At Safa Community School we believe that students and parents are entitled to expect courteous and prompt, careful attention to their needs and wishes. The School takes very seriously any complaints and concerns that may arise which involves either your own child or the School as a whole. We also welcome suggestions and feedback on how to improve the School.
We will give prompt and serious attention to any areas of dissatisfaction. We anticipate that most concerns will be resolved quickly in an informal manner by approaching the appropriate member of staff. If this does not achieve the desired result, we have a procedure for dealing with concerns.
SCS recognises and acknowledges the parental entitlement to complain or raise a grievance and will endeavour to work with parents in the best interests of the students in our care. The culture of the School is open and complaints are received in a positive manner. If a parent is in doubt about whether or not to raise a concern, we would encourage them to contact the School, as we are here to help. We would ask, however, that together the school and parents present a united front in order to avoid any child receiving potentially confusing or conflicting messages.
We aim to bring all concerns about the running of the School to a satisfactory conclusion for all parties involved, to ensure a good quality of service students and parents, to provide the best practice while following legislation, to guarantee transparency through open communication with parents and staff alike, and to maintain a good working relationship between everyone involved with the school. We will make every effort to resolve any issues within our setting.
This policy may be used by anyone who has a concern, suggestion, compliment, feedback or complaint about any aspect of the School. In essence this will mean the parents and carers of the School’s students, but may include neighbours of the school, or any other members of the local community.
Confidentiality is vital. All conversations and correspondence will be treated with discretion and respect. The subject of the communication including any personal information will only be shared between staff on a ‘need to know’ basis. Knowledge of such will be limited to the Principal and/or Head of School and those who may be directly involved. It is the School’s policy that complaints made by parents will not have any adverse effect on their children in any way.
In the event of some complaints it may be necessary to involve a third party, such as government authorities and/or the police, and should this be deemed appropriate, the School will ensure the complainant is also aware of this referral at the time.
The vast majority of concerns and complaints can be dealt with informally. There are many occasions where concerns are resolved straight away without the need to submit a formal complaint. Indeed, many concerns raised at this stage might not be classified as complaints. When a complaint is made directly to the Principal or Head of School (HOS), stage 1 is not required and the formal procedure begins at stage 2.
Individuals may decide to raise their concerns with a member of the School administrative staff, class teacher, senior teacher, nurse or Principal or HOS depending on their wishes and the type of issues they want to discuss. Any party contacting the School may choose to contact the Principal or HOS directly of their own accord. In these cases it will be at the discretion of the HOS as to whether or not to direct them to the particular staff member first.
It is advisable that any parent who has a concern about any aspect related to:
Steps to be followed:
It is not necessary to record or monitor complaints at this level. The Principal and/or HOS does not have to be informed about the concern at this stage if resolved to both parties’ satisfaction. There are no specific time scales for dealing with concerns at this stage. However, as at all stages, issues should be considered and dealt with as quickly and effectively as possible.
Most complaints should be resolved amicably and informally at this stage. If the individual is dissatisfied with the response they have been given and would like to take their complaint further, they should be referred to the school’s complaints procedure and advised how to escalate their complaint to the next stage.
Logging of complaints
All complaints that reach stage 2 should be logged in the ‘School’s complaint folder’. This is to be made available to the School Executive Board and to KHDA inspectors.