Complaints Handling Policy

1. Purpose and Scope

This policy applies to Loreto Kirribilli (the School) in handling a Complaint (as defined below) made in respect of services provided by the School or against employees, contractors and volunteers.

This policy does not extend to Complaints or grievances between or about:

• parents, guardians or other members of the School community;
• students; or
• parents and students.

This policy does not extend to Complaints which are whistleblowing disclosures. The procedure for processing whistleblowing disclosures is outlined in the School’s Whistleblower Policy.

2. Definitions

3. Policy Statement

3.1 Complaint

If a parent/carer or student has a Complaint they should raise their Complaint with the School in accordance with section 3.2.

If a Complaint concerns the behaviour of a staff member and may constitute reportable conduct, the matter will be addressed by the School’s Child Safe Policy in accordance with Section 4.

Complainants are not required to assess whether their Complaint meets the threshold of reportable conduct before making a Complaint.

3.2 Raising a Complaint

3.2.1. The Complainant

If appropriate, Complaints (other than about the conduct of a staff member) may be raised by a Complainant directly with the person involved. However, if the Complainant does not feel comfortable doing so or the matter is one where it may not be appropriate to do so, a Complaint can be made to the Deputy Principal or Principal.

Should the matter not be resolved between the parties directly in the first instance, the Complainant may raise the matter with the School. A Complaint can be made in writing to the Principal, via email principal@loreto.nsw.edu.au.

Where a person wishes to make a Complaint concerning the Principal, the Complaint should be made in writing to the Chair of the Board, via email boardchair@loreto.nsw.edu.au.

3.2.2. The School

The Principal will generally acknowledge receipt of a Complaint raised with the School in writing (via email) as soon as practicable.

3.3 Handling Complaints

3.3.1. Assessing a Complaint

The Principal generally will assess the Complaint and determine:

• whether the Complaint is one to be addressed under this policy or another matter identified in Section 4 which are dealt with by the relevant policies; and
• the priority of the Complaint in accordance with the urgency and/or seriousness of the matter raised; and
• whether the School may be required to report the matter to the Office of the Children’s Guardian, Police, Department of Communities and Justice or other relevant authorities should the Complaint relate to reportable conduct or other unlawful or reportable matters.

3.3.2.Managing a Complaint

The Principal generally will manage a Complaint by:

a) advising the Complainant of the likely steps that will be undertaken by the School in relation to the Complaint;

b) if appropriate, advising the relevant parties of the Complaint at the relevant time and providing them with an opportunity to respond;

c) collecting any additional information the School considers necessary to assess the Complaint;

d) making a decision about how the Complaint will be resolved (“resolution decision”); and

e) if appropriate, advising the Complainant in writing, and any other relevant parties as appropriate, of the resolution decision of the Principal and if appropriate, any proposed action to be taken.

There may be circumstances where some of the steps outlined above are not appropriate and the School will determine, on a case-by-case basis, the most appropriate method of handling the Complaint.

A Complainant and the relevant parties that the Complaint is about may choose to have an appropriate support person present at any meeting with representatives of the School about the Complaint. However, the School maintains the right to determine whether the person’s preferred support person is appropriate and may not approve the attendance of a support person where they are determined by the School to be inappropriate.

3.4 Confidentiality

All parties involved in Complaints handling are required to maintain appropriate confidentiality, including in relation to handling and storing records.

3.5 Contact

If you have any queries about this policy, you should contact the Principal via principal@loreto.nsw.edu.au.

4. Related Legislation / Policy Documents

• Complaints about reportable conduct will be addressed in accordance with the School’s Child Safe Policy.
• Complaints regarding a grievance between students will be addressed in accordance with the School’s Student Behaviour Management Policy and Bullying Prevention and Intervention Policy.
• Complaints regarding unlawful discrimination, harassment or bullying are addressed in accordance with the School’s Discrimination, Harassment and Bullying Prevention Policy.

5. Version History

Version: 2
Date: 14 January 2024