DEALING WITH GENERAL SCHOOL COMPLAINTS

1
DEALING WITH GENERAL SCHOOL
COMPLAINTS
Carmarthenshire County Council School Support
Service

• Governor Training Programme 2005

2
Aims Objectives

• To raise an awareness of school governing bodies
  complaints policy

• Be aware of the various stages of the complaints
  procedure
• Be aware of the changes outlined in the WAG
  circular 03/2004
• To revisit existing policy in light of new
  guidance.

3
Education Act 2002

• Section 29
• Required governing bodies of all maintained
  schools in Wales to establish a Complaints
  Procedure with effect from September 2003
• A Complaints Procedure
• is a way of ensuring that anyone with an
  interest in the school can raise a concern, with
  confidence that it will be heard and if well
  founded, addressed in an appropriate and timely
  fashion

4
Welsh Assembly Guidance Document (Circular
03/2004)

• Revisit policy in light of new guidance
• Take up the necessary training
• Consult staff, parents and pupils on new
  procedures
• Implement new procedures

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Guiding Principles

• A clear,impartial practical policy ensures-
• Parents are clear about how they can express
  concerns and how they will be responded to.
• School staff and governors are clear about
  their roles and responsibilities in how to
  respond to concerns.

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A complaints policy should include

• The principles behind a complaints procedure
• Roles of all involved
• Appropriate procedures
• Timescales
• Procedures for recording/monitoring

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Consultation

• Parents, pupils, governors, staff and local
  community.
• Summary published in the schools prospectus and
  a full copy provided to new parents, governors
  and staff (statutory requirement)
• Staff provided with a copy of the policy and
  aware of their role.
• Display on school web site, public notice boards
  etc..

8
Recording concerns complaints

• Monitor progress of complaint
• Provides evidence that complaint was considered
  and of the outcome
• Reference for future complaints
• Identify trends or reoccurring themes
• Reporting to governors

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Stage One (Informal /Verbal)

• Vast amount of complaints will be resolved at
  this stage often straightaway by the
• Class Teacher
• Head Teacher
• At this stage the complaints is still on an
  informal basis
• If the complaint is about the head teacher then
  the complaint must be referred to the chair of
  governors

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When a concern becomes a complaint

• Most concerns are dealt with at stage one
• If the complainant is not satisfied, the
  concern becomes a formal complaint
• General complaints only
• Not included
• Failure to follow National Curriculum
• Disciplinary/capability Issues about staff
• Exclusions, Admissions, SEN issues
• Police matters (child protection issues)

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Stage Two (Written)

• When it has not been possible to achieve an
  informal resolution the complainant must put the
  complaint in writing
• Head or designated officer must acknowledge
  complaint in writing and provide a copy of the
  complaints policy
• Indicate timescale for response usually (10days)
• Response in writing
• Recording the complaint
• Inform of next stage

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Acknowledgement letter should

• Set out a timetable and ensure that
• All parties involved in the complaint are
  entitled to provide evidence for the committee to
  consider
• The date by which parties should provide such
  evidence
• The date by which documents will be forwarded to
  the person complained about
• The date by which the person complained about
  must return their response
• The date the responses will be made available
• The date of the hearing (if available at this
  point)

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Stage ThreeComplaints Panel

• At least three governors (pool of 4/5)
• Could use the same committee as the staff
  grievance or staff disciplinary committee
• The involvement of the head on the committee is
  not recommended as this could compromise
  impartiality

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Stage Three (Complaints Panel)

• Stages 1 2 exhausted
• Check membership prior to hearing
• Chair should ask the clerk to acknowledge the
  complaint within 5 days
• Clerk to arrange the meeting within15 days of the
  date of the letter of complaint
• Clerk needs to check if parties can attend the
  meeting and arrange a suitable venue

15
Complaints Appeals Committee(Circular 03/2004)

• The purpose of the appeals committee is to rehear
  the complaint.
• The appeals committee can overturn the first
  committees decision

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Role of the Chair

• Central role to play in hearing
• Introduce all parties and explain the hearing is
  impartial
• Ensuring all issues are addressed
• Roles of those present at the meeting
• Each party is respected can present case
  uninterrupted

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Stage Four Role of the LEA/Diocesan authority

• LEAs and diocesan authorities do not have a
  statutory role - responsibility rests with
  governing body
• Can be asked for advice
• Reviews procedures followed

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Stage Five Role of the W.A.G

• No statutory role
• Reviews process followed

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VARIOUS COMPLAINTS PROCEDURES

• General complaint about the school (Diagram 1)
• Complaint about the head (Diagram 2)
• Complaint about the Complaints Officer (Diagram
  3)
• Complaint against the Chair of Governors and
  complaints against the Chair of Governors and
  Head (Diagram 4)
• Complaint against the Chair and Vice Chair of
  Governors together (Diagram 5)
• Complaint about a Governor (including the Vice
  Chair) or group of Governors (Diagram 6)

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Aims Objectives achieved?

• Be aware of the various stages of the complaints
  procedure
• Be aware of the changes outlined in the WAG
  circular 03/2004
• To revisit existing policy in light of new
  guidance.

• Set a timetable for consultation
  implementation!