Department of Education

Policies

Policies

Policies

PoliciesHuman resourcesComplaints and misconduct ‹ Disputes and Complaints
School management
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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
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Disputes and Complaints


Policy

2 Background

The Department is characterised by a commitment to responding positively to complaints. In particular, the partnership between parents and schools should be a strong and reliable feature of the public school system. Parents and other school community members must be confident that staff will listen and respond to their needs and concerns.

This policy builds on good practice in our schools and worksites. The policy has been developed in cooperation with parents, school staff and other interested parties to ensure that enquiries, concerns and complaints are dealt with promptly, fairly and contribute to continuous improvement. It is based on open and proactive Department-community relations.

The policy sets out the process for students, parents, members of the community and the Department staff in their private capacity to have enquiries, concerns and complaints addressed by the Department.

The Department mechanisms for the resolution of a range of complaints include:

  • local management as outlined in this policy;
  • central management as outlined in this policy;
  • provisions outlined under other relevant Departmental policy for complaints specifically related to discrimination or harassment:
    • Sexual Harassment Resolution for Employees and Students, 2002
    • Anti-Racism, 2001
    • Equal Employment Opportunity Diversity Policy, 2001
  • grievances lodged directly with the Minister for Education about a disputed decision concerning an individual student managed under the provisions of section 223, School Education Act 1999.
  • Public interest disclosures pursuant to the Public Interest Disclosure Act 2003

Complaints of various kinds may also be lodged outside the Department of Education with agencies such as the Ombudsman (State), the Equal Opportunity Commission, the Western Australian Police and the Corruption and Crime Commission.

Principles

The following principles apply to the management of all complaints:

  • The process is accessible to all aggrieved parties and is underpinned by a commitment to cooperation on the part of Department of Education staff.
  • Resolution at the local level is preferred, wherever it is appropriate to do so.
  • Procedural fairness is afforded to all parties.
  • The subject of the complaint is informed of the substance of the complaint.
  • Vexatious, trivial or previously finalised issues are not pursued.
  • Warranted investigation will be pursued with or without the active involvement of the complainant.
  • Confidentiality is maintained, to the extent that it is consistent with legislative requirements and the other principles outlined in this section.
  • Complaints are monitored and their management evaluated so as to reduce the occurrence of systemic and recurring problems.
  • In all matters, the educational well being of students is the first priority.
  • All persons in the school community including students, parents, administrators, teachers and support staff, have a right to be treated with respect and courtesy.
  • Complainants are able to make enquiries, raise concerns or lodge complaints about the provision of education or the conduct of Department employees and have these dealt with efficiently, fairly and promptly.
  • Processes are to be straightforward and align to the Department's policies.
  • Information about the process for making enquiries, raising concerns or complaints is to be available to parents, students and members of the local community.

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&bbp.s=10&bbp.e=select&bbp.10.pane=0&bbp.v=1&bbp.i=d0.n.1&g11n.enc=UTF-8

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