COMPLAINTS MANAGEMENT
& PROCEDURE
Camberwell Grammar School (“School”) acknowledges that from time-to-time parents, students or members of the wider community may experience something at School that they feel is unsatisfactory or unreasonable relating to a policy, procedure, decision, behaviour, act or omission.
The purpose of this policy is to outline the process for raising complaints and ensure that the School handles feedback and complaints fairly, efficiently and effectively
This policy and all associated procedures are intended to be conciliatory, non-adversarial and nonlegal.
2. BODY OF POLICY
2.1. Application
This policy applies to complaints by students, parents and members of the wider community.
Please note: this Policy does not apply to complaints by School staff (including employees, contractors, volunteers and School Council Members). Complaints by School staff are covered by the Complaint Handling Staff – Policy and Procedure (located on the Staff Portal in DEEDS).
Other School policies may also apply in responding to certain complaints
2.2. Definition
Word/s Definition
Complaint An expression of dissatisfaction made to or about the School, our services, staff, students or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. (Standards Australia - AS ISO 10002-2014 Guidelines for complaints management in organizations)
Complainant Person, organisation or their representative (including clients, consumers, service users, customers, etc) making a complaint.
Dispute An unresolved complaint escalated internally or externally, or both.
Feedback Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly expected or legally required.
2.3.
Child Protection Commitment
Camberwell Grammar School is committed to protecting all students in its care. The School has zero tolerance for child abuse and is committed to acting in students’ best interest, keeping them safe from harm. All child safety complaints will be addressed in accordance with the School’s Child Safety and Wellbeing Policy, Responding to Suspected and Reported Child Abuse Policy, Mandatory Reporting Policy (which can be found on the School’s Website) and applicable child protection laws and reporting obligations.
2.4. Principles
• In resolving a complaint, the School will give priority to the student’s wellbeing and educational needs.
• The School will respond to all child safety complaints, and other formal complaints in a timely manner. The School will acknowledge the complaint promptly and, where possible, the complainant will be kept informed of the progress of their complaint
• The School will ensure that the complaint procedure is responsive and flexible. In practice, which means that complainants are able to make a complaint in person, by phone or in writing. The School will provide support for complainants with specific needs for example language translation.
• The School is committed to procedural fairness. The School will ensure that all relevant persons involved in the complaint’s procedure will be able to put forward their point of view and will be treated with dignity and respect and in the School’s best endeavour be protected from detrimental action including victimisation or unfair treatment
• The School will endeavour to respond to each complaint in a fair, objective and unbiased manner, taking into account the School’s values. Relevant persons involved in the complaint will be required to declare any conflicts of interest.
• In dealing with the complaint, subject to any relevant laws and the consent of relevant persons involved, the School is committed to acting in a confidential manner and expects that all involved in the complaint will show similar respect for the process and for others involved by doing likewise.
• The complaints procedure will be restricted to dealing with the matter raised by the complaint and not with any other matters.
• The School may determine that a complaint is vexatious (where a complaint is designed to harass, annoy or embarrass the School, staff, student, parent or member of the School community) or spurious (where the complaint has no real basis in fact or is manifestly groundless). When this is the case, the complainant will be informed.
• The School will ensure any actions, outcomes and the resolution of a complaint are well documented and kept on file Complainants will receive an explanation as to the steps taken by the School to resolve the matter raised.
• The School will protect the identity of complainants where this is practical and appropriate. Personal information that identifies individuals will only be disclosed or used by the School as permitted under the relevant laws and any relevant confidentiality obligations.
• The School will ensure that information about how and where complaints may be made is accessible to parents, students and members of the wider community.
• It is noted that fulfilling the roles and responsibilities in the Complaint Handling procedure does not displace or discharge any other obligations that arise if a person reasonably believes that a child is at risk of child abuse
2.5. Making a complaint
Where possible, the School encourages concerns to be identified and resolved speedily and informally with the person whom the issue is with.
Complaints may be made in person, by phone or in writing to any member of the School’s staff, who will refer the complaint to the relevant staff member (e.g. Head of School, Business Manager, Human Resources Manager, Headmaster, etc)
Where the concern has not been resolved to the satisfaction of those concerned, a formal complaint under this policy may be made to the relevant Head of School, Business Manager or Headmaster
If the complaint concerns the decisions, actions or activities of the Headmaster, a formal complaint should be made to the Chair of the School Council through written communication addressed to the Chair of the School Council care of the Company Secretary
2.6. Complainant Protection and Whistleblower Process
Where a complainant has real and substantial concerns that, as a result of raising a complaint, they may suffer a detriment, they may have access to protection under the provisions of the Protected Disclosure Act 2012. The Protected Disclosure Act 2012 defines the types of complaints that may be accepted as complaints under the Act
Alternatively, the complainant may choose to follow the Whistleblower process (found on the Staff and Parent Portals on DEEDS) which offers protection to the Whistleblower.
2.7.
Anonymous Complaints
The School will always act when anonymous concerns about child safety arise and will endeavour to investigate all anonymous complaints It is not always possible, however, for the School to respond to complaints received from an anonymous source and, by definition, it is not possible for the School to communicate any resolution or response to the person making the complaint.
2.8.
Handling of Complaints
The School will use reasonable endeavours to acknowledge receipt of a complaint, within three working days.
If a matter concerns an immediate risk to the safety or security of any person, the matter will be escalated appropriately and promptly.
The School will aim to resolve complaints and respond to the complainant within 20 working days. Where this timeframe cannot be met, the complainant will be contacted with a revised estimated resolution date and the reason for the delay.
The School is committed to managing expectations and will inform the complainant of the complaint process and their likely involvement in the process
The School will advise the complainant as soon as possible when unable to deal with any part of their complaint.
When responding to complaints, the School will adhere to relevant record keeping, reporting, privacy and employment legislation.
2.9. Escalation
A complaint may be escalated during any stage of the complaints process. If a complaint remains unresolved within reasonable timeframes, it will be escalated, unless agreed otherwise by the parties involved. Escalation of a complaint may include (but is not limited to) requesting an alternate staff member to review the complaint or in the case of an informal complaint, making a formal complaint to the relevant Head of School, Business Manager or Headmaster
2.10.
Recording of Complaints
All formal complaints will be logged and managed in accordance with the above procedure. Where possible, the following information will be recorded:
• Date and time of alleged incident (if known)
• Names or persons/students involved or any potential witnesses
• With whom the complaint was initially raised and details of communication
• Any additional supporting material
2.11.
Managing Student Privacy, Information Access, Social and Learning Opportunities
Staff and Volunteers are made aware of the importance of confidentiality and how to handle sensitive student information. Staff and Volunteers must understand that the student’s privacy should only be compromised when it is necessary to protect the child from harm, and even then, it should be done in a way that causes the least disruption to the child’s learning and social experience.
Staff and Volunteers are trained in how to recognise when a student is at risk but also how to ensure that any action taken respects the student’s social relationships and educational opportunities. This involves ensuring that concerns are raised and managed in accordance with this Policy, and the Responding to Suspected and Reported Child Abuse Procedure and ensuring their actions do not compromise access to information and educational opportunities or cause unnecessary stigma or isolation for the student.
3. RELATED DOCUMENTS
Complaint Handling Staff - Policy and Procedure
Whistleblower Policy
Responding to Suspected and Reported Child Abuse
Mandatory Reporting Policy
Child Safety and Wellbeing Policy
Child Safety Record-Keeping Policy
Privacy Policy
4. DATA BREACH POLICYRELEVANT LEGISLATION
Education and Training Reform Act 2006 (Vic)
Education and Training Reform Regulations (2017)
Victorian Registration and Qualifications Authority (VRQA) Minimum Standards
Child Safe Standards Ministerial Order 870
Privacy Act 1988
Protected Disclosure Act 2012
AS/NZS 1002:2014 Guidelines for complaint management in organizations
Approver Staff Executive
Authoriser School Council