Brisbane Catholic Education Student, Parent and Guardian Complaints Management policy
The purpose of this policy is to outline the principles Brisbane Catholic Education (BCE) employees must follow when managing a complaint from a student, parent or guardian. Complaints are an important source of information for the organisation in identifying issues and risks and improving processes and systems.
This policy will ensure that complaints from students, parents and guardians are managed consistently and in accordance with the Australian Standard on complaints management (AS/NZS ISO 10002:2014 – Guidelines for complaints in organisations) and relevant legislation.
BCE is committed to effective complaints management by managing student, parent and guardian complaints in an accountable, transparent, timely and fair manner, while protecting the health and safety of BCE employees through proactive management of unreasonable complainant conduct.
In managing a complaint from a student, parent or guardian, the following principles apply:
Complaints within the scope of this policy
Complaints by a student, parent or guardian expressing dissatisfaction about a service, decision or action of a BCE employee, and the student, parent or guardian is directly affected by the service, decision or action.
Complaints outside the scope of this policy
The following complaints are outside of the scope of this policy and are responded to through other mechanisms:
An expression of dissatisfaction about a service, decision or action of a BCE employee.
A student, parent or guardian directly affected by a service, decision or action of a BCE employee.
A process used to assess the merits of the original complaint, the complaints processes used to resolve the complaint and the original outcome decided.
A complaint is resolved when the complaint has been handled through the school's complaints processes and in accordance with the school's complaints procedure and the BCE Student, Parent and Guardian Complaints Management policy and procedure. Should the complainant submit the complaint to an external agency, e.g. Non-State Schools Accreditation Board, the complaint is considered resolved and closed, until notified by the external agency.
Unreasonable complainant conduct
Unreasonable complainant conduct involves actions or behaviours which raise significant health, safety, resources or equity issues for BCE. Unreasonable complainant conduct includes:
Student, Parent and Guardian Complaints Management fact sheet