1. Raising a Concern

In most cases, concerns can be resolved informally by speaking directly with a member of staff. This may include your child’s teacher/mentor.

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If your concern cannot be resolved informally, it may be raised formally in accordance with the steps outlined below.

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2. Making a Formal Complaint

Formal complaints should be submitted in writing via email or our Contact Form. Please include:

• Your name and contact details

• Your child’s name and year/group (if applicable)

• Details of your complaint, including dates, people involved, and relevant events

• Any steps you have already taken to try to resolve the issue

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3. Acknowledgement

• All formal complaints will be acknowledged in a timely manner.

• You will be informed of the member of staff responsible for handling your complaint and an estimated timeframe for resolution.

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4. Investigation

• Complaints will be investigated thoroughly, fairly, and objectively.

• The investigator may speak with relevant staff, students, or other parties to gather information.

• Confidentiality will be maintained as far as possible.

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5. Outcome and Response

• Once the investigation is complete, you will receive a written response summarising:

  • The findings of the investigation

  • Any action taken or planned as a result of the complaint

  • Any further steps available if you are not satisfied

• We aim to respond to formal complaints within 20 working days. If the investigation takes longer, you will be informed of the delay and given an updated timeframe.

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6. Escalation

If you are not satisfied with the outcome of a formal complaint, you may request that it be reviewed by the School Principal. The Principal will review the investigation and provide a final written response.

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7. Confidentiality and Record Keeping

• All complaints are treated confidentially. Information is shared only with those directly involved in resolving the complaint.

• Records of complaints and their outcomes are kept securely for monitoring and continuous improvement purposes.

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8. Support

• Parents or carers may be accompanied or supported by a friend or advocate when raising a concern or complaint.

• Students may also be supported by a parent, carer, or appropriate school staff if involved in the complaint.

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Contact:
For any formal complaints, please email: phoenixagendasupplementaryschool@hotmail.co,