dealing with our
Staff at this school are responsible for managing the resolution of
disputes and complaints lodged with us.
We will make every effort to promptly resolve disputes and complaints
lodged with us according to the principles of procedural fairness.
Where we cannot resolve a complaint, the complainant, Principal or
District Director can forward written complaints to the Director General
of the Department of Education and Training.
Complaints can be made:
Help is available at the
school to support complainants to formulate, write and lodge a complaint.
Complaints can be lodged with the school using any of the contact methods
listed above. Written complaints should be addressed:
PRIVATE AND CONFIDENTIAL
Park Primary School
Minimum information when making a complaint:
You should provide the
following information when making a complaint:
your name and contact details;
copies of any relevant correspondence or documents relating directly to the
nature of the complaint; and
what you consider is needed to resolve the complaint.
In the case of a verbal
complaint, where you do not want to be identified or to lodge the complaint
in writing, we will endeavour to work directly with you to resolve the
acknowledge written complaints within 5 school days. We seek to resolve
local complaints within 14 days. If because of the serious nature of the
complaint, it is deemed necessary to forward it on to another section of the
Department, we will do this without delay.
In all cases you will be
kept informed of the progress of your complaint.
Enquiring on a
enquire as to the progress of your complaint at any time by directly
contacting the appropriate person. At the time of lodging a verbal
complaint, or in the acknowledgment letter for a written complaint, this
person will be identified for you.
Outcome of a
advise you verbally or in writing of the outcome of the complaint. The
outcome of all written complaints will be provided to you in writing.
complainant is unhappy with the outcome of a complaint:
If you are
unsatisfied with our attempts to resolve your complaint, you may wish to
express your concerns to the District Director. To do this contact:
Metropolitan Education Regional Office
While this request can
be made verbally, it is preferable that it is made in writing. Help in
making this request will be provided by us, or the district office, upon
Rejecting a Complaint:
Complaints judged to be vexatious, trivial or without substance, or where it
is judged to not warrant further action, will not be progressed. You will
be advised of this decision in writing.
The expression of
dissatisfaction with any aspect of government education and training.
It may be general in nature or relate to particular staff, a part of the
organisation, a policy or a decision. Any person may lodge a
complaint, however staff employed by the Department of Education and
Training cannot use this process if they are acting in an official capacity.
A complaint must contain sufficient detail to enable it to be addressed and
Locally Managed Complaint:
verbal or written complaint made in relation to a school or staff member,
and managed by the school.
Centrally Managed Complaint:
complaint lodged in writing with the Director General of the Department of
Education and Training, and managed at Central Office. Such complaints may
be redirected to the local level to be managed if it is deemed appropriate.
A person or persons lodging a complaint.
As outlined in the Australian Standard AS
4269-1995 our Complaints Handling Policy demonstrates:
We recognise your right to complain and to have your
complaint dealt with seriously.
We understand the need to be fair in our complaints
We have adequate resources for effective handling of
handling processes are available from the front office
We accept complaints lodged by phone, fax in writing
and via email.
Upon request, we will provide a complainant with the
support needed to formulate and lodge a complaint.
Complaints will be dealt with quickly and efficiently.
There will be no charge to the complainant for the
raising of a complaint with us.
Where a complaint results in the identification of
changes that should be made to our processes, those changes will be made.
Data about complaints lodged with our school is
collected and recorded.
Systemic and Recurring Problems:
Complaints are regularly analysed for the
identification and addressing of systemic and recurring problems.
We report our complaints handling processes against
our documented performance standards.
We review our process annually.