Department of Education

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PoliciesHuman resourcesComplaints and misconduct ‹ Disputes and Complaints
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Complaints and misconduct
Disputes and Complaints
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Complaints Management Toolkit
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How to Comply with our Code of Conduct
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Letter 01 Complainant - Informal grievance received
Letter 02 Complainant - Meeting with line manager
Letter 03 Complainant - Scheduling conciliation, mediation meeting with all parties
Letter 04 Complainant - Notification of Resolution Agreement
Letter 05 Complainant - Notification of Resolution Decision
Letter 06 Complainant - Delay in process
Letter 07 Complainant - Progress update
Letter 08 Respondent- Informal grievance received, future meeting
Letter 09 Respondent - Meeting with line manager
Letter 10 Respondent Scheduling conciliation, mediation meeting with all parties
Letter 11 Respondent - Notification of Resolution Agreement
Letter 12 Respondent - Notification of Resolution Decision
Letter 13 Respondent - Delay in process
Letter 14 Respondent - Progress update
Letter 15 Complainant - Formal grievance received, future interview
Letter 16 Complainant - Scheduling interview
Letter 17 Complainant - Findings of formal assessment and outcome
Letter 18 Complainant - Delay in process
Letter 19 Complainant - Progress update
Letter 20 Complainant - Grievance referred to Standards and Integrity Directorate
Letter 21 Complainant - Response received from Standards and Integrity Directorate
Letter 22 Complainant - Scheduling mediation with external provider
Letter 23 Complainant - Outcome of mediation
Letter 24 Respondent-Formal grievance received, interview or written response
Letter 25 Respondent - Scheduling interview
Letter 26 Respondent - Findings of formal assessment and outcome
Letter 27 Respondent - Delay in process
Letter 28 Respondent- Progress update
Letter 29 Respondent - Grievance referred to Standards and Integrity Directorate
Letter 30 Respondent - Response received from Standards and Integrity Directorate
Letter 31 Respondent -Scheduling mediation with external provider
Letter 32 Respondent - Outcome of mediation
Letter 33 Interviewees - Scheduling interview
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Disputes and Complaints


3 Procedures

3.10 Central management of complaints

The Standards and Integrity Directorate manages complaints on behalf of the Director General. The Directorate is under the direct line management of the Executive Director, Professional Standards and Conduct.

The Standards and Integrity Directorate must:

  • ensure, wherever appropriate, that concerns and complaints are resolved at the local level;
  • manage complaints on behalf of the Director General;
  • maintain confidentiality and impartiality in dealing with each matter;
  • ensure that procedures adopted in addressing complaints are in accordance with the Departments' regulatory framework;
  • provide clarification to line managers as to the most appropriate means of addressing a complaint;
  • develop and implement a process for recording and monitoring complaints that are registered at Department sites to enable improvements to be identified and implemented; and
  • communicate to schools/districts the Department's requirements regarding enquiries, concerns and complaint procedures.

The Standards and Integrity Directorate will acknowledge written complaints lodged with the Director General within five working days of receipt in the Directorate. However, where the Director General or the Executive Director, Professional Standards and Conduct determines a matter will be addressed as a disciplinary matter, the complainant will be advised within five days of the decision being taken.

The Standards and Integrity Directorate will endeavour to address the complaint within 14 days.

Guidelines

This timeframe may be extended for a further period if the circumstances warrant a longer timeframe for management of the complaint. This is often the case when dealing with complaints relating to the conduct of employees that have disciplinary implications. In these instances, legislative requirements impact upon the timeframe for completion of the process.

Complainants will be notified of a decision made under 6.11

Documentation must be retained at central office in accordance with central office records management and confidentiality requirements.


Disputes and Complaints
http://det.wa.edu.au/policies/detcms/policy-planning-and-accountability/policies-framework/policies/disputes-and-complaints.en?bbp.9.policyID=11565114&selected=10&bbp.10.pane=3&bbp.i=d0.b.1.2.1.8.1&g11n.enc=UTF-8

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