Department of Education

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Policies

Policies

PoliciesHuman resourcesComplaints and misconduct ‹ Disputes and Complaints
School management
Safety and welfare
Human resources
Complaints and misconduct
Disputes and Complaints
Staff Conduct and Discipline Policy and Procedures
A Guide to the Discipline process for Public Sector staff
A Guide to the Discipline process for Wages and other officers
Code of Conduct
Complaints Management Toolkit
Grievance Framework
How to Comply with our Code of Conduct
Reporting Misconduct
Talking with my school
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
Employee housing
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Leave management
Recruitment, selection, appointment, transfer and deployment
Finance and administration
Corporate management

Disputes and Complaints


3 Procedures

3.7 Responsibilities for local management of complaints

Principals and managers must confirm that all Department employees, volunteers, visitors and external providers in child-related work have applied for or hold a valid Working with Children Check in accordance with the Department's Working with Children Checks policy available from the Our Policies website at http://policies.det.wa.edu.au.

3.7.1 Classroom teachers

Classroom teachers must:

  • maintain confidentiality in dealing with each matter;
  • resolve parent concerns and complaints where possible;
  • communicate outcomes of parent concerns and complaints to a school administrator where appropriate; and
  • refer parent enquiries, concerns and complaints to a school administrator where appropriate.

3.7.2 Principals

Principals must:

  • maintain confidentiality and impartiality in dealing with each matter;
  • ensure, wherever appropriate, that concerns and complaints are resolved at the school level;
  • develop and implement a process for registering, responding to and managing parent enquiries, concerns and complaints;
  • ensure that the process for managing complaints includes recording and monitoring of complaints and their outcomes to enable improvements to be identified and implemented;
  • ensure that enquiries, concerns and complaint procedures are communicated clearly to parents and community members;
  • ensure that school policies and procedures are modified, where necessary, to address areas of concern;
  • ensure that processes are consistent with all relevant Department policies;
  • ensure that complainants and respondents are aware that they can have a friend or adviser present during any discussion; and
  • refer the complaint, where appropriate, to the Director Schools for either resolution or, if the complaint has possible disciplinary implications for an employee, to the Standards and Integrity Directorate to manage.

3.7.3 Managers, District Operations

Managers, District Operations must:

  • provide advice and support to principals;
  • provide advice and support to parents;
  • receive complaints on behalf of the Director, Schools referred or lodged at district level and manage/investigate these where its appropriate to do so; and
  • maintain confidentiality and impartiality in dealing with each matter.

3.7.4 Director Schools

Director Schools must:

  • ensure, wherever appropriate, that concerns and complaints are resolved at the school level, with District Office assistance wherever necessary;
  • maintain confidentiality and impartiality in dealing with each matter;
  • ensure that procedures at school and district level, are in accordance with the Department's policies;
  • refer the complaint, where appropriate, to the Standards and Integrity Directorate to manage on behalf of the Director General;
  • ensure that complaints are recorded and monitored to enable improvements to be identified and implemented; and
  • communicate to schools the Department's requirements regarding enquiries, concerns and complaint procedures that will assist schools to respond by incorporating the requirements into their complaints processes.

3.7.5 Directors/Managers

Directors/Managers must:

  • ensure wherever appropriate that concerns and complaints are resolved at the local level;
  • maintain confidentiality and impartiality in dealing with each matter;
  • ensure that procedures adopted in addressing complaints are in accordance with the Department's policies;
  • refer the complaint, where appropriate, to the Standards and Integrity Directorate to manage on behalf of the Director General; and
  • ensure that complaints are recorded and monitored to enable improvements to be identified and implemented.

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=7&bbp.10.pane=3&bbp.i=d0.b.1.2.1.8.1&g11n.enc=UTF-8

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