Feedback and Complaints
At Swan Valley Anglican Community School, we strive to provide the best possible education and environment for our students and we are always very interested in feedback. We are keen to know what the School is doing well, and also what the School is not doing so 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, as soon as possible.
The School works on the premise that no organization or person is perfect and incapable of error.
For the Internal Complaints Procedure, parents should refer to the School’s Disputes and Conflict Resolution Policy & Procedural Guidelines– including the Disputes and Conflict Resolution flowchart on Page 3 of the Procedural Guidelines.
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.
Complaints should only be made directly to the Principal, where there has been a failure to adequately address a matter by the staff member(s) concerned. This can be done by letter, email, phone call or in person.
For example, if a parent considers that a matter has not been dealt with effectively by a class teacher, a complaint preferably in writing (email is sufficient), detailing the basis of the complaint should first be made to the relevant teacher. If the matter is not resolved to the satisfaction of the parent, then a complaint should be made to the teacher’s Head of Department (Primary or Secondary), whose task it is to deal with the matter, to keep a record of the action taken and to provide a written report of the outcome of the matter to the relevant Associate Principal.
If the matter is not dealt with effectively at this level and to the satisfaction of the parent, then the parent should refer the matter to the relevant Associate Principal. Again at this level, the complaint should preferably be made in writing, particularly if the substance of the complaint is complex. The Associate Principal will deal with the complaint and provide a written report of the outcome to the Principal.
If the parent continues to be dissatisfied with the outcome at this stage, then the parent should complain to the Principal in writing. Email communication will be sufficient for this purpose. The Principal will review the complaint, the action taken to resolve it and the outcome and then make a determination.
Persons who are external to the School Community should make a direct complaint either by phone call to the Principal’s Personal Assistant on 08 92979506 or by email to [email protected].