Complaints Management

[Virtual Presenter] Welcome everyone to today's training. We will explore the principles and procedures of complaints management at Coomera Anglican College, aiming to clarify the distinction between a concern and a formal complaint..

[Audio] The Complaints Management Policy provides guidance on handling complaints efficiently and fairly. It applies not only to our school but to all schools and E-C-S services within the A-C-S-Q Diocese. This policy ensures transparency, fairness, and accountability..

[Audio] It's essential to differentiate between a concern and a complaint. A concern is often feedback or an informal issue, while a complaint requires action and usually expects a resolution. For example, a parent sharing that they're worried about a child's performance is a concern. But if they feel dissatisfied with how the issue was handled, that would escalate to a complaint..

[Audio] Complaints are escalated progressively. Begin with attempts to resolve the matter with the relevant staff, escalating only if necessary. The final stage involves the Anglican Schools Commission if all other levels are exhausted..

[Audio] Complaints are handled progressively in stages. Always try to resolve issues at the lowest possible stage by first discussing it with the relevant staff member.If unresolved, it can move to higher levels, involving the Principal, College Council or eventually the A-S-C-. Knowing which stage to act on helps ensure timely and effective resolution..

[Audio] When receiving complaints, staff are responsible for determining whether the issue is a concern or a formal complaint. If needed, the complaint should be escalated through the proper channels. It's also important to apply other relevant policies, such as those regarding child protection, where appropriate..

[Audio] Our reporting system not only records the details of each complaint but also tracks important data like the type of complaint, involved parties, and resolution times. We ensure compliance with the Privacy Act 1988, allowing access only to authorised personnel. Complaints trends are reviewed annually to provide insights for the College Leadership Team..

[Audio] We follow a clear escalation framework based on the severity of the complaint. The goal is to resolve issues at the lowest possible level, beginning with the staff member. More serious complaints are escalated to higher levels, and in extreme cases, issues go to the Anglican Schools Commission (A-S-C--).

[Audio] Not all complaints can follow the same process. For instance, whistleblowing is addressed separately, and any complaints involving child protection or legal breaches are escalated immediately to external authorities. These situations bypass the typical complaints process.

[Audio] If a complainant is dissatisfied with the resolution, there is an appeals process. For A-C-S-Q schools, appeals can be made to the Archbishop of Brisbane. Other schools would appeal to their respective Bishop, and in unresolved cases, appeals may go to the Anglican Schools Commission (A-S-C--).

[Audio] Our approach to complaints management focuses on continuous improvement. By regularly reviewing complaints, we can spot trends, fix recurring issues, and enhance our systems. This feedback loop helps us to refine policies and processes, reducing the likelihood of future complaints.

[Audio] Just a reminder of the key terms in this policy. It's important to be clear about these definitions when handling feedback and complaints.

[Audio] Thank you for your attention today. Effective complaints management helps create a better, more responsive environment for everyone..