Procedure for dealing with Concerns and Complaints at RHS
How do I let the school know I have concerns? How do I make a complaint?
We wish to make our school a safe place to learn for all our students. We want to work with parents /caregivers and students to resolve concerns or complaints in a fair and helpful way and encourage parents and caregivers to contact us so matters can be resolved at the earliest opportunity.
Rangiora High School’s Board of Trustees Complaints Policy outlines how we aim to deal with concerns and complaints in a way that respects the mana and dignity of all parties to ensure that all students and whānau, families and staff members feel safe and supported.
Concern(s)
If your concern involves a classroom matter or a staff member:
Write an email to the staff member requesting they contact you (contact details for staff can be found on our school website - click the link here.
or
Phone the school office (03 311 8888). Office staff will email the staff member who will make every effort to get back to you within three working days. Our staff have commitments teaching classes and scheduled meetings so it is often easier to get a message to them through the office.
or
Contact the school office by email admin@rangiorahigh.school.nz. The office staff are trained to advise you of who to contact about your concern.
Make a suitable time to discuss the concern if it is not able to be resolved by email or telephone. You can take a support person with you. This meeting may involve another person such as a Dean, Guidance Counsellor, Head of House or Curriculum Leader.
Keep a note of what you have done to solve your concern with dates.
If your concern does not involve a classroom matter, staff member or is of a serious nature/incident call the office on 03 311 8888 or email the Principal’s PA principal@rangiorahigh.school.nz. The Principal’s Personal Assistant will make sure that your note or email is recorded and let you know which of the Senior Leadership Team will contact you to discuss your concern and what has happened to date to resolve the issue(s). This should be within three working days.
If the concern is still NOT settled within a reasonable period by staff or the Senior Leader contact the Principal (call the office on 03 311 8888 or email the Principal’s PA principal@rangiorahigh.school.nz)
Please ensure you tell staff whether you are satisfied with how the concern has been dealt with and whether you feel the matter is now resolved, or not. This is very helpful as we seek a positive outcome.
Complaints
A written signed complaint should be addressed to the Principal. The letter of complaint must:
State in detail the reason for the complaint;
Be based on specific and factual information, with all information provided;
Include the name and contact phone details of the person making the complaint.
Complainants seeking confidentiality should consider making a protected disclosure (refer to the Protected Disclosures Policy).
If your complaint is not dealt with within a reasonable timeframe, or is about the Principal, write a letter to the Chairperson of the Board of Trustees . Please note, if this is difficult, you are able to make a verbal complaint to the Board Chair or Secretary who will record the details and request that you sign and confirm these are correct. Include the following details:
State in detail the reason for the complaint;
Give specific and factual information, with all information provided;
Include the name and contact phone details of the person making the complaint.
Your complaint should be acknowledged as received within 7 days by the Board of Trustees secretary.
The Board will usually ask the Principal for a written report on what the school has done to deal with the complaint you have.
The Board may discuss your complaint in a closed meeting at the next Board meeting.
The Board may wish to meet you to get further information and they will contact you to make arrangements for this to happen. You are welcome to take a support person with you to any meetings with the Board.
You will be contacted after the meeting and informed of the outcome and a written response will be sent within one to two weeks.
The School will give you advice about other options you may wish to follow if they are satisfied that your complaint has been appropriately dealt with, but you still have concerns. This may include mediation or involve other agencies.
The school staff and Board of Trustees will make every effort to work with you and your child constructively and fairly to resolve concerns at the earliest opportunity. We encourage you to make contact at the earliest opportunity if you have a concern, so together, we can try to resolve matters at the lowest level for all parties.