Complaints Handling (Students and Parents) Policy

1. Purpose

Maitland Christian School is a Christian educational community, growing faith, character and abilities through teaching and learning excellence, in partnership with families and the Church.

Maitland Christian School takes all complaints or concerns that may be raised seriously. This Complaints Handing Policy and Procedure document is intended to provide students, parents, or caregivers a mechanism for resolving disputes and/or complaints in a simple, well-defined manner in a supportive and cooperative environment, with confidentiality and sensitivity.

The document specifies a process for handling such complaints when they are raised with the School and also makes clear that the School will decide on a case-by-case basis on the most appropriate method of handling the matter.

The policy intends to reflect the school's desire to function as a Christian community.

2. Biblical Framework

As a Christian community, we take seriously Jesus' call to be Peacemakers: "Blessed are the peacemakers, for they will be called children of God" (Matthew 5:9). A peacemaker is someone who is equipped to bring peace to conflict, restoration to damaged relationships, and the hope of Jesus in difficult situations. Maitland Christian School actively promotes the PeaceWise framework for promoting and maintaining relationships in our school communities.

As Christians, we are exhorted in Ephesians 4 to 'be completely humble and gentle; be patient, bearing with one another in love. Make every effort to keep the unity of the spirit through the bond of peace'.

Christians are called upon to resolve disagreements amongst themselves and to 'live in harmony with one another' (Romans 12:14) and "If it is possible, as far as it depends on you, live at peace with everyone: (Romans 12:18)

3. Scope

1. This policy applies to all parents, caregivers and students at Maitland Christian School and Arise Christian College, when raising a general complaint about the School, its operations or staff.

4. Policy Statement

1. Wherever possible, complaints should be resolved through discussion, cooperation, and conciliation. The aim is to reach an acceptable outcome that restores and maintains good relationships. Resolution of the issues and preservation of relationships should be the intent of all interactions and communication regarding a complaint.
2. Where resolution of a matter has not occurred through discussion, cooperation, and conciliation, the School is open to receiving complaints. It recognises that it is good and fitting that members of our community have the opportunity to express disappointment or disapproval and seek to engage in such situations to clearly reach mutual understanding and cooperation amongst the parties involved.
3. A complaint is an expression of dissatisfaction, related to Maitland Christian School's services or operations, about any act, behaviour, omission, situation, or decision someone thinks is unfair, unreasonable, or unjustified. The complaint must lie in the power of management to resolve, not in matters determined by legislation.
4. All complaints should be resolved at the lowest level of hierarchical responsibility possible for the mutual satisfaction of the school and the parents.
5. The School commits to fair resolution and procedural fairness in addressing complaints at all levels. All parties are expected to participate in the complaints process in good faith.

4.1 Confidentiality

Confidentiality is important in the complaints process.

1. The School is committed to the confidentiality of complaints at all process steps and will only involve persons in the matter necessary to understand and resolve the complaint. All parties are expected to discuss the matter only with their support person and other parties directly involved.
2. All parties are reminded that they must not use social media or other public methods to denigrate the School, staff, students or other members of the School community.
3. Although the School is committed to the confidentiality of all complaints, there may be a situation where it is not possible to uphold a person's right to confidentiality e.g. a health and safety risk or criminal activity. The School's obligation to provide a safe environment for students, staff and parents is always considered a high priority

4.2 Who does this Complaints Handling Policy apply to?

1. This policy extends to general complaints from students, parents, or caregivers.
2. Some complaints are better handled under other school policies, and the School will, at its discretion, decide which policy is best suited to the complaint (e.g., child protection, bullying prevention).
3. Complaints about alleged staff misconduct or reportable conduct are treated seriously and prioritised in the complaints handling process, with due confidentiality and care. The procedures to make a complaint or report of staff misconduct or reportable conduct are found in the Regarding Staff Misconduct and Employee Reportable Conduct, found on the School website on our public-facing policies and procedures page

4.3 Complaints Handling Roles

1. All formal complaints come to the Complaints Committee. The Complaints Committee is responsible for ensuring procedural fairness by keeping accurate records of the complaint status, and ensure the complaint is actioned by the appropriate School Contact Person within the appropriate time frames (see 4.7 Time Frames).
2. The School Contact Person is appointed by the Complaints Committee and is responsible for handling Formal complaints.

4.4 Complainants

1. Parents and caregivers have the right to seek access to information about and clarification of circumstances relating to their children's education and welfare. While investigating any complaint regarding their child/ children, the School's compliance with Privacy requirements will determine the nature of any information available regarding any other parties in the matter.
2. Complainants have the right to be heard and listened to and have their concerns addressed procedurally fairly. They are entitled to seek appropriate advice and to have a support person present at all meetings.
3. Complainants must approach the process in good faith and be courteous when dealing with the respondent.

4.5 Respondents

1. Respondents have a right to be informed of a complaint against them within a reasonable timeframe. They are entitled to present their version of the event and reasoning. In addition to seeking appropriate advice, they are entitled to have a support person present during all meetings.
2. Respondents must approach the process in good faith, uphold strict confidentiality, and be courteous in dealing with all persons during the complaint process.

4.6 Support Person

1. The support person's role is to accompany a complainant or respondents to any meeting during the complaints process. They must not have an active role in the resolution process and are not to be a spokesperson for the complainant.

4.7 Time Frames

1. Staff members contacted regarding a concern should initially respond by acknowledging receipt of the concern by the end of the next working day by either email or phone conversation.
2. The School will try to resolve all formal complaints as quickly as possible. The formal complaints process will commence within 10 days of acknowledging a Formal complaint.
3. The School will undertake to finalise all complaints procedures within 20 working days. Should this not be possible due to the complexity, nature or scope of the complaint, the School will advise the complainant in writing of the need for more time and, where possible, a likely timeframe for a resolution to occur.
4. Contact via email after the close of school hours (3.30pm) on weekends or during school holidays will be deemed to have been received by the Complaints Committee on the next School term day.

5. Procedures

The School will decide the most appropriate method of dealing with concerns on a case-by-case basis. Often, a complaint is a simple misunderstanding that can be easily resolved through effective communication.

5.1 Informal Complaint Procedure

In the first instance, attempts should be made to resolve the issue as outlined below informally:

1. Primary Students and Parents or CaregiversStudents should:
   1. Tell their teacher and/or parents or caregivers about the problem.

   Parents or caregivers should:

   1. Raise the matter with the teacher in the first instance.
   2. If the matter is unresolved, discuss it with the appropriate Primary Stage Coordinator.
   3. If the matter remains unresolved, please refer to the Formal Complaints Handling procedure below.
2. Secondary Students and Parents or CaregiversSecondary students should:
   1. Discuss the matter with the teacher with whom they have the concern, or the relevant KLA or Stage Coordinator.
   2. If the matter remains unresolved, ask their parent or caregiver to contact the Director of Students.
   3. If the matter remains unresolved, please refer to the Formal Complaints Handling procedure below.

5.2 Formal Complaints Procedure

Formal complaints should only be made if the previously outlined procedures have not been able to bring about resolution. All Formal Complaints will be handled in the first instance by the Complaints Committee. Formal complaints should be emailed to complaints@maitlandcs.nsw.edu.au and include the following information:

• Dates, times, and places of the complaint.
• Perceived problem from the perspective of the complainant.
• A Formal account of the progress of the informal discussions and attempts at resolution between the parties.
• Suggestions of possible solutions/outcomes.
• Any other important information.

At this point, the complainant will receive Formal acknowledgement of the complaint, subject to the Time Frame clauses above.

Depending on the nature of the complaint, the School will decide at its absolute discretion at which level the complaint is most appropriately handled and may refer the matter back to informal resolution processes if these have not been applied.

a. Procedural Fairness

1. The Complaints Committee will ensure procedural fairness by:
   • Keeping accurate records of the process and status of the complaint.
   • Always maintaining confidentiality.
   • Ensuring the complaint is referred to and actioned by the appropriate School Contact Person, within the appropriate time frames.
2. The School Contact Person will ensure procedural fairness by:
   • Letting parties communicate their concerns openly.
   • Maintaining impartiality throughout the process.
   • Encouraging solutions.
   • Keeping notes of any solutions that either party suggested.
   • Keeping accurate records of the final solution that is determined.
   • Always maintaining confidentiality.
   • Conducting interviews with all parties.
   • Speaking to witnesses.
   • Review any further information provided by the complainant and respondent, including Formal materials, witness accounts or any other evidence directly relevant to the issues the party wishes to be considered.
   • Seeking further information as required to clarify, give context, or understand the nature or background of the complaint.

b. Determinations

1. Once the appointed School Contact Person has come to a decision, they may:
   • Uphold the complaint.
   • Dismiss the complaint if it is without merit or is frivolous.
   • Uphold some elements of the complaint and dismiss other elements.
2. The complainant will be advised of the outcome in writing.

c. Appeals

1. At the conclusion of the complaint process, the final determination of the complaint is not able to be the subject of an appeal. However, the aggrieved party/s may appeal the process applied to the complaint.
2. When so requested, the School will advise the aggrieved parties to direct their appeal in writing to the Complaints Committee. Such appeals should be lodged within 7 working days of the final determination of the complaint being issued to the concerned parties in writing.
3. The Complaints Committee will review the process applied to managing the complaint and communicate in writing finding regarding the appeal.

6. Definitions

Complaint means an expression of dissatisfaction, related to Maitland Christian School Limited's services or operations, about any act, behaviour, omission, situation, or decision someone thinks is unfair, unreasonable, or unjustified.