Concerns and Complaints Policy

Adopted 17th June 2019
Next review date: December 2025 (Reviewed Triennially)
Next review date: December 2028

Policy Statement
KingsGate School responds to complaints fairly and consistently, providing members of the school community with clear procedures to follow. Outside agencies will be consulted for advice in any situation where the School Board is uncertain about how to resolve an 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 problematic 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 in the school, and if concerns arise, they should be encouraged to voice them. This is more likely to occur in schools with an open culture that receives complaints in a positive manner.

Purpose
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.