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Rationale
Self-managing schools have a direct responsibility for the quality of teaching,
learning, and pastoral care and for the promotion of a positive school
climate. It is important to have an agreed process that is seen to be fair
by students, parents, authorised agents and teachers, and to implement
the process in accordance with being a good employer and the requirements
of the employment contracts and the International Code of Practice.
The policy is designed to instil confidence in students, parents,teachers,
and authorised agents that all parties will be dealt with fairly.
Definitions
For the purposes of this policy, a concern is anything a person wishes
to raise with the school. This can be done in an informal and confidential
way. The matter may just require clarification, or some modification or
school procedures. If the matter cannot be resolved at this level, the
person with the concern may make a formal complaint.
Policy Statement
1) Each concern or complaint will be dealt with as close to its source as possible.
2) The BOT delegates the responsibility for dealing with initial concerns and
formal complaints about all personnel, except the Principal, to the school International
Student Director.
3) The BOT is responsible for dealing with concerns and complaints about the
Principal, and with complaints that the Principal has investigated, and deems
serious.
4) The principles of natural justice will be followed; that is, the person about
whom a formal complaint is made must have the opportunity to:
- Hear the details of the complaint
- Respond to the complaint.
In addition the person(s) making a decision on dealing with a complaint must
pay due regard to all parties without bias.
5) All perspectives will be heard before decisions are made.
6) The interests of all people will be taken into account.
7) People who raise a concern that needs an answer, or who make a formal complaint,
will be informed of any outcomes.
8) Records will be kept of all formal complaints received, detailing the process
followed and any outcomes that result.
9) The complaint will be dealt with within two weeks.
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If you would like to make a formal complaint because
the matter is a serious one, please see the Procedure for Making a Formal
Complaint.
If you would
like to discuss a concern more generally, and perhaps seek information
and assistance about it, please follow the advice below.
Once your concern has been discussed with the International Director, and
positions clarified, some action may be taken. If you are not satisfied
with the outcomes, you may wish to take your concern further.
Where your concern is about assessment in Years 11,12 or 13 you should
approach firstly the subject teacher, then the Head of Department, then
the NZQA Coordinator, then NZQA itself.
Students
If you have a concern about homestay, a teacher, or more generally about
teaching or school programmes, you will need to talk to the International
Director. If you think this may be difficult, talk it over with a support
person and/or take this person with you when you come to talk about your
concern.
This could be a parent, a school friend, someone from the community (e.g.
youth worker), or a school-based person (e.g. your form teacher, dean,
guidance counsellor, student contact). This person may help you clarify
what you wish to say.
If you cannot deal with the matter yourself, ask your homestay parent or
counsellor to raise it for you with the international Director.
Parents
If you have a concern about a teacher, teaching or school programmes,
you should firstly contact the International Director. If your concern
is about a matter, which does not involve a particular teacher, or about
something you don't feel able to talk about with the
international director, you should contact the school Principal.
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