1. Rationale
1.1 Christchurch Boys’ High School (the School) is committed to maintaining a safe, respectful environment that upholds the mana and dignity of all involved.
1.2 All staff, students, parents, caregivers, whānau and community members have the right to raise concerns or make complaints, and to have these addressed in a fair, timely and consistent manner.
1.3 The School views concerns and complaints as opportunities to strengthen relationships, improve practice, and uphold the dignity (mana) of all involved.

2. Scope
2.1 This policy applies to concerns or complaints raised by or about any member of the School community, including staff, students and parents/whānau.
2.2 If a matter relates to Adams House, this policy should be read in conjunction with the Adams House Policy.
2.3 Employment-related complaints will also follow the relevant employment agreement processes.

3. Purpose
3.1 To provide a clear process for raising and addressing concerns and complaints in ways consistent with the principles of natural justice, tikanga, and the School’s commitment to fostering respectful relationships (whanaungatanga), fairness, and manaakitanga.
3.2 To ensure concerns are resolved at the most appropriate level, as early and informally as is safe and reasonable, while maintaining accessible pathways for formal complaints.

4. Definitions
4.1 Concern: A matter that causes worry, uncertainty or dissatisfaction that can often be resolved collaboratively and at, or near, the level where it arose.
4.2 Complaint: A more serious concern that the complainant wishes to have formally investigated. A complaint must be written, specific, factual, and identify the complainant.

5. Principles
5.1 The School will act in accordance with natural justice, all relevant legislation, and applicable employment agreements.
5.2 All parties will be treated with fairness, courtesy and respect, and the mana and dignity of each person will be upheld.
5.3 Processes will reflect the School’s commitment to tikanga and Te Ao Māori principles, including honesty, respectful dialogue, whanaungatanga and restoring relationships where appropriate.
5.4 Concerns and complaints will be addressed at the lowest appropriate level but without creating any barrier to escalation when appropriate.
5.5 The School’s Blue-Black Values — commitment, bravery, honour and service — guide the behaviours expected of all parties in raising, addressing and resolving concerns and complaints, including:
5.5.1 Commitment: engaging in the process with care, integrity, accuracy and follow-through.
5.5.2 Bravery: raising issues directly and respectfully, and participating honestly in conversations that may be challenging.
5.5.3 Honour: acting consistently with fairness, honesty and responsibility, and upholding the mana of all parties.
5.5.4 Service: contributing to solutions that strengthen the School community and support improved relationships and outcomes.

6. Raising a Concern
6.1 Any member of the School community may raise a concern directly with the staff member most closely connected to the issue.
6.2 Where appropriate and safe to do so, concerns should first be discussed through direct, respectful professional conversation.
6.3 Staff may seek guidance from a senior leader to support informal resolution.
6.4 If a concern is unable to be resolved, the complainant may choose to escalate it as a formal complaint.

7. Making a Complaint
7.1 A complaint must be:
7.1.1 In writing.
7.1.2 Specific, factual and complete.
7.1.3 Signed and identifiable.
7.2 Complaints about staff, students or operational matters should be sent to a staff member with management responsibility (e.g., Dean, Head of Department, or Senior Leader).
7.3 Complaints about the Headmaster or governance matters should be directed to the Chair of the Board, who will table the complaint at the next Board meeting (subject to timing).
7.4 Written acknowledgment of the complaint will normally be provided within five working days.

8. Process for Addressing a Complaint
8.1 The complainant will have written acknowledgment within five working days unless exceptional circumstances apply.
8.2 The delegated senior manager will be informed of all complaints relating to staff roles.
8.3 An assessment will be made to determine the appropriate level for the complaint to be addressed, ensuring fairness, timeliness and proportionality.
8.4 The person who is the subject of the complaint will be informed of the complaint and the identity of the complainant, except in exceptional circumstances (e.g., matters under police investigation or safety-related issues where advice supports confidentiality).
8.5 The complainant will be informed of:
8.5.1 Who will be investigating the complaint.
8.5.2 Who the decision-maker will be.
8.5.3 The likely timeline for the process.
8.6 While no fixed timeframe can be guaranteed, the complainant will be updated on the likely timeline within ten working days of acknowledgment (or, for Board-level complaints, within ten working days of the relevant Board meeting).
8.7 Any investigation will comply with relevant employment agreements, legislation, and natural justice.
8.8 Complainants will be advised in writing of the outcome of their complaint, to the extent allowed by law and with regard for the mana and dignity of all parties.
8.9 If unsatisfied, the complainant may escalate the matter to the Headmaster, and subsequently to the Board.
8.10 The Board will only re-review a complaint if it believes the investigation process was unfair, or if new significant information is provided.

9. Additional Clarifications
9.1 Board members may receive concerns or complaints but will refer these to the Headmaster or, if the matter concerns the Headmaster, to the Board Chair.
9.2 The Board acknowledges that not all complainants will be satisfied with the outcome. If the Board has reconsidered a matter and remains confident in its decision, it may decline further discussion.
9.3 Complaints alleging non-compliance with this policy will be treated as new complaints.
9.4 The Headmaster will maintain a complaints register and report trends or significant matters to the Board.
9.5 Those seeking confidentiality should consider whether a protected disclosure is appropriate; refer to Section 2.24 of the Governance Manual.

Approving Authority: Board of Trustees

Date Reviewed: November 2025

Next Review: November 2028