Department of Education

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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 A Guidelines for local management of complaints

The following guidelines may assist principals, directors and managers to establish and implement processes for managing and reviewing enquiries, concerns and complaints at the local level in schools, district offices and directorates.

When managing and reviewing enquiries, concerns and complaints at the local level:

  • identify current practice;
  • evaluate current practice against the:
    • Australian Standard 4269 (refer to Appendix E for further information);
    • Department of Education's core values of Learning, Excellence, Equity and Care;
    • Disputes and Complaints policy;
    • Employee Complaints policy; and
    • Complaints Management Toolkit.
  • consult with stakeholders to identify improvements to current practice. In the case of schools, involve the School Council and consult with relevant groups, including the Aboriginal Student Support and Parent Awareness Committee, the Parents and Citizens' Association, and, where appropriate, the Student Council;
  • develop processes and procedures to meet the needs of the individual school, district or directorate. These could include a code of practice that establishes the standards for all contact with customers and clients;
  • the process should take into account:
    • receiving, clarifying and documenting enquiries, concerns and complaints;
    • seeking and documenting further information;
    • deciding how and at what level the matter should be dealt with;
    • taking action about the matter;
    • communicating the action to the complainant and ensuring the issue is resolved;
    • documenting the issue, the action and the outcome; and
    • reviewing processes and procedures.
  • regularly communicate the processes and procedures to all parents and staff:
    • refer to Appendix B: Useful Information for Staff; and Appendix C: Useful Information for Parents;
    • monitor, evaluate and review processes and procedures;
    • sample process for responding to verbal enquiries, concerns and complaints.
      • maintain confidentiality at all times;
      • take the matter seriously.;
      • be non-judgemental; 
      • listen attentively and courteously;
      • determine whether the matter is an enquiry, a concern, a request or a complaint;
      • if necessary, ensure access to an Aboriginal Liaison Officer, Aboriginal and Torres Strait Islander Education Officer or an interpreter; and
      • complainants should be provided the opportunity to have a friend or adviser present during any discussion;
    • repeat your understanding of the problem, acknowledging the complainant's feelings and clarifying the problem. It is important to focus on the problem and not on finding fault or blame;
    • respond to all issues raised by the complainant;
    • agree on action and timelines;
    • record the complaint, the action and the outcome;
    • review the situation and confirm with the parent/responsible person that the matter is resolved; and
    • If necessary, review relevant school/office policy or procedures.

Figure 1: Sample Process for responding to written enquiries, concerns and complaints

Figure 1: Sample Process for responding to written enquiries, concerns and complaints

  • maintain confidentiality at all times;
    • the seriousness of a complaint should be assessed:
      • if it is capable of resolution at the local level, action should be taken to resolve the issue and appropriate records entered on the complaints management database. (The assistance of district office staff may be sought in the case of a complaint concerning a school);
      • if it is not capable of settlement at the school level, action should be taken to resolve the issue at the district level, if appropriate, and relevant records entered on the complaints management database; and
      • if the complaint is regarding a possible breach of discipline by an employee the Standards and Integrity Directorate should be consulted in order to determine whether it should be forwarded to the Director General or their delegate for consideration;
    • acknowledge the enquiry, concern or complaint with a prompt written reply within five working days, even if a resolution is not available at this stage. As soon as possible, clarify your understanding of the problem, identify action and timelines in writing and include a name and contact number. Respond to all issues raised;
    • take action within stated timelines;
    • record the complaint, the action and the outcome on the complaints database;
    • review the situation and confirm with the parent that the matter has been resolved; and
    • if necessary, review relevant school/office policy or procedures.

Figure 2: Process for responding to written enquiries

Figure 2: Process for responding to written enquiries


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=7&bbp.v=6&bbp.i=d0.b.1.6.1.4.1&g11n.enc=UTF-8

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