Nós Imeachta Chun Gearáin a Dhéanamh – Complaints Procedure

Complaints Procedure NÓS IMEACHTA CHUN GEARÁIN A DHÉANAMH

Complaints Procedure Available to download here

The need for this policy arises from:-

-Section 28, Education Act 1998 - procedures for processing complaints by parents prescribed

for all schools under the Act.

-Teachers are the professional educators.  Their professionalism is central to the quality of our

pupils' education.  This professionalism is best exercised in an environment which values the

role of parents in their children's education.  Each school is a community and in our school

community the Board of Management actively strives to promote a teaching and learning

environment based on mutual respect and high standards of teacher professionalism.  

The following policy has been adopted by the Board of Management in order to ensure

clarity, transparency and consistency of procedure for both parents and teachers.  The Board's

policy emphasises the importance of adhering to due process and the principles of natural

justice, maintaining confidentiality and achieving early resolution.

Relationship to School Ethos

 The school promotes positive home - school contacts and endeavours to enhance the self esteem of everyone within the school community.  The policy contributes towards those ideals.

Aims/Objectives

 To foster fruitful and trusting relationships between school and parents. 

• To afford parents an opportunity to express opinions/grievances through the

framework of a defined procedure. 

• To minimize the opportunity for conflict through affording parents an opportunity to liaise with the class teacher. Please Note

 This policy does not cover:-

1. Complaints that are being dealt with through legal channels. 

2. Matters of professional competence which come under the remit of the Dept. of

Education and Science. 

3. Petty complaints which do not relate to the work of a particular teacher.

The complaints procedure of Scoil Aonghusa is that agreed between the Irish National Teacher’s Organisation and the Catholic Primary School Manager’s Association.

Procedure to be followed by parents when they have a complaint

Stage 1: When a Parent has a Concern

When a parent has a concern about their child's education or their welfare in school, they

should at the earliest opportunity arrange a meeting with the classroom teacher through the

school secretary or by writing a note in their child’s journal.   

At this meeting, the parent will have an opportunity to communicate their concerns to the

teacher and to hear their response.  At this meeting, a contemporaneous record shall be made

by the teacher to ensure clarity around the issues discussed. 

After this meeting, it the parent's concerns persist, it may be necessary to arrange a second

meeting with the classroom teacher through the school secretary.  Depending on the nature of

the concern, it may be appropriate for the Principal or Deputy Principal to attend this

meeting.  At this meeting, a contemporaneous record shall be made by the teacher to ensure

clarity around the issues discussed.  

Alternatively, the parent may seek a meeting with the School Principal who will strive to

informally resolve the concern.

Stage 2: Written Complaint about a Teacher

If, after the second meeting/or meeting with the Principal in Stage 1, the parent's concern

persists, they have the option to proceed to Stage 2 which is the submission of a written

complaint to the Board of Management.  Only those complaints about teachers, which are

signed by the parents will be investigated formally by the Board of Management. 

 Upon receipt of a written complaint, the Chairperson will provide a copy of the complaint to

the teacher and seek to informally resolve the matter between the parties within ten school

days of receipt of the written complaint.

Stage 3:  Report to the Board of Management

If the complaint is still not resolved, the Chairperson will make a formal report to the Board

within 10 school days of the meeting referred to in Stage 2.  If the Board considers that the

complaint is not substantiated, the teacher and the complainant will be so informed within

three school days of the Board meeting.   If the Board considers that the complaint is

substantiated or that it warrants further investigation, it will proceed as follows:

• the teacher will  be informed that the investigation is proceeding to the next stage and

will be provided with a copy of any written evidence in support of the complaint.

• the teacher will be requested to supply a written statement to the Board in response to

the complaint 

• the teacher will  be afforded an opportunity to make a presentation of their case to the

Board. The teacher will be entitled to be represented at this meeting and will inform

the Board in advance of the details of such representation.  The Board will not

proceed with this meeting if details of the representation are not provided in advance. 

• the complainant will  be afforded an opportunity to make a presentation of their case

to the Board. The complainant will be entitled to be represented at this meeting and will

inform the Board in advance of the details of such representation.  The Board will not

proceed with this meeting if details of the representation are not provided in advance.

 Stage 4:  Decision of the Board of Management

When the Board has completed it’s investigation as outlined in Stage 3, the Chairperson will

convey the decision of the Board in writing to the teacher and the complainant within five

school days of the meeting of the Board.   The decision of the board shall be final.  

In such cases where the concerns raised by the parent refer to a teacher's professional

competence, the concerns will be addressed by the Principal in the first instance in

accordance with agreed complaint procedures.   The Principal will consider the nature of the

complaint before determining whether the issue falls to be considered under the procedures

adopted under Section 24 (3) of the Education Act relating to professional competence.  If the

procedures relating to professional competence are subsequently invoked the parent who

made the complaint will be so advised and informed of the final outcome of the process. 

In-School Procedures

The parent/guardian meets with the class teacher on appointment   Parents should not contact

teachers at home. If the issue is not resolved the class teacher informs the Principal of the

nature of the complaint. 

If the grievance persists, the parent/guardian may pursue the matter by lodging a complaint in

writing with the chairperson of the B.O.M. who will bring the nature of the complaint to the

notice of the teacher and seek to resolve the issue.

1. If this process fails, the chairperson will supply the teacher with a copy of the written

complaint and arrange a meeting with the teacher concerned and the Principal.  This

will happen within 10 school days of receipt of the written complaint.

2. If the complaint remains unresolved the chairperson will report formally to the

B.O.M. within another 10 school days.  If the B.O.M. does not uphold the complaint,

both parties will be informed immediately.  If the B.O.M. considers the complaint

warrants further investigations, the teacher will be informed and supplied with any

written evidence in support of the complaint.

3. The teacher will be requested to supply a written statement to the B.O.M. and given

an opportunity to make an oral presentation to the Board.  The complainant will be

offered a similar opportunity.  The process should be completed within 10 days of the

first meeting between Chairperson, Principal and Teacher.

4. Within 5 school days, the decision of the B.O.M. which is final and binding is

delivered in writing to the Teacher and the complainant.

Success Criteria

• Swift and efficient resolution of grievances.

• Parent/Teacher satisfaction.

• Positive school community feedback.

• Reviews of school policies as issues arise.