COMPLAINTS MANAGEMENT POLICY & PROCEDURE 1.
RATIONALE Camberwell Grammar School (“School”) acknowledges that from time-to-time parents, students or members of the wider community may experience something at School that they feel is unsatisfactory or unreasonable relating to a policy, procedure, decision, behaviour, act or omission. The purpose of this policy is to outline the process for raising complaints and ensure that the School handles feedback and complaints fairly, efficiently and effectively. This policy and all associated procedures are intended to be conciliatory, non-adversarial and nonlegal.
2.
BODY OF POLICY 2.1.
Application This policy applies to complaints by students, parents and members of the wider community. Please note: this Policy does not apply to complaints by School staff (including employees, contractors, volunteers and School Council Members). Complaints by School staff are covered by the Complaint Handling Staff – Policy and Procedure (located on the Staff Portal in DEEDS). Other School policies may also apply in responding to certain complaints.
2.2.
Definition Word/s
Definition
Complaint
An expression of dissatisfaction made to or about the School, our services, staff, students or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. (Standards Australia - AS ISO 10002-2014 Guidelines for complaints management in organizations)
2.3.
Complainant
Person, organisation or their representative (including clients, consumers, service users, customers, etc) making a complaint.
Dispute
An unresolved complaint escalated internally or externally, or both.
Feedback
Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly expected or legally required.
Child Protection Commitment Camberwell Grammar School is committed to protecting all students in its care. The School has zero tolerance for child abuse and is committed to acting in students’ best interest, keeping them safe from harm. All child safety complaints will be addressed in accordance with the School’s Child Safety and Wellbeing Policy, Responding to Suspected and Reported Child Abuse Policy, Mandatory Reporting Policy (which can be found on the School’s Website) and applicable child protection laws and reporting obligations.
2.4.
Principles •
In resolving a complaint, the School will give priority to the student’s wellbeing and educational needs.
•
The School will respond to all child safety complaints, and other formal complaints in a timely manner. The School will acknowledge the complaint promptly and, where possible, the complainant will be kept informed of the progress of their complaint.
Document Owner:
Risk and Compliance Manager
Title: Reference Number:
Complaint Management GOV-POL-016
Original Issue: Approval Date: Review Date: Page:
May 2023 August 2023 August 2025 1 of 4