The complaints procedure at school.

Complaints procedure at school

Every school is required by the law to have a complaints procedure. Often schools have an internal complaint option with the school governing body and an external complaint option at an independent complaints committee.

The complaints committee has at least three members. The chair is independent. People involved in the complaint may not sit on the complaints committee. Members of the complaints committee cannot share information they get from parents and school with others without permission.

Most schools are connected to a national complaints committee such as GCBO or LKC. The national complaints committees meet the requirements set by the law.

Information in the school guide

The school guide has information about the complaints procedure. This is required by law. Some schools include the full procedure. More often, the school guide tells where parents can see the full procedure. This is usually on the school website, or on the website of the school governing body. Sometimes the procedure is only available at school.

Contents of the procedure

The content of the procedure can differ per school. The procedure must at least state:

• Who handles the complaint.
• How the complaints committee handles the complaint.
• How quickly a complaint must be filed.
• How long it takes before a decision is made and what happens if this period needs to be changed.

Who can file a complaint

All parents of children registered at the school can file a formal complaint. Sometimes, if the school includes this in the procedure, parents of former pupils can also complain. Usually, no more than one year can have passed since the facts took place. When the pupil is adult, they must file the complaint themselves. Staff members can also file a complaint. Complainants must be heard and can be assisted.

In primary education, parents, carers, and staff can file a complaint. In secondary education and in special education, pupils can also complain. Often this group is expanded to include former and future pupils and parents. This is stated in the complaints procedure.