Complaints Process

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  • To promote harmonious relationships
  • To deal with concerns, complaints and disputes in a positive and open manner
  • To deal with concerns, complaints and disputes as quickly as possible in accordance with protocols that are equitable, fair and sensitive to all parties.
  • To address issues raised using protocols that allow for the process of natural justice.


  • Warrington School to be effective in its operations needs to have open processes that models positive relationships
  • Warrington School should assist in mediating issues that arise in a manner which promotes a positive outcome for all concerned
  • Warrington School is committed to using mediation as the best means of resolving complaints


Stage 1 Teacher : Initial contact is to be with the teacher concerned. This should take place at an informal level through a two-way discussion. Every effort should be made to resolve the problem at this stage. Teachers are to keep the Principal informed of all parent concerns and complaints.
Stage 2 Principal : If the problem has not been resolved within an agreed time frame, the matter is to be referred to the Principal.
Stage 3 Board of Trustees : If the problem is still not resolved after referral to the Principal, the matter is formally referred in writing to the Board of Trustees.


  • If the complaint is against the Principal then the referral will need to be directed to the Board Chairperson, then Board of Trustees.
  • If the complaint is against the Board of Trustees then the referral will need to be directed to the Board of Trustees in writing.
  • Should the complaint not be resolved the complainant may refer the matter to the Ministry of Education or the Education Review Office

In all cases, a record of the complaint, process and resolution, must be made by the staff member, Principal or Board of Trustees, as appropriate.


Step 1: Letter of complaint is acknowledged by the chairperson and the complainant advised of the next steps in the board process. The letter becomes part of the correspondence that will be dealt with at the next board meeting while the public is excluded
Step 2: Letter is tabled at board meeting (with the public excluded) and referred to relevant parties for reporting back to the board. The board decides whether to deal with the matter as a whole or appoint a committee to investigate and recommend to the board.
Step 3: At the meeting of the board or committee, the reports are received and the parties may be invited to speak to their complaint or answer questions. The board/committee considers the evidence and/or information and comes to a decision or recommendation.
Step 4: Depending on the delegated powers of the committee either they or the board as a whole come to a resolution as to how the board will respond and/or what action will be taken.
Step 5: The board’s response is communicated to the parties to the complaint. This may be either publicly or confidentially depending on the case.
Step 6: Any of the parties may request the board to reconsider their decision – however normally for such a reconsideration to take place new information that would have been relevant to the board’s deliberations must be produced.

  • Steps 2 to 4 are public excluded meetings

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