Complaints Procedure for Parents/Guardians

It is acknowledged that disagreements and/or complaints may arise from time-to-time. The primary thrust of the Home/School Partnership outlined here is seen as supporting a preventative rather than a curative response to the difficulties that may occasionally develop.

It is envisaged that all disputes/challenges should be addressed initially at an informal level, usually involving contact and communication between parent(s) and teacher(s). Experience has shown that where a mutually respectful willingness among parent(s) and teacher(s) exists to discuss difficulties and to engage in a solution-driven approach to addressing such disputes/challenges, then the majority of such matters are resolved speedily and to the satisfaction of all involved.

Where a satisfactory resolution of the issues is not achieved at the more informal level, then parent(s) and/or teacher(s) may wish to pursue the matter further and involve themselves in a more formal approach to seek resolution of the matter as laid out in the Complaints Procedure agreed by the INTO (Irish National Teachers Organisation) and CPSMA (Catholic Primary Schools Management Association) in 1993 and adopted by the Board of Management of Scoil Íosagáin. See Appendix 1

Roles & Responsibilities

All staff members, parents, pupils and Board of Management members share responsibility for supporting the implementation of the Home/School Partnership Policy. Success criteria The school evaluates the success of this Policy through:

  • Positive and supportive engagement and participation of parents, staff, Board members and pupils in the education process

  • The extent to which there exists a mutually-beneficial, supportive and positive atmosphere and relationship among all members of the school community

  • Feedback, as appropriate, from all members of the school community

  • Indications that the smooth and efficient running and organisation of the school is enhanced through the implementation of this policy

  • The indications that the facilitation and implementation of the Home/School Partnership Policy are enhancing the learning opportunities of the pupils of the school.

COMPLAINTS PROCEDURE
(Adopted & Ratified by the Board of Management of Scoil Íosagáin) INTO/MANAGEMENT COMPLAINTS PROCEDURE

The Irish National Teachers‟ Organisation and the Primary School Management representatives reached agreement on a procedure for dealing with complaints by parents against teachers. The purpose of the procedure is to facilitate the resolution of difficulties where they may arise in an agreed and fair manner.

The agreement lays out in five stages the process to be followed in progressing a complaint and the specific timescale to be followed at each stage.

Introduction

Only those complaints about teachers which are written and signed by parents/guardians of pupils may be investigated formally by the Board of Management, except where those complaints are deemed by the Board to be: (i) On matters of professional competence and which are to be referred to the Department of Education and Skills (ii) Frivolous or vexatious complaints and complaints which do not impinge on the work of a teacher in a school or (iii) Complaints in which either party has recourse to law or to another existing procedure. Unwritten complaints not in the above categories may be processed informally as set out in Stage 1 of this procedure.

Stage 1

1.1 A parent/guardian who wishes to make a complaint should, unless there are local arrangements to the contrary, approach the class teacher with a view to resolving the complaint
1.2 Where the parent/guardian is unable to resolve the complaint with the class teacher she/he should approach the Principal with a view to resolving it
1.3 If the complaint is still unresolved the parent/guardian should raise the matter with the Chairperson of the BoM with a view to resolving it.

Stage 2

2.1 If the complaint is still unresolved and the parent/guardian wishes to pursue the matter further she/he should lodge the complaint in writing with the Chairperson of the BoM
2.2 The Chairperson should bring the precise nature of the written complaint to the notice of the teacher and seek to resolve the matter between the parties within 5 days of receipt of the written complaint.

Stage 3

3.1 If the complaint is not resolved informally, the Chairperson should, subject to the general authorisation of the Board and except in those cases where the Chairperson deems the particular authorisation of the Board to be required: (a) Supply the teacher with a copy of the written complaint and (b) Arrange a meeting with the teacher and, where applicable, the Principal Teacher with a view to resolving the complaint. Such a meeting should take place within 10 days of receipt of the written complaint.

Stage 4

4.1 If the complaint is still not resolved the Chairperson should make a formal report to the Board within 10 days of the meeting referred to in 3.1(b) 4.2 If the Board considers that the complaint is not substantiated the teacher and the complaint should be so informed within three days of the Board meeting
4.3 If the Board considers that the complaint is substantiated or that it warrants further investigation it proceeds as follows (a) The teacher should be informed that the investigation is proceeding to the next stage (b) The teacher should be supplied with a copy of any written evidence in support of the complaint (c) The teacher should be requested to supply a written statement to the Board in response to the complaint (d) The teacher should be afforded an opportunity to make a presentation of case to the Board. The teacher would be entitled to be accompanied and assisted by a friend at any such meeting (e) The board may arrange a meeting with the complainant if it considers such to be required. The complainant would be entitled to be accompanied and assisted by a friend at any such meeting and (f) The meeting of the BoM referred to in (d) and (e) will take place within 10 days of the meeting referred to in 3.1(b).

Stage 5

5.1 When the Board has completed its investigation, the Chairperson should convey the decision of the Board in writing to the teacher and the complainant within five days of the meeting of the Board
5.2 The decision of the Board shall be final
5.3 This Complaints Procedure shall be reviewed after three years
5.4 Management Bodies or the INTO may withdraw from this agreement having given the other party three months‟ notice of intention to do so

* In this agreement “days” means schools days.