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    Complaints Policy ISHS

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    trailsriver

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    © All Rights Reserved
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    Complaints Policy ISHS

    Uploaded by

    trailsriver
    2 views2 pages

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    Copyright:

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    2 views2 pages

    Complaints Policy ISHS

    Uploaded by

    trailsriver

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    COMPLAINTS POLICY

    Raising a Concern

    Indooroopilly State High School values supportive partnerships between our community, students and
    parents/carers. At the core of all Indooroopilly State High School’s decisions are our school values:

    • Each person’s dignity


    • Our community’s diversity
    • Open communication
    • Quality learning

    These values underpin the school’s approach to managing and responding to your concerns. From time to time,
    you may have concerns about our school and it is important that you share these with us so that we can put
    things right.

    How To Raise Concerns

    Members of our school community can raise concerns and we encourage you to speak directly with the person
    whom you have the concern. To speak with a teacher, please contact the school office by phone on 3327 8333
    or by email (Teaching Staff Contact List) https://indoorooshs.eq.edu.au/our-school/our-staff . Issues which you
    think are sensitive should be raised with the relevant Head of Year, Head of Department, Guidance Officer or
    Principal. Our staff have roles and responsibilities they adhere to when working through concerns. It is the intent
    of the school, where possible, to resolve matters at the first point of contact by sincerely listening and responding
    with positive intent.

    What To Expect When You Raise a Concern

    Step 1: Initial contact

    Please express your concerns calmly, clearly and respectfully. In many instances concerns can be worked
    through in a timely manner. Please provide all relevant information when raising a concern.

    Staff will listen to your concerns and will make diligent attempts to understand your concerns. Staff will refer to
    school policies and procedures which are related to your concern and will attempt to resolve the concern. Staff
    will work out an action plan with you including what they will do, what you should do and what your student can
    do.

    Step 2: Deciding how to respond to the concern

    Most concerns will be handled at a school level, however in exceptional circumstances and/or due to sensitivity
    or seriousness, matters must be referred to the Department of Education’s local district or central office. In
    general, however, concerns referred to these offices are directed back to the school for resolution.

    Step 3: Investigating the concern

    In this step, the person handling the matter will seek to better understand your concern. You can support this
    process by providing all relevant information and understanding that a complex matter can take time to
    investigate.

    The person investigating your concern will speak with other people to get a complete picture and will begin to
    explore options to resolve your concern. You can help all concerned by focusing on a positive resolution to the
    matter. Your information will be treated sensitively, but if the matter needs to be investigated by an external
    agency it will need to be passed on.

    In fairness, the person who is involved in your complaint will usually have the right to be made aware and will
    have the right to respond.
    Step 4: Resolution

    The person who is handling your concern will use the facts to make a fair and considered decision. We will work
    with positive intent to put things right and would appreciate your help to so this. We will always endeavour to
    make sure you understand what we are doing and why.

    Indooroopilly State High School is committed to working with our community, students and parents/carers and
    dealing positively with concerns and complaints. Underpinning our investigation and resolution are our school
    values

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