Policy Controls
| Status | |
|---|---|
| Author | Assistant Principal - Teaching and Learning |
| Version | 1.0 |
| Audience | Public |
| Internal Approver | Principal |
| Council Approval | Not Required |
| Approval Date |
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| Review Date |
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The purpose of this policy is to:
This policy relates to complaints brought by students, parents, carers, or members of our school community and applies to all matters relating to our school.
In some limited instances, we may need to refer a complainant to another policy or area if there are different processes in place to the manage the issue including:
Princes Hill Secondary College welcomes feedback, both positive and negative, and is committed to continuous improvement. We value open communication with our families and are committed to understanding complaints and addressing them appropriately. We recognise that the complaints process provides an important opportunity for reflection and learning.
We value and encourage open and positive relationships with our school community. We understand that it is in the best interests of students for there to be a trusting relationship between families and our school.
When addressing a complaint, it is expected that all parties will:
Princes Hill Secondary College acknowledges that issues or concerns can cause stress or worry for students and impact their wellbeing and learning. Princes Hill Secondary College encourages our students to raise issues or concerns as they arise so that we can work together to resolve them.
Students with a concern or complaint can raise them with a trusted adult at school, for example, with your home group teacher, Year Level Coordinators, Wellbeing staff or Education Support staff. This person will take your concern or complaint seriously and will explain to you what steps we can take to try to resolve the issue and support you.
You can also ask your parent, carer or another trusted adult outside of the school, to talk to us about the issue instead. Information about our parent/carer complaints and concerns process is outlined further below. The parent/carer process also applies to students who are mature minors, refer to: Mature Minors and Decision Making.
Other ways you can raise a concern or complaint with us include:
Further information and resources to support students to raise issues or concerns are available at:
Princes Hill Secondary College encourages parents, carers or members of the community who may wish to submit a complaint to:
Review the Department’s parents’ website:
You are welcome to have a support person to assist you in raising a complaint or concern with our school. Please advise us if you wish to have a support person to assist you, and provide their name, contact details, and their relationship to you.
Princes Hill Secondary College is always happy to discuss with parents/carers and community members any concerns that they may have. Concerns in the first instance should be directed to your child’s home Group teacher, Year Level Coordinators or Subschool Leader. Where possible, school staff will work with you to ensure that your concerns are appropriately addressed.
Where concerns cannot be resolved in this way, parents or community members may wish to make a formal complaint to the Principal or Assistant Principal.
If you would like to make a formal complaint, in most cases, depending on the nature of the complaint raised, our school will first seek to understand the issues and will then convene a resolution meeting with the aim of resolving the complaint together. The following process will apply:
Please either email, telephone or arrange a meeting through the front office with the Assistant Principal or Principal, to outline your complaint so that we can fully understand what the issues are. We can discuss your complaint in a way that is convenient for you, whether in writing, in person or over the phone.
Depending on the issues raised in the complaint, the Principal, Assistant Principal or nominee may need to gather further information to properly understand the situation. This process may also involve speaking to others to obtain details about the situation or the concerns raised.
Where possible, a resolution meeting will be arranged with the Assistant Principal to discuss the complaint with the objective of reaching a resolution satisfactory to all parties. If after the resolution meeting we are unable to resolve the complaint together, we will work with you to produce a written summary of the complaint in the event you would like to take further action about it. In some circumstances, the Principal may determine that a resolution meeting would not be appropriate. In this situation, a response to the complaint will be provided in writing.
Princes Hill Secondary College will acknowledge receipt of your complaint as soon as possible (usually within two school days) and will seek to resolve complaints in a timely manner. Depending on the complexity of the complaint, Princes Hill Secondary College may need some time to gather enough information to fully understand the circumstances of your complaint. We will endeavour to complete any necessary information gathering and hold a resolution meeting where appropriate within 10 working days of the complaint being raised. In situations where further time is required, Princes Hill Secondary College will consult with you and discuss any interim solutions to the dispute that can be put in place.
Please note that unreasonable conduct (e.g. vexatious complaints) may need to be managed differently to the procedures in this policy.
Where appropriate, Princes Hill Secondary College may seek to resolve a complaint by:
In some circumstances, Princes Hill Secondary College may also ask you to attend a meeting with an independent third party, or participate in a mediation with an accredited mediator to assist in the resolution of the dispute.
If you are not satisfied that your complaint has been resolved by the school, or if your complaint is about the Principal and you do not want to raise it directly with them, then the complaint should be referred to the relevant Department Regional office by contacting 1300 338 691 or email nwvr@education.vic.gov.au.
Princes Hill Secondary College may also refer a complaint to the relevant Department staff or refer matters directly to an independent complaint officer in some instances, including where we believe that we have done all we can to address the complaint.
For more information about the Department’s parent complaints process, including the role of the Regional Office, please see: Raise a complaint or concern about your school.
To meet Department and legal requirements, our school must keep written records of:
Our school also follows Department policy to ensure that record-keeping, reporting, privacy and employment law obligations are met when responding to complaints or concerns.
The school will review this policy every 2 years.
The school will review its information about complaints made over time to:
Concern - is an issue of interest (because of its importance and effect) which is raised informally in order to improve or change a situation
Complaint - is an expression of grievance or resentment where the complainant is seeking redress or justice
Department Parents’ Website:
Student Wellbeing and Engagement Policy
Department Policy and Advisory Library (PAL) links:
This policy was made in consultation with Princes Hill Secondary College Sub School Leaders, Year Level Coordinators and teaching staff. This policy was also discussed at the Princes Hill Secondary College Education Committee and School Council meetings.
Policy Controls
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