This procedure is for used for serious complaints and grievances, when other communications protocols have been used. (see communications protocols)



  1. Initially, complaints and grievances should be raised directly with the person involved.
  2. If not resolved, then with the teacher liaison officer who will take the matter to the College of Teachers or arrange to facilitate a resolution.
  3. If the matter is still unresolved in a satisfactory way, then it should be raised with the principal (if not appropriate to raise it with the principal, then another member of College).
  4. If you have any queries about this process you should contact the principal.


Complaints and grievances are to be dealt with fairly and expediently. It is important that all relevant information is gathered and that it is considered in an objective manner.


All steps will be taken to deal with the complaint fairly and to take appropriate actions once a course of resolution is decided.


Every endeavour will be made to resolve complaints in a co-operative, open and friendly manner. Follow-up responses are taken to repair and re-establish communication. The principal nominee and teachers promulgate an ethos of cooperativeness in the school community.


In extreme cases, the school may use outside resources to resolve a complaint.


Parents are notified in an information booklet (Kindlehill – Information for Parents) of the policy regarding communication, complaints and grievances.  In the brochure, “what’s happening and who does what”, the Parent – Teacher Liaison Officer is identified, and this will be updated and provided to the school community at the start of each year.


Complaints and grievances will be examined within the context of Procedural Fairness.

  • Procedural fairness requires the person conducting an investigation to:
  • Inform the person of the substance, with as much detail as possible, of the allegation(s) or complaint(s) made against them
  • Provide the person with a reasonable opportunity to put their case, either in writing or orally
  • Make reasonable inquiries or investigations before making a decision
  • Consider all relevant available evidence (both evidence that supports the allegation and evidence that does not support the allegation)
  • Ensure that they do not decide a case in which they have a conflict of interests
  • Act fairly and without bias
  • Conduct the investigation with undue delay



  • A simple procedure in response to the raising of a grievance may entail (among other things):
  • Determining the best way of handling the grievance
  • Outlining the alleged behaviour
  • Requesting further information from the person raising the grievance
  • Requesting information from other relevant parties
  • Meeting with those involved in the grievance
  • Reviewing and responding to the grievance or arranging for an appropriate person to review and respond to the grievance
  • Facilitating a meeting between you and the person the grievance is about
  • Advising the persons involved of the school’s response to the grievance and if appropriate, any action to be taken
  • Considering any further comment or appeal particularly in relation to suspension, expulsion or exclusion
  • Making a final decision