At John Septimus Roe Anglican Community School, we strive to provide the best possible education and environment for our students and we are always very interested in feedback. We are keen to know what the School is doing well, and also what the School is not doing so well. We encourage any feedback that can alert us to areas where improvement may be required. If a parent or a member of the public has a complaint, then the School strongly encourages that you inform us directly, as soon as possible.
What is a complaint? The standard definition is: “an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a resolution is explicitly or implicitly expected”.
The School works on the premise that no organization or person is perfect and incapable of error.
For the Internal Complaints Procedure, parents should refer to the Parent Handbook. Pages 14 and 15 of the Parent Handbook set out the processes to be followed, the person to be contacted within the School regarding a complaint, and provide a copy of the School’s and the associated ASC’s Dispute and Complaint Resolution Policy & Procedure – including the complaints procedures flowchart on Page 54.
Please be assured that every complaint will be attended to promptly at the appropriate level.
Relatively minor complaints will invariably be resolved almost immediately to the satisfaction of the parent concerned. Complaints of a more complex nature will take longer to investigate and resolve. Where this is likely, a written estimate of the time to be taken will be given to the person making the complaint, or extensions to that time made as required.
Complaints should only be made directly to the Principal, where there has been a failure to adequately address a matter by the staff member(s) concerned. This can be done by letter, email, phone call or in person.
For example, if a parent considers that a matter has not been dealt with effectively by a class teacher, a complaint preferably in writing (e-mail is sufficient), detailing the basis of the complaint should first be made to the relevant teacher. If the matter is not resolved to the satisfaction of the parent, then a complaint should be made to the teacher’s Head of Department (Primary or Secondary), whose task it is to deal with the matter, to keep a record of the action taken and to provide a written report of the outcome of the matter to the relevant Assistant Principal.
If the matter is not dealt with effectively at this level and to the satisfaction of the parent, then the parent should refer the matter to the relevant Assistant Principal. Again at this level, the complaint should preferably be made in writing, particularly if the substance of the complaint is complex. The Assistant Principal will deal with the complaint and provide a written report of the outcome to the Principal.
If the parent continues to be dissatisfied with the outcome at this stage, then the parent should complain to the Principal in writing. Email communication will be sufficient for this purpose. The Principal will review the complaint, the action taken to resolve it and the outcome and then make a determination.
Persons who are external to the School Community should make a direct complaint either by phone call to the Principal’s Secretary on 08 9247 2242 or by email to firstname.lastname@example.org There is a separate complaints pathway for employees of the School.
Anonymous and/or unsubstantiated complaints generally will not be investigated. Complainants should give their name. Matters will be handled with appropriate confidentiality. Depending on the nature of the complaint, anonymous complaints may be investigated, as appropriate.