View Categories

Complaints and Grievances (Staff)

15 min read

First created 20 November 2014
Last reviewed 21 May 2025
Review cycle Two years
Approver Senior Leadership Team
Owner Projects Manager
Stakeholders Board, staff
Child safety National Principles 1-4, 6, 9-10

Overview #

  1. We are committed to the fair resolution of complaints and grievances and to developing a culture based on mutual trust and respect, with procedures aimed at resolving issues in a manner that is honouring to our Lord Jesus Christ and His Word. This policy provides a process for staff employed at Rehoboth to raise a concern or complaint.
  2. Staff may from time to time have a complaint about a decision, behaviour, act, or omission that they feel is unacceptable. While most issues can be resolved through direct discussion with the parties involved, there may be instances in which this is not possible.
  3. All formal complaints and grievance processes within the College will follow a three-level framework which models the Biblical process outlined in Matt 18.
  4. This policy is for the benefit of staff and will be used for all complaints made by:
    1. one staff member against another staff member;
    2. a staff member against College leadership;
    3. a staff member about the College as a whole, or a specific department within the College; or 
    4. a staff member against the Board.
  5. This policy will not be relied upon in respect of:
    1. Child protection allegations where separate policy applies; and
    2. Student discipline where separate policy applies;
    3. Sexual harassment where separate policy applies.

Definitions #

  1. Complaint means an expression of dissatisfaction made to us about our services, decisions, actions, or conduct of our staff, or about the complaint management process itself. A complaint should contain sufficient detail to enable it to be addressed and recorded. Complaints can be generally classified as either frontline complaints or formal complaints:

    1. A Frontline Complaint is a complaint that can generally be resolved, either at the time the complaint is made and received, or very shortly after it is received, by frontline or first point of contact staff. The majority of complaints are frontline complaints.

    2. A Formal Complaint: is a complaint that requires further investigation and/or a written acknowledgement and response.

  2. Complainant means anyone who makes a complaint. Complaints may be made anonymously.
  3. Complaints and Breaches Register means the official record we keep of any complaints.
  4. Grievance generally pertains to unfair treatment or misunderstanding regarding matters pertaining to terms and conditions of employment or a discrimination and harassment.
  5. Resolution means an outcome of a complaint that is satisfactory to both parties.
  6. Staff or staff member means an individual who is employed at Rehoboth Christian College.
  7. The role of the Director as referenced in the Guide to the Registration Standards and Other Requirements for Non-Government Schools (January 2020) as: ‘The Director General of the Department of Education is responsible for ensuring that the school observes the registration standards, including the standard about its complaints handling system. Any student, parent or community member is entitled to contact the Director General with concerns about how the school has dealt with a complaint. Information is available on the Department of Education website. While the Director General may consider whether the school has breached the registration standards, she does not have power to intervene in a complaint or override the school’s decision’.

Underlying Principles #

To ensure that complaints and grievances are addressed appropriately, we are committed to the following principles:

  1. The staff member receiving the complaint will make a determination in consultation with leadership to determine whether a complaint is consider frontline or formal in nature. This policy deals with formal complaints. While frontline complaints may seem minor, careful consideration should be applied to recording of the matter by evaluating risk (likelihood and consequence) and potential reoccurrence.
  2. Complaints and grievances will be investigated in a fair and impartial manner.
  3. Resolution at the local level is preferred, wherever it is appropriate to do so.
  4. A person facing a complaint is entitled to know detailed information about the substance of the complaint and to have the opportunity to respond.
  5. Procedural fairness is afforded to all parties, which is defined as:
    1. a hearing appropriate to the circumstances;
    2. lack of bias;
    3. evidence to support a decision; and
    4. inquiry into matters in dispute.
  6. Confidentiality will be observed. 
  7. The complaints management process will be conducted in a manner that is respectful of all parties.
  8. Complaints and grievances are monitored, and their management evaluated to reduce the occurrence of systemic and recurring problems.
  9. In all matters, the safety and wellbeing of students is the first priority. 
  10. Persons making a complaint will not be victimised.
  11. It is expected that complaints are made in good faith and are not vexatious or malicious.
  12. Complaints and grievances will be addressed promptly, and complainants will be advised if the matter cannot be finalised within one month.
  13. All persons in the Rehoboth community (including students, parents, administrators, teachers, and support staff) have a right to be treated with respect and courtesy.
  14. Complaints and grievances are to be referred where required to an external authority such as the Department for Community Development or the Western Australian Police Service for advice or immediate action. All referrals are to be done through the Principal or the CEO. The CEO is to be informed of all referrals made to external authorities.

Confidentiality #

  1. As far as is practicable, we will ensure the privacy, anonymity, and confidentiality of the complainant(s) and staff member(s) involved in accordance with our Privacy Policy. Those involved in the process may waive their right to privacy and confidentiality if they choose to involve someone else in the process.
  2. Confidentiality and privacy are subject to reporting obligations. Where this is necessary, the required information will be provided to the reporting body. Information may also be disclosed where there is a legal requirement or grounds to do so.
  3. Anonymous complaints are accepted in accordance with the Australian Privacy Principles and the National Principals for Child Safe Organisations. These are assessed, investigated, and resolved as completely as possible using the information provided.
  4. In many cases, there are practical limitations as to how we can provide support to anonymous Complainants, ask for clarification, further information, or notify Complainants of any resolution. The College representative responsible for investigating the anonymous complaint will determine the extent to which the complaint will be investigated.

General Procedures #

  1. Where appropriate, complainants will be encouraged to communicate their complaint or grievance in a manner that will make the terms or basis of the complaint or grievance as clear as possible.
  2. Those involved with a complaint will have the opportunity to present their point of view.
  3. Complaints will be investigated according to the steps outlined below.
  4. All complaints will be treated seriously and investigated.
  5. A record of all complaints will be maintained and a report provided to the Leadership Team, on the number and nature of any complaints received since the previous report excluding identifying details. The record should contain the following:
    1. date of complaint;
    2. name of complainant and relationship to the College;
    3. subject matter of the complaint, including the name of any person complained about and his or her relationship to the College;
    4. name of the complaint investigator and position at the College;
    5. date the investigation was completed;
    6. whether the complaint was upheld;
    7. resolution agreed with or offered to the complainant;
    8. date of referral for review (e.g. by the Board);
    9. complaint reviewer and relationship to the College;
    10. date reviewed finalised;
    11. review resolution agreed with or offered to the complainant; and
    12. location of confidential file.
  6. Confidential files on all complaints and grievances should be maintained and kept together and cross-referenced with other files as necessary. The files should contain simple but clear notes of all conversations about source of dissatisfaction. This applies to friendly chats and to telephone conversations, as misunderstandings can easily arise. There should be a clear statement of what is concerning the Complainant or Grievance.
  7. All complainants are requested to follow the stages outlined below.
  8. Staff are asked not to write to the Board of the Association without first having tried to resolve the matter either informally or formally as outlined in the stages below.

Complaints Process #

Stage 1 - Informal Resolution #

  1. It is hoped that most complaints and concerns will be resolved quickly and informally.
  2. The staff member will make a written record of all complaints or grievance that includes:
    1. name of person(s) involved and witnesses to the event/occurrences;
    2. dates and times of events;
    3. name of any person or organisation the staff member has contacted in relation to their complaint or grievance;
    4. the effect the complaint or grievance has had;
    5. copies of any documentation relevant to the complaint or grievance; and
    6. a statement about the preferred outcome of this process.
  3. We will endeavour to resolve any informal complaints or grievances within ten working days of their being raised. However, if the matter is raised during school holidays, we will make all reasonable attempts to resolve the matter as soon as possible once the new school term has commenced (usually within ten working days).
  4. Should the matter be resolved, we will take action to prevent similar situations in the future (e.g. improved communication, procedural improvements, professional development, etc.).
  5. Should the matter not be resolved informally, or where the teacher and the complainant fail to reach a satisfactory resolution, then the complainant will be advised to escalate their complaint to Stage 2.

Stage 2 - Formal Resolution #

  1. If the complaint or grievance cannot be resolved on an informal basis, then the complainant should communicate the matter in writing to their Principal in a clear and courteous manner. The complainant should also identify how he or she wishes the matter to be resolved.
  2. Within three working days of receiving the written complaint or grievance, the Principal will determine whether he or she is able to act as a mediator (who may be internal or external to the College) to resolve the matter.
  3. Within three working days of a mediator being appointed, the mediator will determine whether further investigation is required and will appoint an investigator if needed. The mediator may appoint another appropriate staff member (e.g. a Deputy Principal or senior teacher) to carry out further investigations.
  4. The mediator and/or investigator will make reasonable attempts to speak to or meet with the parties involved within seven working days. If possible, a resolution will be reached at this step. However, if the complaint or grievance is received during school holidays or within two working days of their commencement the investigator will use reasonable means to speak to or meet with the parties as soon as possible after the new term has commenced (usually within seven working days).
  5. The mediator will ensure that a written record of all meetings and interviews held in relation to the Complaint or Grievance.
  6. Once the mediator is satisfied with that, so far as is practicable, all of the relevant facts have been established, he or she will try to find an agreeable resolution between parties. Parties will be informed of this outcome in writing, with reasons provided. The written outcome should be provided no later than three working days after speaking or meeting with parties.
  7. The College will keep a written record of all formal Complaints and Grievances, including records of meetings and interviews held in relation to the Complaint or Grievance, and the College’s decision, which record will be kept in accordance with the College’s policy for retention of records. Refer to our Records Management Policy for more details.
  8. Where the complainant is dissatisfied with the outcomes of Stage 2 or has been unable to come to an agreeable resolution, he or she may escalate their complaint or grievance to Stage 3.

Stage 3 - Panel Hearing #

  1. If the complainant seeks to invoke Stage 3 following failure to reach an earlier resolution he or she may address the CEO, in writing, requesting that their complaint or grievance be further considered by an Independent Complaints Panel set up for this purpose.
  2. This request further assessment of the complaint or grievance will, for the purposes of this Stage, be known as an appeal.
  3. Complainants must lodge their appeal in writing and within ten working days of the date of the Stage 2 outcome. The complainant should provide a list of their complaints or grievances which they believe to have been unsatisfactorily resolved under Stage 2, along with the remedies sought in respect of each. The Independent Complaints Panel is only obliged to consider the complaint(s) and/or grievance(s) lodged in this initial submission. However, it may use its discretion to consider other matters it deems relevant or related that may subsequently arise.
  4. Where the College receives the appeal, it will be referred to the CEO within five working days.
  5. The CEO provides an independent source of advice on procedures for all parties.
  6. The CEO will acknowledge the appeal in writing within three working days of receipt and inform the parties of the steps involved in Stage 3.
  7. The CEO will endeavour to convene an Independent Complaints Panel hearing as soon as possible to consider the matter, normally no later than twenty working days after receipt of the appeal and dependent upon the availability of the Panel members.
  8. The Independent Complaints Panel will comprise:
    1. one school principal, appointed by Christian Education National (CEN) or Christian Schools Australia (CSA), independent of the management and running of Rehoboth Christian College, who shall chair the Panel;
    2. a Board member of the Association for Christian Education who has not previously been involved in the complaint; and 
    3. an approved pastor or minister of a local Protestant church.
  9. The following are entitled to attend a hearing, submit written representations, and address the Independent Complaints Panel:
    1. the complainant and/or their representative;
    2. the Stage 2 mediator and/or one representative; and
    3. any other interested person whom the Independent Complaints Panel considers to have a reasonable and just interest in the appeal and whose contribution would assist the Panel in their decision-making.
  10. Where the Independent Complaints Panel deems it necessary, it may require that further particulars of the complaint or grievance or any related matter be supplied in advance of the hearing. In such cases, all parties will have the opportunity to submit written evidence to the Panel in support of their position, including:
    1. documents in support of complaint or grievance;
    2. chronology and key dates relating to complaint or grievance; and
    3. a written submission setting out the complaint or grievance in more detail.
  11. Evidence will initially be sent to the CEO, who will then circulate the documentation to all parties, including members of the Independent Complaints Panel, along with an order of proceedings. All written documentation must be received by the CEO no later than ten working days in advance of the hearing. The CEO will distribute the written evidence to the relevant parties no later than five working days in advance of the Independent Complaints Panel hearing.
  12. It is for the Independent Complaints Panel to decide how to conduct the proceedings of the appeal, which should be reasonably informal so that all parties can present their case effectively. If possible, the Independent Complaints Panel will resolve the complainant’s matter immediately without the need for further investigation. Where further investigation is required, the Independent Complaints Panel will decide how the investigation should be carried out.
  13. After due consideration of all the facts it considers relevant, the Independent Complaints Panel will reach a decision, and may make recommendations which it shall complete within ten working days of the hearing.
  14. The decision reached by the Independent Complaints Panel is final. The decision will be communicated to all parties within ten working days.
  15. Within thirty days after the final recommendations, the College’s Senior Leadership Team will review and evaluate the actions and procedures of the complaint and make recommendations for change and alterations where necessary.

Flowchart #

Support Services #

1. Fair Work Commission:

  • Website           Fair Work Commission
  • By phone         1300 799 675
  • By email          perth@fwc.gov.au
  • By post            PO Box X2206
                              Perth WA 6001
  • In person         Floor 16, 111 St Georges Terrace Perth WA 6000

2. The Department for Child Protection is the State Government department responsible for issues specifically related to the protection of children, including the handling of abuse and neglect cases. Its website contains some excellent material for professionals, and parents and friends.
3. For sexual abuse reports, the Mandatory Reporting Service must be contacted through one of the following means:

  • By phone         1800 708 704
  • By email          mrs@dcp.wa.gov.au
  • By fax              1800 610 614
  • By post            PO Box 8146
                              PERTH BUSINESS CENTRE WA 6849
This unit is available 24 hours a day, 7 days a week for make a report or to raise concerns. Details regarding mandatory reporting can be obtained through the mandatory reporting website. To contact DCP for assistance with a specific case that does not involve sexual abuse, the school will need to speak to the Duty Officer at the local office, available during office hours. All offices are listed in the White Pages or on the website.

For Reports of Abuse #

Child Abuse Services WA
9223 1111 / 1800 199 008

Crisis Care 
24-hour phone service for people in crisis and needing urgent help
9223 1111 / 1800 199 008

WA Police Service Child Abuse Investigation Unit
For urgent matters 000
If you are a victim 131 444
Reporting child abuse to the Child Protection Squad 9492 5444
child.abuse.investigation@police.wa.gov.au

Crime Stoppers or visit your local Police Station
1800 333 000

WA Police Cyber Predator Team
9492 5444
To lodge complaints www.police.wa.gov.au

Other sources of information on cyber predators

Support for Victims #

The National Association of the Prevention of Child Abuse and Neglect (NAPCAN)
NAPCAN is an Australian organisation that seeks to resource and network child welfare professionals and practitioners working to prevent child abuse and neglect from happening before it starts, through the provision of parenting brochures, training, support networks and information.

WA Child Safety Services
1300 310 083 
This is a preventative life skills program that assists people of all ages to develop the skills to help them deal with difficult or hostile situations. The program has a voluntary committee made up of representatives from government and non-government agencies as well as interested members of the community. AISWA is a group member of Protective Behaviours and is able to purchase resources at a discount for interested schools.

CPFS for Child Protection 
9274 1466 / 1800 654 432

Family Helpline
9223 1199 / 1800 643 000
This is a free confidential telephone counselling and information service for families with relationship difficulties.

Men’s Domestic Violence Helpline
9223 1199 / 1800 000 599
This service provides free telephone, referral, and counselling for men to help them change their violent behaviour toward female partners.

Women’s Domestic Violence Helpline
9223 1188 / 1800 007 339
This service provides free 24-hour telephone support and counselling for women experiencing family and domestic violence.

Child Health and Community Health Services
1300 749 869

Child and Adolescent Mental Health Services
1800 220 400
24-hour mental health advice line

Perth Children’s Hospital
6456 2222

State Child Development Centre
9481 2203

Disability Services Commission
9426 9200 / 1800 998 214

Kids Helpline
1800 551 800
This is a free and confidential telephone counselling service for 5 to 25 year olds in Australia, available 24 hours a day, 7 days a week.

Sexual Assault Resource Centre Counselling Line
This service offers free, 24-hour emergency services for people aged 13 or over who have been sexually assaulted or sexually abused recently (within the last two weeks).

Lifeline Australia
13 11 14
This service operates 24 hours a day, 7 days a week and can provide information about other support services, if required.

Background Information #

Child Family Community Australia (aifs.gov.au)
This site lists recent publications relating to information on child abuse that have been updated on the website of the National Child Protection Clearinghouse.

Publications | Australian Institute of Criminology (aic.gov.au)
This is the Australian Institute of Criminology site and has links to the criminal aspect of child abuse.