Type: Policy
Classification: Operational
Policy Number: SCS2020004
Released: 21 September 2020
Review Date: 21 September 2025
Rescinds/Replaces: EDO201604-1.1

Within the reality of the schooling experience, it is recognised that, from time to time, misunderstandings and differences of opinion will occur that may give rise to complaints which need to be resolved satisfactorily. Complainants may be parents or carers, students, and school community members such as parishioners and the general community (e.g. school neighbours).

The purpose of this policy is to enable Sydney Catholic Schools (SCS) to respond effectively to complaints, ensure complaints are resolved in a fair and timely manner and make sure that complainants understand how their complaints will be managed.

All SCS staff and contractors must comply with this policy.

This policy applies to SCS parent, student, school community and general community complaints.

Complaints can be made to SCS in relation to any school-based or SCS Central Office decision or action, including allegations of staff misconduct.

There may be limited circumstances that impact SCS ability to respond to a complaint due to legal considerations or if other entities direct SCS not to handle the complaint (e.g. NSW Police for criminal matters).

The following principles guide how this Policy will operate in practice:

3.1 Confidentiality, access, dignity, and impartiality form the basis of the complaint resolution process.

3.2 Stakeholders to the complaint process will work together with respect, courtesy, and openness.

3.3 Complaints are most effectively resolved when raised at the school level. Complainants are therefore encouraged to try to resolve the issue directly with the school in the first instance.

3.4 Complainants have the right to be heard and to expect that ongoing relationships will continue respectfully.

3.5 All complaints will be handled in a procedurally fair and timely manner. This includes staff members being informed of formal complaints made against them.

3.6 Where a complaint is received anonymously, it shall be …