1. Policy Statement
Little Flower Online School is committed to maintaining high standards of education and a positive learning environment. We recognize that concerns and complaints may arise and are committed to addressing them promptly, fairly, and transparently. This policy provides a structured framework to handle complaints from students, parents, staff, and other stakeholders in a manner that fosters trust and accountability.
2. Purpose of the Policy
- Provide a clear and transparent process for addressing complaints.
- Ensure all complaints are handled respectfully, fairly, and promptly.
- Foster an open and supportive environment where concerns are raised without fear of retribution.
- Identify and address issues to improve services and ensure accountability.
3. Scope
This policy applies to:
- Complaints from students, parents, staff, and other stakeholders regarding any aspect of the school’s operations, including teaching, learning, facilities, or administration.
- Issues that cannot be resolved informally and require a formal resolution process.
Complaints related to child protection will be handled in accordance with the school’s Child Protection Policy and may involve external authorities if necessary.
4. Principles of Complaint Handling
- Accessibility: The complaints process is clearly communicated and easily accessible to all stakeholders.
- Confidentiality: Complaints are handled with the utmost confidentiality, ensuring the privacy of all parties involved.
- Impartiality: Complaints are addressed in a fair, unbiased manner, ensuring all parties have an opportunity to be heard.
- Timeliness: Complaints are resolved promptly, with clear timelines for each stage of the process.
- Accountability: Outcomes are clearly communicated, and appropriate actions are taken to resolve the issue and prevent recurrence.
- Continuous Improvement: Complaints are viewed as opportunities to improve the school’s processes and services.
5. Definition of a Complaint
A complaint is defined as an expression of dissatisfaction regarding:
- The quality of teaching or learning.
- School policies, practices, or procedures.
- The behavior or actions of staff or students.
- Facilities, resources, or the online platform.
6. Complaint Process
Step 1: Informal Resolution
- Raising Concerns: Stakeholders are encouraged to raise concerns informally with the relevant person (e.g., teacher, department head, or staff member). Many issues can be resolved quickly through open communication.
- Initial Response: The staff member addresses the concern promptly and provides an explanation or resolution. If the issue remains unresolved, the complainant may proceed to the formal stage.
Step 2: Formal Complaint
- Submission of Complaint: A formal complaint must be submitted in writing using the school’s Complaint Form or via email to the designated complaints officer. The complaint should include:
- A clear description of the issue.
- Details of any informal attempts to resolve the matter.
- The desired outcome.
- Acknowledgment: The school acknowledges receipt of the complaint within 3 working days and provides a timeline for resolution.
- Investigation: The complaint is reviewed by a designated senior staff member or complaints officer. The investigation may involve interviews, document reviews, and consultation with relevant parties.
- Outcome: A written response is provided within 10 working days of receiving the complaint. If additional time is required, the complainant is informed of the delay and the revised timeline.
Step 3: Appeal
- Appeal Process: If the complainant is not satisfied with the outcome, they may submit an appeal in writing within 5 working days of receiving the response. The appeal is reviewed by the Principal or an independent panel.
- Final Decision: A final written decision is provided within 10 working days of the appeal submission. The decision of the Principal or panel is final.
7. Roles and Responsibilities
- Complainant: Raise concerns promptly and respectfully. Provide all relevant information and cooperate with the investigation process.
- Staff and Teachers: Respond to informal complaints promptly and professionally. Refer unresolved issues to the formal process.
- Complaints Officer: Acknowledge, investigate, and resolve formal complaints. Maintain records of complaints and their resolutions.
- Principal: Oversee the complaints process and ensure adherence to this policy. Review appeals and provide final decisions.
- School Leadership Team: Review complaints trends and implement changes to improve practices where necessary.
8. Confidentiality and Record-Keeping
- Confidentiality: All complaints and related information are treated as confidential and shared only with relevant parties.
- Record-Keeping: A record of all formal complaints, investigations, and outcomes is maintained securely by the school for a minimum of 5 years.
9. Monitoring and Evaluation
The complaints process is reviewed annually to ensure effectiveness and compliance with school policies and best practices. Feedback from stakeholders is considered to improve the process and address recurring issues.
10. Policy Compliance
Non-compliance with this policy by staff or stakeholders may result in disciplinary action or other appropriate measures.
11. Communication of the Policy
- The Complaints Policy is made available to all stakeholders through the school’s website and parent portals.
- Staff receive training on handling complaints in line with this policy.
