Complaint Poilcy
Oil Valley Girls’ & Boys’ School
Process of addressing a complaint
- Parents’ concern or complaint
- Student Progress Coordinator / Academic Advisor / House Masters determine the appropriate process & brings it to the notice of seniors.
- School’s procedure to address concerns and complaints initiated by involving Student Progress Coordinator / Academic Advisor / House Masters, concerned head, teachers, or staff under the advice of the principal - getting feedback from students in confidence for substantiation - (sometimes the order is reversed) - show cause notice or discussion with the concerned official - opportunity to the staff to respond - issuing of an advisory note with a noting to personal file or communication register - initiation of action and communication to parent and follow up.
- School Academic Advisor / Student Progress Coordinator / House Masters takes a note of the initiated process, brings it to the notice of management, for bigger issues & takes their inputs. Sharing with the staff in smaller group meetings or staff meetings as an example to avoid making the same mistake again.
Outcome
Complaint resolved
Complaint dismissed
Complaint addressed
Report filed
Policy Document of Complaint
Complaint is to taken as a step towards continual improvement. A healthy criticism should always be welcome.
Parents’ concerns and complaints most commonly related to:
- the management of an incident between students at a school,
- the educational or other progress of their child,
- the development and implementation of school and general education policy.
‘Parent’ in the policy has the same meaning as in ‘parent’ in relation to a child, included a guardian and every person who has parental responsibility for the child.
For the Purpose of the Policy:
- A ‘concern’ is an issue of interest because of its importance and effect, which is raised informally in order to improve or change a situation.
- A ‘complaint’ is an expression of grievance resentment where the complaint is seeking redressal or justice.
- All complaints related to academics, discipline and activities to be raised at the level of Principal / House Master.
- Transport and Accounts related to be addressed to the Admin Officer.
The school expects that all parties will, when addressing concerns and complaints:
- Maintains the confidentially of all parties and legislative requirements in line with Department polices.
- Acknowledge that their common goal is to achieve an outcome acceptable to all parties.
- Act in good faith and in a calm and courteous manner.
- Show respect and understanding of each other’s point of view and value difference, rather than judge and blame.
- Recognize that all parties have rights and responsibilities which must be balanced.
- The complaint or grievance must be acknowledged and action taken to be communication within two days to maximum a week.
- A complaint received by anyone should be notified/escalated to the next level.
- A complaint is to be taken in the right spirit.
- Anonymous complaints are not be responded to. The school shall still examine the issue raised and initiate.
Principal will ensure that parents are aware of their right to advocacy when communicating the issued involved in their complaint and in negotiating an outcome.
Complaint resolved
A complaint is considered to be resolved when the complainant and the school agree on an appropriate response or remedy.
Possible responses and remedies include:
- An explanation
- An acknowledgment of each other’s perspective and agreement on ways to manage differences
- An admission of fault
- An apology or expression of regrets
- A charge of decision
- A change of policy, procedure or practice
- Agreement on what unacceptable behavior will change
- Action initiated and communication for matters related to accounts.
- The provision of counseling or other support.
Remedies would be implemented as soon as possible.
Complaint dismissed
A complaint can only be dismissed:
- After it has been investigated
- If an investigation has determined that complaint cannot be substantiated.
Complaint unresolved
A complaint is considered to be unresolved if the complaint does not agree on a course of action and / or a remedy, or if the remedy cannot be implemented.
Portals for complaining:
- Ovgbsdibrugarh2@gmail.com
- School mails of any member of teacher, office, admin staff. (Principal, Academic Advisor, Student Progress Coordinator, Housemasters for ensuring redressal and action)
- Drop box at guard’s office
- Drop box outside Principal’s room
- Formal complaints Form / Letters
Oil Valley Girls’ & Boys’ School
Banipur, Dibrugarh, Assam 786003
Date: Received in school…………………………………..By……………………………………
School Complaint From
Marked to ………………………………………………………………………………………..
(Note: All complaints related to Discipline is to be raised at the level of Student Progress Coordinator . Lost & Found is to be raised at the level of Front Office Executive. Competetions & Activities to be raised at the level of House Masters. Academic, Transport and Accounts related to be addressed to the Academic Advisor. Please complete and return to the Admin/ Front Office Executive, who will forward to the concerned official. Take a receipt, if needed.)
Your Name:
Address:
Telephone No. :………………………………………………………
If applicable, name of child (ren) at school:
Please give details of your complaint:
What action, if any, have you already taken to try and resolve your complaint?
Whom did you speak to and what was the response?
……………………………………………………………………………………………………………………………………………………….
ACKNOWLEDGEM ENT OF THE COMPLAINT
Received from: …………………………………………………………regarding: ………………………………………………………..
(Optional to fill) on: ………………………………. (Date) at: (Time)
……………………………………………………………………