Student, Parent and Guardian Complaints Management Policy

BCE is committed to effective complaints management by managing student, parent and guardian complaints in an accountable, transparent, timely and fair manner, while protecting the health and safety of BCE employees through proactive management of unreasonable complainant conduct.​

Guiding Principles

  • Students, parents and guardians have a right to voice complaints
  • Complaints are to be resolved promptly and at the point of receipt, where possible
  • Complaints will be handled fairly, objectively and confidentially
  • Students, parents and guardians will not be adversely affected by making a complaint
  • Complaints help us to improve our services

Responsibilities

The Principal has delegated responsibility for the everyday operations of the school in accordance with Brisbane Catholic Education policies, procedures and guidelines.

Student, parent and guardian responsibilities are as follows:

  • Work with school employees to resolve the complaint
  • Provide the school with a clear description of the complaint and desired outcome
  • Provide all relevant information and documentation to the school when the complaint is made
  • Understand that resolving complaints may take some time
  • Inform the school of changes affecting the complaint
  • Cooperate in a respectful way with school employees and understand that unreasonable conduct may lead to the complaint not being processed

How to make a complaint

1. In the first instance, the student, parent or guardian talks with a teacher or other school employee and they work together to resolve the complaint.

2. If the matter cannot be resolved, the student, parent or guardian talks with a senior school employee e.g. Deputy Principal, Assistant Principal or other nominated school employee and they work together to resolve the complaint.

3. If the matter cannot be resolved, the student, parent or guardian talks with the Principal and they work together to resolve the complaint.

Request for review

If dissatisfied with the school's complaints processes, a student, parent or guardian may submit a written request for a review to the Principal.

Complaints about the Principal must be submitted in writing to Brisbane Catholic Education School Operations, GPO Box 1201, Brisbane QLD 4001.

Response timeframes

The time required to resolve a complaint depends on the complexity and nature of the complaint, as well as employee availability.

Receipt of a complaint will be acknowledged as soon as possible.

Additional time may be required if a complaint is submitted toward the end of a school term, or outside of school terms.

More information

Please see the BCE website for the full policy statement.

Student, Parents and Guardians Complaints Management Policy