SCHOOL POLICY MANUAL-2024-2025

Complaints Policy Al Diyafah High School values good relationships with parents, staff, students, and the community. We believe everyone deserves courteous, prompt, and careful attention. Feedback helps us improve and raise standards. We welcome suggestions, comments, and complaints, and encourage early reporting to address issues quickly. When a complaint is received, we collaborate with staff and parents in the best interests of students. Concerns should be raised with school staff or the principal. We aim to resolve issues satisfactorily for everyone involved, ensuring good service, best practices, transparency, and good relationships. Complaints are overseen with discretion and respect. Information is shared only on a 'need to know' basis. Some complaints may involve third parties like government authorities or police, and the complainant will Parents are advised to follow the flow chart provided to direct complaints to the appropriate personnel for prompt resolution. All student-related issues will adhere to the BFL policy (refer to page 27 of the Student Planner). Investigations may involve interviewing students and/or requesting written statements from them, which may be used as evidence. In cases involving other students, sensitive information (such as names and actions taken) will be withheld to ensure the safety and wellbeing of all parties involved. Anonymous complaints will not be pursued. When a complaint is made directly to the school Principal, Stage 1 and 2 may not be required, and the formal procedure will begin at Stage 3 be informed if this happens. Stages of Complaint Handling:

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