What a complaints policy should cover

A complaints policy should have these features:

  • A statement defining a concern and a serious complaint.
  • A statement that says concerns will be dealt with informally by the principal or board in the first instance.
  • A clear process for dealing with serious complaints from or about board members, the principal, teachers, staff, students or members of the community.
  • A statement that says matters dealing with student achievement or student management will be dealt with by the teacher concerned or principal.
  • A clear process for dealing with unresolved complaints.
  • A step-by-step diagram setting out the steps of the serious complaints process from start to finish.
  • A clear process for dealing with complaints about alleged misconduct and employee discipline.
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