Complaints Resolution

Complaints Resolution Image

Complaints Resolution

Inspired by the message and example of Jesus Christ, Catholic schools live out a distinctive educational vision. Supported by the Catholic community of which they are a vital part, they invite students and their families into a faith-filled educational experience. As a key ministry of parishes and the diocese, Catholic schools encourage and support parents in their responsibility for the faith formation of their children. This formation is supported by prayer and opportunities to participate in the life, mission and liturgy of the broader Catholic community. 

All Saints' College has formal written protocols in place to address complaints and grievances. These protocols are in line with the Catholic Schools Office Complaints Resolution Policy, developed to provide a consistent approach for all diocesan schools. This policy aims to address the concerns of parents and carers and the wider community. These concerns may include children’s learning, behaviour and welfare, school organisation and management, student health and safety issues.  

The schools of the Maitland-Newcastle Diocese are committed to living the values of the Gospel. In the spirit of justice, peace, love and reconciliation, we aim to: 

  • Develop a positive and collaborative partnership between home and school 
  • Welcome and value diversity of opinion 
  • Understand the needs of students and families 
  • Have clear and open communication within the community 
  • Appropriately respond to and resolve issues that arise in schools in the best interests of all. 

With the above in mind, the College asks that parents and carers follow this policy and the appropriate steps in resolving issues. All members of the All Saints' College community are asked to remember that using social media channels to voice complaints and grievances is not the appropriate method.  

“The constant aim of the school should be contact and dialogue with the pupils’ families, which should also be encouraged through the promotion of parents’ associations”. - The Catholic School on the threshold of the Third Millennium 

From time to time, disagreements and conflict may arise which can result in complaints and grievances being expressed. The management of complaints is embedded in the fundamental value of “justice for all” and principles of inclusivity, procedural fairness, due diligence and restorative action. 

The College follows the implementation procedures from the Complaints and Grievances Policy of the Catholic Schools Office. For the general management of complaints, where possible, the issues should be discussed with the staff member, the coordinator, the Assistant Principal or Principal or, if appropriate, referred to the Catholic Schools Office. 

Guidelines for Complaints and Grievances 

What the student can do: 

  1. Speak to the teacher in a discreet and confidential manner about their concerns
  2. If necessary present in writing to their teacher the issues of concern
  3. Allow a cooling off period to consider the situation that may have developed after discussions
  4. Arrange a mutual discussion with the classroom teacher outside classroom time
  5. Develop a strategy for both parties/persons to work with
  6. Seek assistance through the school’s tutorial system
  7. Consider additional resource aids
  8. Explore teacher/student tutorial opportunities (Wednesday, after school time)
  9. If unsuccessful, ask to speak to the Subject Coordinator to consider further options 
  10. For further concerns, a discussion with a Student Coordinator may be arranged
  11. Meet with Assistant Principal – if no solution can be reached or concerns appear not to be working
  12. Parent/Teacher/Student/Coordinator meeting
  13. Principal: seriousness by this time requires matters resolved in accordance with school policy.

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