Complaints Policy

​​​Brisbane Catholic Education Student, Parent and Guardian Complaints Management policy

Purpose

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.

Rationale

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.

Policy Statement

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.

Principles

In managing a complaint from a student, parent or guardian, the following principles apply:

  • people focus: build trusting relationships by respecting individuals and the community. Students, parents and guardians have a right to voice complaints.
  • local resolution: resolve complaints promptly and at the point of receipt, where possible.
  • responsiveness: resolve complaints in a fair and timely manner.
  • objectivity and fairness: apply procedural fairness and withhold judgement.
  • no detriment: students, parents and guardians are not adversely affected because they have made a complaint.
  • learn, improve, grow: improving services by learning from complaints.
  • confidentiality: complaint information is confidential and managed in accordance with Australian Privacy Principles within the Privacy Act 1988 (Cth).

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:

  • BCE employee complaints: BCE Staff Complaints Management procedure.
  • complaints relating to BCE’s student protection processes: Complaints Procedure for Non-compliance with Brisbane Catholic Education's Student Protection Processes.
  • complaints relating to student bullying or harassment: Preventing and Responding to Student Bullying in Schools Guidelines and Procedures.
  • complaints relating to conduct of religious clergy and other religious persons: Archdiocese of Brisbane Professional Standards.
  • complaints relating to animal use: QSAEC Animal Use Complaint Report.
  • reporting a work health and safety incident or near miss: Incident Reporting and Investigation procedure.

References