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 E Overview of the australian standard for complaints handling as42699 - 1995

It is mandatory for all government agencies to have in place a complaints management process that reflects the Australian Standard for Complaints handling. The Standard sets out the essential elements for the management of complaints and the guidelines for the implementation of a complaints handling process.

The Standard requires all Department worksites to have an established complaints handling process. The Standard recommends that the process should:

  • increase the level of client satisfaction with the delivery of service;
  • recognise, promote and protect client rights;
  • provide an efficient, fair and accessible mechanism for resolving client complaints;
  • provide information to clients on the complaints handling process; and
  • monitor complaints in an endeavour to improve the quality of services.

The Standard states that all worksites should demonstrate a commitment to resolving complaints. This should be based on the premise that:

  • clients have the right to complain and to have the complaint addressed fairly;
  • complaints provide feedback about a service; and
  • a complaint gives the worksite, and the Department as a whole, the opportunity to maintain confidence in its services.

The Standard identifies the need for complaints to be managed in a timely manner and wherever possible, acknowledging that it is desirable to provide effective remedies at the first point of contact. However, it must be recognised that the nature of some complaints is such that they may not be dealt with at the local level, for example, matters which may constitute a breach of discipline. For further assistance on which complaints should not be dealt with at the local level refer to Appendix D or, contact the Standards and Integrity Directorate on (08) 9264 4740.

More information regarding the Standard can be found in the Departments Complaint Management Toolkit document at the Our Policies website: http://policies.det.wa.edu.au/our_policies/.


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=5&bbp.10.pane=6&bbp.i=d0.b.1.5.1.5.1&g11n.enc=UTF-8

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