In dealing with complaints, the school will ensure that all parties receive fair treatment, courtesy, a prompt response, respect for privacy, and that complaints are treated according to policies and as confidential and ethical as possible. When addressing a conflict or a complaint in a school setting, all concerned should use logical thinking, not emotional reaction.
When the complaint is justified, the school will acknowledge this and address it. If, after investigation, it is decided there are no grounds for the complaint, advice will be given accordingly.
In making and addressing a complaint, the school would expect that issues are raised on time, all concerned are treated with respect and courtesy no matter how grave or serious the issue is, and supply correct, neutral, objective, and concise information in relation to the issues raised.
The school handles and helps issues objectively and pedagogically when parents’ complaint or grievance involves a teacher, a staff, or another student. When a parent complains about other families or other parents, it is the school who handles the issue and decides how it is addressed.
Those concerned should make conflict resolution in a complaint the priority rather than winning or proving being right. All parties must act responsibly and rely on each other. It is, therefore, essential to work out differences in a professional, unemotional manner, and work together regardless of how sensitive the issue is.