complaints handling policy

Woodcroft College recognises that from time to time, grievances may arise within the school community. This policy sets out guidelines and processes by which matters of concern can be addressed respectfully, fairly, in a non-adversarial and timely manner, with discretion and with sensitivity to all concerned.

Woodcroft is committed to:

• Ensuring that the school is a safe, fair and just place.
• Actively promoting the development of positive and respectful relationships.
• Being proactive in seeking to minimise the incidence of conflict.
• Supporting the right of every member of the school community to have their grievances listened to, addressed fairly and dealt with expeditiously.
• Encouraging wherever possible, the resolution of complaints, if and when they arise, at a school level.
• Attempting to resolve disputed and grievances in a non-threatening, respectful manner and in a supportive environment.
• Complying with all relevant statutory and legal requirements. These include but are not limited to anti-discrimination and vilification laws, child protection laws and Family Court Orders.

A complaint or grievance is an expression of dissatisfaction with a real or perceived situation, outcome or decision.

The dissatisfaction may be based on a perception that the College has:

• Done something wrong; or
• failed to do something it should have; or
• acted unfairly or unreasonably.

The grievance or complaint may be about:

• The College in general or a specific department.
• The type, level or quality of services.
• The behaviour and/or decision of an individual staff member.
• The behaviour and/or actions of a student.
• The behaviour and/or actions of a parent or other member of our College community.
• A policy, procedure or practice.

Parents are entitled to a valid complaint with the College. As such, complaints should be lodged in good faith without frivolous, malicious or vexatious intent.

Every reasonable effort will be made by the College and its representatives to ensure that a person who lodges a complaint or anyone dealing with or involved in the complaint will not be treated unfairly, victimised, coerced or intimidated.

Communication and resolution processes should always be based on the parties acting in good faith, exercising good judgment, being open and honest and focusing on the issue and not the person(s).

Each complaint is to be dealt with on its particular circumstances and merits and any settlements reached or determinations made through the resolution process will not necessarily constitute a binding precedent for future or similar cases.

In responding to a complaint, informally or formally, every reasonable effort shall be made to ensure that natural justice and procedural fairness are afforded to all parties. This means in practical terms that:

• All parties are entitled to be treated with respect and to be heard.
• All parties should participate fully in the resolution process to achieve an outcome that is realistic and reasonable.
• A person who is the subject of the complaint shall be informed of the substance thereof and given a full opportunity to present their perspective.
• All parties have the right to seek advice and support.
• Investigations and proceedings must be conducted fairly, thoroughly and without bias or undue delay.
• Parties should provide all relevant, material, complete and factual information, documents or other evidence relating to the complaint.

Complaints may be made anonymously or using a pseudonym. However, if you choose to do so we will be unable to provide you with feedback on the progress and outcome of your complaint. It may also limit our ability to fully investigate the complaint if we are unable to contact you to obtain further details.

Many complaints may be minor in nature or readily resolved, and often arise from genuine misunderstandings and/or issues relating to communication. In most cases, these can be resolved informally.

Woodcroft encourages wherever possible and as soon as practicable after the concern arises, that a person seeks to resolve the complaint in an informal and amicable manner. This is often best achieved through direct communication and discussion between the parties themselves (i.e. parent and teacher).

We therefore ask that, where appropriate, you first raise your concern directly with the relevant staff member.

If the matter cannot be resolved by the parties themselves, our Formal Complaints process should be followed.

If you have been unable to resolve a matter informally, or wish to make a formal complaint you can do so by:

1. Submitting your complaint using the Feedback Form located on School Stream or the College website.
2. This form will be screened by our Complaints Officer. If the complaint is about the Principal or member of the College Council, the complaint will be directed to the Chair of the College Council. If the complaint is about the Chair of the College Council, it will be directed to the Director, Corporate Services.
3. When submitting the form, explain the nature of the complaint including specific relevant details.
4. All formal complaints will be logged into our online complaints management system and managed in accordance with the following procedure.

As soon as practicable after a formal written complaint has been lodged, a process will be put in place by the College to investigate the complaint.

The investigation may involve:

• Providing an opportunity for the complainant to fully communicate the complaint in detail.
• Where the complaint involves staff, providing details of the complaint to them and seeking their response.
• Accessing any other relevant information in relation to the complaint.

After the investigation is completed, the person conducting the investigation will make a determination.

As a general rule, the Chair or members of the College Council are not directly involved in the first instance with the receipt, investigation or resolution of a serious complaint other than grievances within the School Council itself.

In instances where a complaint is about the Principal a person may, if they feel the matter cannot otherwise be resolved or feels it is appropriate to do so, lodge a formal complaint with the Chair of the College Council. In turn and in consultation with the complainant, the Chair will expeditiously take all reasonable steps to have the complaint fully investigated and to facilitate a resolution.

If the complaint is substantiated, the evidence is inconclusive or if the complaint is found not to be substantiated, all parties will be formally advised accordingly, along with any follow up counselling or other actions as the parties agree and/or the College deems appropriate and necessary in all the circumstances.

All complaints received will be entered into our Complaints Register and, where appropriate, corrective actions will be made to address any underlying processes which the complaints investigation revealed may require improvement.

If the matter remains unresolved, and/or the complainant is not satisfied with the outcome or the way that the complaint has been managed, the complainant may pursue external resolution alternatives.

A parent may withdraw a complaint at any stage of the resolution process. If a complaint is withdrawn, the matter will be deemed to be closed, unless the College, at its discretion and in all the circumstances, wishes to continue to address a matter raised.

The College is committed to maintaining the confidentiality of information throughout the complaints process. This includes maintaining the privacy of information relating to the person making the complaint and any person named in the complaint.

However, it should be noted that documents that may be created during the course of investigations and handling a complaint might have to be produced in legal proceedings. It is important to be mindful of this at all times.

Complaints of this nature are managed by the College in a different manner from other complaints. This is because of the additional confidentiality and privacy requirements surrounding these kinds of matters.

We refer to these as child safety-related complaints.

Complaints and allegations include:

• breaches of the Child Safe Codes of Conduct
• harm to a child or young person (including but not limited to harm to a current or former student) by:
  • current or former staff members
  • current or former students
  • other people on College premises or at College events
• inappropriate behaviour or sexual misconduct by a staff member or by another person on College premises or at College events
• other child safety-related misconduct

If your complaint is a child safety-related complaint, please make your complaint to:
Andrew Griffiths, Deputy Principal – Wellbeing and Student Experience
E: [email protected]
P: 8322 2333

Or if this person is the subject of your complaint:
Shannon Warren, Principal
E: [email protected]
P: 8322 2333

For information about how the College manages child safety-related complaints, as well as any child safety incidents or concerns at or involving the College or its staff members, please refer to our Child Safe Policy, available on our School Stream parent app.