Complaints Policy

Principle

At American Private School of Kalba, we aim to ensure that positive, respectful relationships are maintained with all stakeholders. As a school we value the opinions, contributions and suggestions of all stakeholders. We have an open door policy, that means, stakeholders are always welcome. However, there may be times when we have to address people’s concerns. Where we are able to, we will ensure that all concerns are addressed without the need for formal procedures. However, we are also mindful that there may be occasions where a complaint cannot be addressed to the satisfaction of all concerned and in that instance, a formal complaint procedure needs to be in place.

Purposes

• To develop positive and purposeful relations with all stakeholders
• To promote partnerships which are based on mutual respect
• To communicate effectively with stakeholders
• To recognize that where tensions exist with these partnerships, a resolution should be found to ensure that a positive relationship is maintained

Accordingly, the school will

• Encourage resolution of problems by informal means wherever possible
• Invoke formal procedures when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further
• Allow all stakeholders the opportunity to make a complaint about any procedure, incident or staff and to respond professionally
• Resolve all complaints using the school complaints procedure

Complaints Procedure

We would like to ask all stakeholders to follow the complaints procedure as follows:

• Call the school office on 092778883 and speak to the administrative officer who would assist you or you may leave your number so that we can call you back
• You may also send an email to americanschoolkalba@gmail.com
• Where the issue is not resolved, make an appointment to meet the principal or subject teacher (if the issue is about student attainment or learning),where the complaint is about behaviour, or bullying or any other issue, make an appointment to meet the social worker or principal.
• Once the school receives a complaint, the following steps would be taken to try to resolve the concern as quickly as possible:
• We will Investigate all complaints thoroughly, making sure that we:
  • -Establish what has happened and who has been involved
  • -Clarify the nature of the complaint and what remains unresolved
  • -Meet with or contact the complainant
  • -Clarify what the complainant feels would put things right
  • -Interview all those involved
  • -keep notes of all interviews.

• Where the complainant is dissatisfied, he/she may write a formal letter of complaint addressed to the governing body and submit it to the school office or email the letter to americanschoolkalba@gmail.com
• The letter will be delivered to the governors on your behalf and the governors will contact the complainant as soon as possible
• The principal will work with the governors to bring the matter to a satisfactory conclusion
• We shall endeavour, to handle all complaints efficiently, and confidentially and ensure that the issue is resolved as soon as possible.

CONTACTS:

Tel: 092778883  Email: americanschoolkalba@gmail.com

• Ms Georgina Couram - Principal
• Ms Walaa - Admin officer
• Ms Zainab - Social Worker