For Students, Parents/Carers, & Staff

[Audio] Complaints Policy and Procedure training For Students, Parents/Carers, & Staff Welcome to the training on the Complaints Policy and Procedure at Koralbyn International School. This presentation will guide you through the process of raising and addressing complaints respectfully and effectively..

[Audio] Purpose of the Policy: The purpose of this Complaints Policy and Procedure is to outline a clear process for raising complaints. Our goal is to ensure all concerns are addressed courteously, respectfully, sensitively, efficiently, fairly, impartially, and transparently..

[Audio] Scope and Responsibility: This policy applies to students, parents/carers, and staff. The Principal is responsible for overseeing the complaints process. If you have a complaint, the Principal is your point of contact..

[Audio] Definitions: A complaint is an expression of dissatisfaction with a real or perceived problem. The person raising the complaint is the complainant, and the person the complaint is directed against is the respondent..

[Audio] STATEMENT OF VALUES Kooralbyn International School aims to provide a safe and supportive environment, build positive relationships, and manage complaints efficiently and fairly. We value transparency, respect, and continuous improvement..

[Audio] SCOPE OF THE PROCEDURE This procedure covers all types of complaints, including those related to sexual harassment, discrimination, bullying, and privacy breaches. Specific policies may address particular issues..

[Audio] CHILD PROTECTION Child protection concerns are handled under specific policies and legislation. Complaints about harm to children must be addressed through the school's Child Protection Policy..

[Audio] MAKING A COMPLAINT (General) The school welcomes suggestions and complaints. Complaints will be treated as expressions of genuine dissatisfaction that need a response. Open communication is essential to address and resolve issues..

[Audio] HOW TO COMPLAIN (Parents/Carers) Parents should first try to resolve complaints informally with the person most closely concerned. If unresolved, the complaint can be taken to a more senior staff member. Complaints about the Principal should be directed to the HR Manager or Business Manager..

[Audio] HOW TO COMPLAIN (Students) Students can raise their concerns with any staff member, including the Principal. Depending on the issue, it may be appropriate to involve parents in the complaint management process..

[Audio] HOW TO COMPLAIN (Staff) Staff should initially try to resolve complaints informally. If unresolved, the complaint should be taken to a senior staff member, such as the HR Manager or Business Manager. Complaints about the Principal should also be directed to HR or the Business Manager..

[Audio] CONFIDENTIALITY Complaints will be treated confidentially, but information may need to be shared on a 'need to know' basis. In some cases, third parties outside the school may need to be informed, especially if a child's safety is at risk..

[Audio] EXPECTATIONS AND REQUIREMENTS All parties involved in a complaint are expected to act in good faith, provide accurate information, show respect, and avoid derogatory statements. Retaliation and frivolous complaints are not tolerated..

[Audio] NATURAL JUSTICE When a complaint is raised, the respondent must be fully informed of the allegations and given an opportunity to respond. The decision-maker must act impartially and only on proper evidence..

[Audio] ZERO TOLERANCE The school will not tolerate harassment, vilification, or victimisation of anyone involved in the complaints process. We strive to maintain a respectful and safe environment for all..

[Audio] VEXATIOUS CLAIMS Malicious or vexatious complaints are not tolerated and will be addressed appropriately. Our goal is to ensure all complaints are genuine and raised in good faith..

[Audio] PRECEDENCE If there's any inconsistency between this procedure and other school policies, this procedure takes precedence, except for mandatory reporting obligations under the Child Protection Policy..

[Audio] COMMUNICATION CHANNELS Complaints can be made via email, letter, phone, or in person. If unsure whom to contact, ask to speak to the HR Manager or Business Manager for guidance.

[Audio] Students, parents/carers, staff members and others wishing to make a complaint know how to do so; We respond to complaints within a reasonable time and in a courteous and efficient way; We take action where appropriate. Students, parents/carers, staff members and others understand that we listen and take complaints seriously; and RESOLUTION PROCESS The process adopted in response to a complaint may vary. It can be informal or formal, and may involve internal review or an independent investigation. We aim to resolve complaints efficiently..

[Audio] TIMELINE FOR RESOLUTION While we strive to resolve complaints quickly, it may take up to 60 days for a thorough investigation and resolution. We will keep you informed of progress and any delays..

[Audio] OUTCOME SATISFACTION We hope you feel satisfied with the outcome of your complaint. If not, you can request further review by the Chairman of the School Board or another appointed individual..

[Audio] IMPORTANCE OF FEEDBACK Your feedback is valuable and helps us improve our processes. We encourage open communication and welcome your suggestions and comments..

[Audio] HR Manager Lisa McCarron l_mccarron@tkis.qld.edu.au Principal Geoff Mills Business Manager Angela Mills a_mills@tkis.qld.edu.au principal@tkis.qld.edu.au CONTACT INFORMATION Here are the contact details for the HR Manager, Business Manager, and Principal. Don't hesitate to reach out if you have any questions or need assistance..

[Audio] RECAP AND SUMMARY To recap, this policy aims to handle complaints respectfully and fairly. Remember, communication is key, and we are here to help resolve any issues you may have..

[Audio] THANK YOU Thank you for your attention. We appreciate your commitment to maintaining a positive and respectful environment at Kooralbyn International School..