Complaints Policy & Procedures

The Board of Management of Hollypark B. N. S. has adopted the INTO/CPSMA Complaints Procedure which provides a mechanism for dealing fairly with parental complaints against a teacher.

Introduction

Only those complaints about teachers which are written and signed by parents/guardians of pupils may be investigated formally by the Board of Management, except where those complaints are deemed by the Board to be:

(i) on matters of professional competence and which are to be referred to the Department of Education;

(ii) frivolous or vexatious complaints and complaints which do not impinge on the work of a teacher in a school;

(iii) complaints in which either party has recourse to law or to another existing procedure.

Unwritten complaints not in the above categories may be processed informally as set out in Stage 1 of this procedure.

The complaints Procedure is outlined in the “Information Booklet” for parents/guardians. (Appendix 1)

Stage 1

1.1 A parent/guardian who wishes to make a complaint should, unless there are local arrangements to the contrary, approach the class teacher with a view to resolving the complaint.

1.2 Where the parent/guardian is unable to resolve the complaint with the class teacher she/he

should approach the Principal Teacher with a view to resolving it.

1.3 If the complaint is still unresolved the parent/guardian should raise the matter with the

Chairperson of the Board of Management with a view to resolving it.

Stage 2

2.1 If the complaint is still unresolved and the parent/guardian wishes to pursue the matter

further she/he should lodge the complaint in writing with the Chairperson of the Board of

Management.

2.2 The Chairperson should bring the precise nature of the written complaint to the notice of the

teacher and seek to resolve the matter between the parties within 5 days of receipt of the written complaint.

Stage 3

3.1 If the complaint is not resolved informally, the Chairperson should, subject to the general

authorisation of the Board and except in those cases where the chairperson deems the authorisation of the Board to be required:

(a) supply the teacher with a copy of the written complaint; and

(b) arrange a meeting with the teacher and, where applicable, the Principal Teacher with a view to resolving the complaint.

Such a meeting should take place within 10 days of receipt of the written complaint.

Stage 4

4.1 If the complaint is still not resolved the Chairperson should make a formal report to the

Board within 10 days of the meeting referred to in 3.2 (b).

4.2 If the Board considers that the complaint is not substantiated the teacher and the complainant should be so informed within 3 days of the Board meeting.

4.3 If the Board considers that the complaint is substantiated or that it warrants further

investigation it proceeds as follows:

(a) The teacher should be informed that the investigation is proceeding to the next

stage;

(b) The teacher should be supplied with a copy of any written evidence in support of the complaint;

(d) The teacher should be afforded an opportunity to make a presentation of case to the Board. The teacher would be entitled to be accompanied and assisted by a friend at any such meeting;

(e) The Board may arrange a meeting with the complainant if it considers such to be required. The complainant would be entitled to be accompanied and assisted by a friend at any such meeting;

(f) The meeting of the Board of Management referred to in (d) and (e) will take place

within 10 days of the meeting referred to in 3.1 (b).

Stage 5

5.1 When the Board has completed its investigation, the Chairperson should convey the decision of the Board in writing to the teacher and the complainant within 5 days of the meeting of the Board.

5.2 The decision of the Board shall be final.

In this policy ‘days’ means school days.

Implemented: November 2007

Reviewed March 2020

Ratified by Board of Management Date: May 2020

Chairperson, Board of Management

Appendix 1

COMPLAINTS PROCEDURE

Should any parent feel that they have a grievance they should do something about it, quickly and personally. The following procedures, which have been developed over time, have been found to facilitate the positive resolution of most problems:

Firstly, arrange to meet the teacher at a time convenient to both of you.

The agreed order for processing complaints is as follows:

1. Remember your son’s teacher is in Loco Parentis while he is in school. If you have a

problem, a query or a complaint you should first approach the teacher and in general

any difficulties should be resolved at this stage.

2. If you are still dissatisfied you should bring the issue to the next stage – the principal.

The principal, having listened to both sides, will try to settle the issue to the satisfaction

of both parent and teacher.

3. If the issue remains unresolved it should be passed to the Board of Management, in

writing, through the Chairperson.

4. If still not satisfied, the complaint should be forwarded to the Department of Education,

in writing. Hopefully, this should not be necessary, and everyone should endeavour to resolve the issue on the first step of the ladder.

5. No anonymous complaint will be entertained by a Teacher, Principal, Board of Management or the Department of Education. Our Parents’ Association cannot involve themselves in a complaint as it is not their function.

Complaints Policy & Procedures