Complaints and Grievances Management Policy

The Diocese of Sale Catholic Education Limited (DOSCEL) Complaints and Grievances Management Policy (Policy) establishes the rights of all students for there to be a trusting and cooperative relationship between parents/guardians/carers and DOSCEL.

Complaints are an important way for school communities to provide information and feedback to the DOSCEL schools and DOSCEL Office. DOSCEL recognises the right of parents/guardians/carers or students to make a complaint and its responsibility to provide a framework within which efforts can be made to address matters raised in complaints.

It is DOSCEL’s belief that complaints are best handled at the DOSCEL School in an environment where individuals feel able to speak up about issues concerning the education of their children.

An effective complaint-handling system has a clear process for resolving complaints, treats people fairly, is timely, and provides those involved in a complaint with a fair opportunity to respond to issues and to present their views.

While DOSCEL is the governing body, all schools are empowered in the first instance to manage grievances and complaints at DOSCEL school level. The DOSCEL Office can provide support services and legal advice (where required) to school communities in managing complaints.