NAG 3.9 Concerns and Complaints Policy


Adopted June 2019

Reviewed October 2022

Th next review date is October 2025


Policy Statement

KingsGate School responds to complaints in a fair and consistent manner and provides members of the school community with procedures to follow. Outside agencies will be asked for advice in any situation where the School Board is unsure how to resolve the issue.


Problems are likely to arise if parents or students feel the school is not open to their concerns. In dealing with all situations of a difficult or delicate nature we endorse the Matthew 18 principle for resolving problems – in the first instance go to the person involved.


Caregivers, students, and staff should feel valued and involved with the school and if concerns arise should be encouraged to voice these concerns. This is more likely to occur where the culture of the school is open and complaints are received in a positive manner.



The key principles for the handling of complaints are:

To ensure a positive complaints process.

To ensure confidentiality is maintained.

To uphold the mana of all involved.

To ensure a safe environment to resolve complaints

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