Feedback and Complaints
At St George’s Anglican Grammar School, we strive to provide the best possible education and environment for our students, and we are always interested in feedback. We are keen to know what the School is doing well, and also what the School is not doing well. We encourage any feedback that can alert us to areas where improvement may be required. If a parent or a member of the public has a complaint, then the School strongly encourages that you inform us directly.
What is a complaint?
The standard definition is: “an expression of dissatisfaction made to an organisation, related to its products, or the complaints handling process itself, where a resolution is explicitly or implicitly expected”.
The School works on the premise that no organisation or person is perfect and incapable of error.
Persons who are external to the School Community should make a direct complaint via the Complaints Manager at this email: firstname.lastname@example.org
For the Internal Complaints Procedure, parents and students should refer to the Parent and Student Handbook and SEQTA portal (under Feedback and Complaints), which provides detail on processes to follow, who to contact regarding a complaint, and a copy of the School’s and associated Anglican Schools Commission (ASC) Dispute and Complaint Resolution Policy & Procedure.
Please be assured that every complaint will be attended to promptly at the appropriate level.
Relatively minor complaints will invariably be resolved almost immediately to the satisfaction of the parent concerned. Complaints of a more complex nature will take longer to investigate and resolve. Where this is likely, a written estimate of the time to be taken will be given to the person making the complaint, or extensions to that time made as required.
Complaints should only be made to the Principal where there has been a failure to adequately address a matter by the staff member(s) concerned, and/or the Executive Team. This can be done by letter, email, phone or in person. (See communication flowchart in Parent/Student Handbook).
For example, in the first instance the matter should always be directed to the teacher or PCG tutor. If the matter has not been dealt with effectively at this point, a complaint preferably in writing (e-mail or via the SEQTA portal using the designated form under Feedback and Complaints tab), detailing the basis of the complaint should then be forwarded to the teacher’s Head of Learning Area or Head of House. They will seek to resolve the matter, keep a record of the action taken, and provide a written report of the outcome to the Head of Curriculum and/or Head of Pastoral.
If the matter is not dealt with effectively at this level and to the satisfaction of the parent, then the parent/student should refer the matter to the Head of Pastoral and/or Head of Curriculum. Again, at this level, the complaint should preferably be made in writing, particularly if the substance of the complaint is complex. The Head of Pastoral or Head of Curriculum will deal with the complaint and provide a written report of the outcome to the parent and the Principal.
If the parent/student is still dissatisfied with the outcome at this stage, a complaint is then forwarded directly to the Principal in writing. Email communication will be sufficient for this purpose. The Principal will review the complaint, action taken to date to resolve and the outcome, and then make a determination.
Anonymous and/or unsubstantiated complaints generally will not be investigated. Complainants should give their name. Matters will be handled with appropriate confidentiality. Depending on the nature of the complaint, anonymous complaints may not be investigated, as appropriate.