Student, Parent and Guardian Complaints Management Fact Sheet
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:
REFERENCES AND DEFINITIONS
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 in accordance with BCE’s Student, Parent and Guardian Complaints Management policy and procedure.
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:
Brisbane Catholic Education Office
243 Gladstone Road, Dutton Park Q 4102
GPO Box 1201 Brisbane 4001 Australia
Phone: (07) 3033 7000
Fax: (07) 3844 5101