Complaints Procedure

Complaints flow chart HERE

Regent College welcomes suggestions and comments from parents and takes seriously complaints and concerns that may be raised. 

A complaint will be treated as an expression of genuine dissatisfaction that needs a reponse.

We want to ensure that:

  • Parents wishing to make a complaint know how to do so
  • We respond to complaints within a reasonable time and in a courteous and efficient way
  • Parents experience that we listen and treat complaints seriously
  • We take action where appropriate

Q&A - For Parents

Written complaints can be electronically submitted HERE. This form will go to College Administration. You are encouraged to include the subject heading - CONFIDENTIAL (Principal). Alternatively, a letter can be handwritten and submitted in a sealed envelope. You are encouraged to title it "CONFIDENTIAL (Principal)".

Q. "What if it's not actually a complaint, rather, a concern that might develop into a complaint, if unaddressed?"

A. In the first instance, a parent is encouaged to discuss the matter with the classroom teacher, or specialist teacher e.g. Physical Education. If the matter is related to the teaching/learning program, or the student's safety or welfare, the teacher is the right place to begin.

Q. "How should I make a complaint?"

A. When you contact the school, be as clear as possible about what is troubling you. If you raise something face-to-face or by telephone, it may be possible to resolve the matter immediately and to your satisfaction.

If you have made a complaint or suggestion in writing, we will contact you within 5 working days, to respond to your concerns and explain how we propose to proceed.

In many circumstances, the person you contact will need to discuss the matter with a colleague and consider it further before responding. You will be given a date by which time you will receive a response. If a detailed exploration of the issue is needed, a lettter or report will be sent to you as quickly as possible. This will tell you of the outcome of your complaint. It will explain the conclusion, the reasons for it, and any action taken or proposed.

Q. "What happens about confidentiality?"

A. Your complaint or concern will be treated in a confidential manner and with respect. Knowledge of it will be limited to the Principal and those directly involved. The Chairman of the College Board may also need to be informed. It is the College's policy that complaints made by parents should not rebound adversely on their children. 

We cannot entirely rule out the need to make third parties outside the College aware of the complaint and possibly the identity of those involved. This would only be likely to happen where, for example, a child's safety was at risk or it became necessary to refer matters to the Police. You would be fully informed. 

Q. "What if I am not satisfied with the outcome?"

A. We hope that you will feel satisfied with the outcome, or at least, that your concerns have been fully considered. 

If you are not satisfied, the Principal will offer to refer the matter to the Chairman of the College Board. Alternatively, you may prefer to write directly to the Chairman. The Chairman will call for a full report from the Principal, and will examine matters thoroughly before responding. The decision of the Board will be conveyed to you. This completes the process.

Finally, the matter can be referred to an independent arbiter, and without judgement feedback will be referred to the College Board. 

Q&A - For Students

Students, if you have any problems, complaints or questions, the College would like to hear about them.

Q. If I feel the need to make a complaint or express my concern about something, how do I go about it?

A. The best place to start is with your parents - mum or dad. Following that, you can write a letter to, or speak directly with your teacher.

Alternatively, you are invited to speak with the Deputy Principal, or Principal.

Q. "Does it matter what the issue is?"

A. No, any matter, big or small. By discussing it, you may generate some new and great ideas!

Q. "What will happen next?"

A. In most instances, your classroom teacher will work through the matter with you. If not, a suitable person will meet with you - someone who you are happy to discuss things with. 

Q. "Do others have to know?"

A. If you are worried about confidentiality, tell the teacher or staff member you are talking with - they will understand. 

Finally, even if you find the issue hurtful, embarrassing and difficult to talk about, don't worry - it will only be discussed by those staff and adults who can help you.