GLENFIELD PARK SCHOOL COMPLAINTS PROCEDURE
We are committed to working with parents, carers, students and families to ensure all students are happy and thrive at school. If you have a question, issue, complaint, feedback or compliment about our schools, we’d like to know.
We are committed to resolving complaints promptly, so it’s best if you let us know about your concerns as early as possible. For some matters it may be appropriate to talk to the school principal. If you aren’t sure who to complain to, your child’s teacher or school office staff can provide you with the correct contact details.
This procedure outlines how complaints will be handled by the Department of Education (the Department).
Our complaint procedure is intended to:
· Enable us to respond well to complaints
· Resolve complaints in a timely, fair and helpful manner
· Give the public confidence in our administrative processes
· Provide information to enhance our services, systems and complaint handling, and
· Prevent complainants or students from suffering detriment because a complaint has been made by them or on their behalf.
The Department is committed to:
1. Respectful treatment of complainants.
2. Providing information about making complaints and ensuring that it is accessible to complainants.
3. Good communication with complainants about the status of their complaints.
4. Taking ownership of complaints and ensuring that people who are responding to complaints are supported.
5. Timeliness of complaint handling and dealing with issues as soon as possible.
6. Transparency through recording and analysing complaints data to inform systems improvement.
Glenfield Park School Staff will:
· Acknowledge the complaint as soon as possible, if possible within 3 working days. This can be done in person, by telephone, email or formally in writing.
· Let the complainant know that they will be kept up to date with progress.
· Keep the matter as confidential as possible by only sharing information with those who need to know about the complaint issues.
· Listen carefully to the issues and resolve the complaint directly at the local level wherever possible.
· Gather enough information to allow a proper assessment of the concerns as quickly as possible. Information to be gathered could include:
o Policies and procedures
o Copies of other departmental documents such as forms, reports, student records etc
o Copies of previous correspondence
o Information and/or accounts from students, staff or other areas of the Department
o Further information from complainants.
· Finalise complaints as soon as possible and no later than 20 working days. Complaint managers will keep people updated on the progress of their complaint. If a delay is anticipated, Complaint managers will inform the complainant and other parties and provide reasons for the delay.
· Provide information about the outcome to the complainant. This may be in a meeting or by telephone or email.
· explain:
o The outcome of the complaint and any action that is going to be taken, by whom and when
o The reason/s for the decision
o Any internal or external options for review.
Further information can be found here -
Access compliant, compliment or suggestion form here
https://education.nsw.gov.au/your-feedback/complaint-compliment-suggestion-form
Fact sheet
https://education.nsw.gov.au/your-feedback/complaint-compliment-suggestion-form
If you would like more information, please call your school principal.
If you need an interpreter to assist with your enquiry, please call the Telephone Interpreter Service on 131 450 and ask for an interpreter in your language. Tell the operator the phone number you want to call and the operator will get an interpreter on the line to assist you with the conversation. You will not be charged for this service.