Complaints Policy


Bunscoil Chríost Rí

Complaints Policy



Introductory Statement

As a school community, we are committed to upholding the ethos of Catholic schools, the charter of the Presentation Brothers’ Trust, our school mission statement and our vision for the school in all our dealings with pupils, parents, one another and with the wider community in which our pupils live.

For that reason, we will try to prevent or minimise the need for complaints where this is possible. However, all complaints will be approached in a spirit of mutual respect and tolerance for the benefit of all.

This policy seeks to outline our approach to dealing with the following:

Complaints about teachers

Complaints about Special Needs Assistants (SNAs)

Complaints about pupils

Complaints about ancillary staff, substitute teachers etc.

General Complaints


Complaints about Teachers - Made by Parents
The Complaints Procedure outlined in the ‘Management Board Members’ Handbook’ which has been agreed between the INTO and the CPSMA will be followed in relation to complaints about teachers made by parents. It is important to note the following:

It is expected that, in the first instance, a parent who has a complaint about a teacher would approach the teacher at a mutually suitable time with a view to resolving the difficulty. If the class teacher is by-passed by the parent, in favour of discussing the complaint with the principal, in the majority of cases it will be suggested that the teacher should be approached first. However, if the principal feels that this would be unwise, the complaint will be listened to without prejudice.

In all circumstances, the principal, having listened to both sides, will try to bring the issue to a satisfactory conclusion.

Parents will be expected to make an appointment to see the class teacher if the matter needs more than a few minutes to resolve, in view of the fact that classes must have adequate supervision at all times and that corridors are unsuitable venues for discussion purposes. Parents should always request an appointment with the teacher if there are matters of a serious or sensitive nature to be discussed.

Teachers are not expected to have to deal with an angry, aggressive, threatening, intimidating or otherwise abusive parent. The support of the principal, or if unavailable, deputy principal or colleague should be sought in these circumstances.

In the interest of teachers’ personal safety, parents presenting with a complaint under the influence of drugs or alcohol, should not be engaged with and reported to the principal.

Teachers should retain a written record of any altercation which arises with a parent or guardian during which the teacher is threatened, shouted at or otherwise abused. A copy of this record should be given to the principal.

    

 If a complaint cannot be resolved with the class teacher, parents may bring the matter to the principal.


Complaints about Special Needs Assistants (SNAs)

Complaints coming from parents will be dealt with directly by the class teacher who will try to resolve the difficulty amicably.

Complaints about the SNA coming from the class teacher will be dealt with in the first instance by the teacher approaching the SNA with a view to resolving the issue. If the matter cannot be resolved satisfactorily, it will be brought to the principal.


Complaints about Pupils

Complaints made about pupils by other parents will be handled by the class teacher in the first instance and the principal, if thought necessary, through the procedures set out in the Code of Good Behaviour and the Anti-Bullying Policy.

Under no circumstances should a parent approach any other child other than their own child.

 In school related matters involving pupil complaints, parents are advised not to approach or discuss the matter with other parents and to allow the school follow the agreed procedures.

Complaints made about pupils by other pupils will be handled by the teacher to whom the complaint is made in the first instance and by referring the matter to the principal if considered necessary.


Complaints about Ancillary Staff, Substitute Teachers, etc.

These will be referred to the principal who will approach the staff member directly in order to resolve the issue.


Complaints about Visitors to the School

In the case of visitors to the school, (e.g. students on work experience, students on teaching practice, visiting members of other agencies) the complainant will refer the issue to the principal in the first instance.

If not resolved at this stage, the issue will be referred to the management body dealing with the worker with a view to resolving the issue.


General Complaints
If received by personnel other than the principal, these will be dealt with by asking for the name of the complainant, his/her relationship to the school and what the complaint is in connection with, before passing these details on to the principal. No further details will be sought, nor will the complainant be engaged with, except by the principal teacher. The principal will decide on a case by case basis, the appropriate procedure to be followed.


Complaints about a Department of Education and Skills Inspector
In the case of complaints against a school inspector, the guidelines established by the INTO in the publication: ‘Procedures for Review of Inspections’ and the Department of Education and Science ‘Comments and Complaints’ guidelines will be followed.

As stated in the guidelines, any complaint will be issued and conveyed to the Inspectorate on the day in question or by the end of the following day.


Roles and Responsibilities
All stakeholders involved in the education of pupils will take responsibility for implementing the policy.


Review
The Policy will be evaluated on an ongoing basis by representatives from the whole school community and will be reviewed every three years.


Ratification and Communication
The Policy was ratified by the Board of Management on:


Date: ___28/03/2017_____


Signed:

 

Chairperson