Complaints Policy

Waiuku College Complaints Policy

Rationale

  1. The College recognises that differences can occur in all systems and organisations. The right ofthe individual to have his/her voice heard is endorsed. The College is committed to resolving complaints fairly, equitably and as promptly as possible.
  2. Most complaints will be handled in-house by the College administration. Complaints will be acknowledged by the appropriate person as soon as possible. Complaints shall be as specific as possible – in writing if necessary, to establish the facts. Procedures for both making and handling different kinds of complaints shall be made clear. (see also Harassment Policy and Harassment Complaints Procedures.Guidelines to Trustees for handling complaints
  1. Persons making oral complaints to trustees will be directed to contact the appropriate staffmember if they have not already done so, or advised to put their complaints in writing to the appropriate person, usually the Principal or ultimately the Chairperson.
  2. The Board will observe the processes set out in its Advice to ParentsAdvice to Students documents below.
  3. The person about whom the complaint is made will be informed as soon as practicable and given reasonable time to respond.
  4. Requests for confidentiality as to identity of complainant will be respected unless natural justice demands otherwise.
  5. Issues of a serious nature, eg allegations of physical abuse, may require a special meeting of the board to be called.
  6. Resolution or dismissal of the complaint must not be discussed before all information is to hand.
  7. Conflict of interest will be determined on a number of issues, including whether the complaint involves the actions of any trustee.
  8. The Board must exercise caution when dealing with complaints regarding staff, particularly in relation to confidentiality and process to ensure principles of natural justice are met. It is advisable to contact the Regional New Zealand School Trustees Association (STA) personnel/industrial adviser in such cases. The Board will need to consider the relevant staff disciplinary policies, employment contracts and expert advice from the STA adviser.
  1. The Board recognises that not all complainants will be satisfied with the outcome of a complaint. Once reconsidered, if the Board is confident of its decision, it will refuse to enter into any further discussion or correspondence. In making such a decision the STA Helpdesk can assist by giving an objective assessment of the Board’s process in dealing with a complaint.
  2. A complaint regarding lack of compliance in relation to an agreed complaint resolution will be treated as a serious matter and actioned with urgency as a new complaint rather than a reconsideration of the previous issue.

 

Complaints Procedure

If you are not satisfied with the outcome of your concern, you can make a:

  1. You should make this in writing and include all relevant details, including details of efforts you have already made to resolve the matter. Include your name and contact phone number.
  2. Send your written complaint to the Principal or another member of the senior administration if the Principal is absent. Ask for assistance at the school office if you are unsure how to go about delivering your complaint.
  3. The Principal will discuss the issue with you before deciding what action to take. You are welcome to have someone with you for support if you wish.
  4. The Principal will talk to the person about whom the complaint has been made as well as interviewing anybody else who may have had a part to play in the incident or who may have seen what happened. Written statements will usually be taken.
  5. Whilst your complaint will be treated in confidence, any other people concerned will have the opportunity to hear all the relevant details and to reply to them.
  6. The Principal will decide what steps to take as part of the investigation.
  7. You will be informed of the outcome of the investigation.
  8. Depending on the nature of the complaint, the matter may be referred to the Board of Trustees for consideration and action.If you are not satisfied with the outcome of a complaint to the Principal or if the complaint is in respect of the Principal and is unsatisfactorily resolved after contact, you can make a complaint in writing to the Board of Trustees.
    The school office can forward letters to the BOT for you.Written complaints received by the Board of Trustees
  1. Any complaint in writing must be received before the Friday preceding the monthly Board meeting or it will be held over to the next Board meeting. Any letter of concern will be tabled at the full Board meeting.
  2. On receiving a written complaint, the board will decide what further action is required on a case- by-case basis. Before the Board decide to deal with a complaint it must check that the procedures outlined above have been followed. If not, it will normally return any letter of complaint to the writer and ask that they follow these first.

PROCEDURES FOR COMPLAINTS

ADVICE TO PARENTS – what to do if you have a concern

Waiuku College believes everyone has the right to have concerns heard and dealt with equitably. A. If you have a concern:

 
 
 
 

about a specific subject or class

contact the teacher directly

 
 
 
 
 

about a more general issue, or if you don’t want to contact a specific teacher

 
 
 
 
 
 
 
 

the Form Teacher

personal concerns

 
 
 
 
 

the Year level Dean

general progress, personal & behavioural concerns

 
 
 
 
 

HOD of subject concerned

subject concerns

 
 
 
 
 
 
 
 

Deputy or Assistant Principals

absences

 
 
 
 
 
 
 

Executive Officer, Mr Perry

finances

 
 
 
 

Guidance Counsellor, Mrs Jordan?

Personal, family financial, career & educational concerns

 

OR

Please either write directly to or telephone the staff member through the school office. You may need to leave a message with a contact telephone number, and times when you can be contacted. The staff member will reply to you as soon as possible.

 
 
 

Senior Administration Staff
Mr Vanderlaan, Mr Nickless, Miss Ranson, Mr Malcolm

 
  1. All letters addressed to the Chairperson of the Board are for the whole Board. The Chairperson cannot act independently as to what action will be taken.
    1. The Chair acknowledges the letter of complaint within a fortnight of receipt and the complainant is advised of the next steps in the Board process. The letter becomes part of the correspondence that will be dealt with by the Board at the next meeting while the public is excluded.
    2. (At ‘public excluded’ meetings) The letter of complaint is tabled at the Board meeting and referred to relevant parties for reporting back to the Board. The Board decides whether to deal with the matter as a whole or appoint a committee to investigate and recommend to the Board.
    3. (At ‘public excluded’ meetings) At the meeting of the Board/ committee, the reports are received and the parties may be invited to speak to their complaint or answer questions. The Board/committee considers the evidence and/or information and comes to a decision or recommendation.
    4. (At ‘public excluded’ meetings) Depending on the powers of the committee, either they or the Board as a whole come to a resolution as to how the Board will respond and what action will be taken.
  2. The Board’s response is communicated to the parties to the complaint in writing.
  3. Any of the parties may request the Board to reconsider their decision. However, normally for such reconsideration to take place, new information that would have been relevant to the Board’s deliberations must be produced.

ADVICE TO STUDENTS – What to do if you have a concern

Problems are always best dealt with quickly and directly. So

Talk to the teacher concerned, explain your concern reasonably and try to resolve it. You might have to listen too!

Your House Group Teacher Your House Dean
The HOD
The Guidance Team

The Senior Administration (AP, DP, Principal)

 

General issues
{ Curriculum, assessment, subject concerns

{Personal, family, educational, careers or other general concerns

 
 
 
 

Choose someone who you trust.

If your concern is of sexual harassment you should go to one of the appointed officers

If you’re not happy with the resolution of your complaint you may make a written formal complaint addressed to the Principal. He will discuss it with you and anyone else concerned, probably taking details in writing before resolving the complaint with you.