Complaints Procedure – Parent Information  

No organisation the size of a large school like ours is likely to do everything right, all the time.At Rosehill College we take the view that if people have concerns, they should express them without hesitation or fear.We believe that only by hearing from people, can we hope to continually improve the service we provide.

So, it may be that you wish to lodge some form of complaint, or register some concern.Parents/community members can do this in a variety of ways.Often, much will depend on the nature of the complaint.

Here are some options


By Phone:

• Phone the school and talk to the receptionist; explain the problem and ask to be put through to the appropriate person.
• Phone and ask to speak with your son/daughter’s Head of House.In most cases the Head of House will know what to do.The Head of House is the person who will know your son/daughter well and who has overall responsibility for his/her welfare.You can leave a message on the Head of House’s phone.Please do not expect an instant response.Heads of House have a teaching load, and can be busy working with students.

Heads of Houses: 
 

• Phone and ask to speak with a particular teacher.This is not easy and it may be some time before you obtain a response.The teacher is likely to be teaching.
• Phone and ask for the associate principal or one of the deputy principals; generally you will want to discuss serous matters with these people.You can leave messages on the phones.
• Phone and ask for the principal.You are likely to talk with Noeline Brown, the principal’s assistant, who will ensure that you are put through as necessary.

 

In Writing

• You can also write to any of the above people.If the matter is not urgent, this is our preferred approach. A complaint that is written can be thoroughly investigated and checked.
• Serious matters can be directed to the Board of Trustees, in writing, (you are unlikely to be able to talk directly with the Board of Trustees by phone, given that all members work) addressed to the chairperson, particularly if you feel the principal has not dealt with the issue in a satisfactory manner.The Board of Trustees is not likely to act on an operational matter, unless the principal has first been contacted.

No Response or Inadequate Response

• We hope very much that you do get responses which are appropriate.We pride ourselves on being open and responsive.However, sometimes things do not work out.
• If you phone or write and then get no response, (e.g. phone calls not answered, letters not replied to) please write directly to the principal.

If the problem lies with the principal, write to the Board of Trustee chairperson.

• If you get an inadequate response, please try again and explain why you think the response was inadequate.Do not give up in disgust!!
• If all else fails, write to the principal; if the concern is with the principal’s response, write to the Board chairperson.