Department of Education

Policies

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
Equity and diversity
Human resource management
Leave management
Recruitment, selection, appointment, transfer and deployment
Finance and administration
Corporate management

Disputes and Complaints


Appendices

Appendix C Useful information for parents

C.1 Talking to your school

C.1.1 Introduction

The relationship between the home and the school plays a very important part in a child's education.

We can not overestimate the critical role parents play in successful learning: parents contribute much to their child's development and are among the most important influences on the way in which the child approaches learning.

Teachers are responsible for the more formal aspects of children's learning, and successful teaching builds on the home experiences of the child. This is most effective where there is an active partnership with parents.

Two-way communication is a critical factor in the partnership between parents and the school. Where a partnership exists, it is easier for parents to feel confident about the teaching and learning taking place in the classroom and to solve problems.

C.1.2 What might you talk to your school about?

Issues particular to your child:

  • attitude;
  • academic progress;
  • participation;
  • behaviour;
  • how he/she gets along with teachers and other students socially and emotionally;
  • physical development and well-being;
  • development of responsibility;
  • non-attendance or truancy; and
  • learning program issues.

School or class issues:

  • quality of teaching;
  • homework;
  • learning environment;
  • general student behaviour;
  • pastoral care for students;
  • school policies and procedures; and
  • conduct of staff.

Access to support services:

  • school and district level student services;
  • visiting teachers for students with disabilities;
  • visiting teachers for ESL students;
  • specialist facilities – language development centres, intensive language centres, socio-psycho educational research units, education support schools, centres and units;
  • programs for students experiencing difficulties with learning;
  • programs for gifted and talented students; and
  • instrumental music program.

C.1.3 How your school communicates with you

Your school may communicate to you through the following:

  • reports on student progress;
  • regular information about the school through newsletters;
  • parent-teacher interviews;
  • notes;
  • surveys;
  • displays of children's work;
  • assemblies;
  • special events and celebrations;
  • specialised learning programs;
  • parent information booklets;
  • parent information sessions; and
  • learning journeys.

You are welcome to talk to your child's teacher whenever you need to. However, you should make an appointment to talk with the teacher, to avoid disrupting the learning program.

C.1.4 Information that is available from your school

The school should provide you with the following information:

  • Department of Education policies and policy changes;
  • what is expected in relation to homework;
  • school implementation plan of the Behaviour Management in Schools policy;
  • course details;
  • information about participation in the School Council, Parents and Citizens' Association, Aboriginal Student Support and Parent Awareness (ASSPA) program committee, and other support groups;
  • school contributions, charges and fees;
  • excursions; and
  • the school dress code.

C.1.5 What can you do if you have a problem?

  • Seeking information as early as possible can solve many problems. If you have any questions or concerns about your child's progress, the homework set or the assessment procedures, contact the class teacher. The best way to do this is to contact the school office to arrange a mutually convenient time for a telephone conversation or meeting.
  • Interpreters, Aboriginal and Torres Strait Islander Education Officers, and Aboriginal Liaison Officers are available to assist parents in communicating with their school. Please contact your local school or district education office if you would like the assistance of an interpreter, Aboriginal and Torres Strait Islander Education Officer or an Aboriginal Liaison Officer. You can have a friend or adviser present during any discussion.
  • Parents have the opportunity for greater involvement in the school through the Parents and Citizens' Association, Aboriginal Student Support and Parent Awareness committee and the School Council. These provide the opportunity for parents to express opinions on policy issues in the school.

C.1.6 When you have a problem

  • Try to identify the problem clearly before going to the school. If there is more than one problem, list them to ensure that the extent of the problem is clear to the school.
  • Decide whether the problem is a concern, an enquiry or a complaint. This will help in finding a solution.
  • Make an appointment to talk with the teacher. This can be arranged through the school office. If your concern is about the conduct of a staff member, you may prefer to discuss the matter with a school administrator.
  • Try to stay calm. Even if you don't feel it, being calm will help to get your concerns across more clearly than if you are upset or angry. It may help to take someone with you.

C.1.7 Procedures for making complaints

At all stages, staff will work with you to work out an agreed plan of action and timeline.

C.1.8 If you need assistance with resolving a concern or complaint

Staff will help you:

  • obtain information about school policies and procedures
  • make enquiries about student programs, performance and behaviour
  • clarify a problem and register a concern with the school
  • direct letters of enquiry or complaint.

C.2 Steps for parents

C.2.1 School level resolution

Stage 1: Discussion with staff member

Contact the class teacher or other relevant staff member to discuss your complaint. This is best done by making an appointment through the school office. The staff will work with you to resolve the problem.

Stage 2: Review or investigation at the school level

Contact the principal who will work with you and the staff member to resolve the problem. You may wish to formalise your complaint. To do this, you may write to the principal who will acknowledge the complaint with a written reply as soon as possible, even if a resolution is not available at this stage.

The principal will consider the issue and identify what action is to be taken and by when, and will clarify the process if a formal complaint is to proceed. The principal may seek the support of the Manager District Operations or other relevant district staff.

This action and timeline will be confirmed with you in writing.

You should be aware that when a complaint is made in writing about the conduct of an individual staff member, that staff member will receive documentation of the substance of the complaint and, in most cases, the name of the complainant.

C.2.2 District level resolution

Stage 3: District resolution

If resolution is not reached at the school level, contact the Manager, Operations at your district education office for assistance in resolving the issue. This will involve an independent review of the situation and may include mediation.

The Managers, Operations can be contacted through your District Education Office. Addresses and telephone numbers for the District Offices are listed below:

Albany District Education Office
85 Serpentine Road
ALBANY WA 6330
Tel: 9841 0333

Bunbury District Education Office
5th Floor Bunbury Tower
61 Victoria Street
BUNBURY WA 6230
Tel: 9791 0300

Canning District Education Office
Mason Bird Building
303 Sevenoaks Street
CANNINGTON WA 6107
Tel: 9258 5622

Esperance District Education Office
PO Box 738
86 Windich Street
ESPERANCE WA 6450
Tel: 9071 9100

Fremantle/Peel District Education Office
PO Box 63
184 Hampton Road
SOUTH FREMANTLE WA 6162
Tel: 9336 9563

Fremantle/Peel District Education Office (Peel Office)
PO Box 1050
24 Sutton Street
MANDURAH WA 6210
Tel: 9550 2555

Goldfields District Education Office
PO Box 385
Federal Road
KALGOORLIE WA 6430
Tel: 9093 5600

Kimberley District Education Office
PO Box 2142
10 Coghlan Street
BROOME WA 6725
Tel: 9193 6488

Midlands District Education Office
PO Box 394
McIver House
297 Fitzgerald Street
NORTHAM WA 6401
Tel: 9622 0200

Mid West District Education Office
PO Box 63
GERALDTON WA 6531
Level 2 SGIO Building
45 Cathedral Avenue
GERALDTON WA 6530
Tel: 9956 1600

Narrogin District Education Office
PO Box 535
Homer Street
NARROGIN WA 6312
Tel: 9881 0000

West Coast District Education Office
Po Box 741
JOONDALUP WA 6919
110 Shenton Avenue
(cnr McLarty Avenue)
JOONDALUP WA 6027
Tel: 9202 7333

Pilbara District Education Office
PO Box 384
Cnr Searipple & Welcome Roads
KARRATHA WA 6714
Tel: 9185 0111


Swan District Education Office
18 Blackboy Way
BEECHBORO WA 6063
PO Box 95
BEECHBORO WA 6063
Tel: 9442 6666

Warren-Blackwood District Education Office
49 Rose Street
MANJIMUP WA 6258
Tel: 9771 7100

C.2.3 Central resolution

Stage 4: Formal complaints

In those exceptional circumstances where a formal disciplinary process may be required, the complaint should be forwarded to:

PRIVATE AND CONFIDENTIAL
Executive Director
Professional Standards and Conduct
Department of Education
151 Royal Street
EAST PERTH WA 6004

Wherever possible matters will be dealt with at the local level.

Complaint Resolution Flowchart

Figure 3: Complaint Resolution Flowchart


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=3&bbp.10.pane=6&bbp.i=d0.b.1.5.1.5.1&g11n.enc=UTF-8

All contents copyright Government of Western Australia, unless otherwise stated.

Aboriginal and Torres Strait Islander people are advised that this site may contain images of people who are deceased.

Copyright material available on this website is licensed under a Creative Commons Attribution 4.0 International (CC BY 4.0) licence
Exclusions may apply: https://www.education.wa.edu.au/ed/cc984d