Complaint Policy

GRIEVANCE POLICY FOR STUDENTS AND PARENTS

Rationale

Good relationships between our AIES and the community give our students a greater chance of success. Within the AIES environment, we support the right of any member of the community to have issues and concerns addressed and resolved. When this happens, we need to know the procedure to have concerns heard and acted upon. These concerns may relate to a wide range of issues.

 

Aim

To promote good relationships within the AIES community and to give students a greater chance of success.

 

General principles

All parties concerned must act respectfully, honestly and with compassion throughout the process.

AIES reserves the right to suspend or terminate any meeting where these principles are not upheld.

 

Procedure

Students with a grievance:

  • Should complete a Feedback/Complaints form and report to the directly to Management. They can be accompanied by their parents / guardians.
  • The AIES management must launch an investigation of the grievance
  • All reasonable efforts must be made to resolve the matter amicably
  • The AIES management must always be cognisant of reportable matters and must act accordingly

Parents/ Guardians with a grievance could:

(The parent/ guardian may choose to have an advocate to support them.)

  • Arrange a time to speak to the relevant teacher(s) about the problem

(Note: Parents / Guardians are not to enter classrooms or offices about a grievance without prior arrangement. All teachers’ responsibilities during class time is with the students.)

  • Let the teacher know what the issue is and allow a reasonable time frame for it to be addressed and subsequently resolved
  • AIES will take every reasonable step to ensure that grievances are dealt with and finalised within a 20 day period.

 

Escalation of Unresolved Concerns

Arrange an appointment with the AIES management if the issue has not been resolved within a reasonable time frame. The AIES undertakes to address all matters in a timely manner.

In the unlikely event that the issue is not resolved, a letter addressed to the Board of Governors, outlining the concerns, is the final step in the process.

 

Monitoring

Written: October 2018

Review Date: Within 1 (one) year

Persons Responsible: Head of AIES and Board of Governors

 

Feedback Form

Click here to submit your feedback.

STAFF GRIEVANCE POLICY

Rationale

Good relationships amongst staff members within a professional environment give students a greater chance of success. Within the school environment, we support the right of any member of the school community to have issues and concerns addressed. When this happens, we need to know the procedure to have concerns heard and acted upon.

 

Aim

To promote good relationships amongst staff members and to enable complainants to raise concerns about workplace issues without fear of victimisation or repercussion, and to ensure all grievances are dealt with fairly and objectively.

 

General principles

All parties concerned must act respectfully, honestly and with compassion throughout the process.

AIES reserves the right to suspend or terminate any meeting where these principles are not upheld.

 

Procedure

Definition: A grievance is a concern, problem or complaint raised with the school by a complainant. It can be caused by issues such as working conditions, health and safety concerns, bullying or discrimination or work relations.

 

Informal stage

In the first instance, we will aim to resolve a complainant’s grievance informally with their immediate senior. If the member of staff’s concerns relates to their immediate senior, they should discuss the issue with the next person in seniority.

It may be necessary for the member of staff who has raised a grievance, to attend a meeting to discuss the concerns in more detail. However, this will be determined on a case-by case basis.

If it is not possible to resolve the matter informally, complainants should set out their grievances in writing to the appropriate senior member of staff. (An organisational structure chart will be provided to staff members.)

 

Formal stage

The School will determine the most appropriate method of dealing with the grievance. This could include (among other things):

  • requesting further information from the complainant
  • requesting information from other co-workers or third parties
  •  meeting with the complainant or others involved in the grievance
  • reviewing and responding to the grievance or arranging for an appropriate person to review and respond to the grievance; or
  • facilitating a meeting between the complainant and the person(s) that the grievance is about.

On receipt of a grievance Management will generally take the following steps:

  • determine the best method of handling the grievance
  • advise the complainant of the likely steps that will be undertaken in relation to the grievance
  • advise the person(s) about whom the complaint is, of the nature of the grievance and seek their response
  • collect any additional information considered necessary to properly review the grievance; and
  • formally advise both the complainant and the person(s) that the grievance is about, of the response to the grievance and if appropriate, any proposed action to be taken.

However, there may be circumstances in which some of the steps outlined above are not appropriate, and Management will determine, at its absolute discretion, on a case by case basis, the most appropriate method of handling the grievance.

A staff member who raises a grievance and the person(s) that the grievance is about, may elect to have an appropriate support person present at any meeting with representatives of the management about the grievance. However, depending on the nature of the grievance it may not be appropriate for the support person to be a colleague.

AIES will take every reasonable step to ensure that grievances are dealt with and finalised within a 20 day period.

 

Appeals

If the complainant is not satisfied with the outcome of the grievance, they have the right to appeal the decision.

The complainant should set out their grounds of appeal in writing as soon as possible and submit this to the appropriate staff member. A grievance appeal panel will be appointed. This will be a group of people independent from any previous stage of the grievance procedure.

Appeals will be heard without unreasonable delay. Complainants will be told the time and place of the appeal meeting in advance.

Complainants have the right to be accompanied to the appeal meeting by an independent support person, competent to attend such meetings.

The outcome of the appeal will be confirmed in writing to the complainant within five working days.

Record keeping

Minutes will be kept of all meetings. Where possible, these will be confirmed as an accurate reflection of what was discussed during the meeting.

Records of all materials relating to the grievance process will be filed and kept securely.

 

Monitoring Arrangements

This policy will usually be reviewed annually but may be revised as needed. It will be reviewed by the Management Team.