COMPLAINTS PROCESS

Bishop Viard College
Concerns and Complaints Policies and Procedures
Last reviewed: Term 3, 2024
Next review: Term 3, 2026

Purpose and Scope
Key Principles
Raising Concerns and Complaints
Assessing and Responding to Complaints
Privacy and Confidentiality
Record Keeping
Related Policies and Resources
Contact Information

1. Purpose and Scope

Bishop Viard College promotes a culture where concerns and complaints are handled respectfully, fairly, and in alignment with our Catholic values. This document supports our duty to ensure a safe environment for students, staff, and our community.

Applies to: Students, staff, whānau, caregivers, board members, and the public.

2. Key Principles

Respect and Mana – We protect the dignity of all involved.
Timeliness – Concerns are addressed as early as possible.
Natural Justice – Everyone is treated fairly and impartially.
Cultural Consideration – We honour tikanga Māori and diverse perspectives.
Privacy – Information is managed confidentially.
Support – Individuals may bring a support person or advocate.
Documentation – We maintain accurate records.

3. Raising Concerns and Complaints

Who can raise a concern?

Anyone in the school community may raise a concern.

General Guidelines

Be respectful.
Submit concerns as soon as possible.
A support person can attend any meetings.

Where to Start:

If the concern is about... Contact...

A class or subject The teacher

General school matter Senior staff or the Principal

The Principal Board Chair

The Board Chair Another Board member

Note: Do not approach students who are not your child. Contact the school directly.

How to Submit

Verbal (may be documented by staff)
Written (preferred for serious matters)

Serious Concerns

May be referred directly to the Principal, Board, or external agencies (e.g., Police, Oranga Tamariki).

Sensitive Claims

Handled by the Board. These may require referral to external bodies.

Anonymous Complaints

May limit the school’s ability to investigate or respond.

4. Assessing and Responding to Complaints

Initial Actions

Acknowledge the complaint.
Determine roles and responsibilities.
Escalate if necessary.
Seek information from all parties involved.

Step-by-Step Process

Review complaint
Decide on the appropriate response or investigation
Communicate with those involved
Take resolution steps
Notify when the matter is closed

Special Considerations

Serious wrongdoing may require a Protected Disclosure.
Staff may file a personal grievance under the Employment Relations Act 2000.
If still unresolved, the matter may be escalated to the Board or external agencies.

5. Privacy and Confidentiality

All concerns are treated with discretion.
Access is limited to those involved.
Recording of meetings must be disclosed.
We comply with the Privacy Act 2020 and school policies.

6. Record Keeping

A register of concerns is maintained securely.
Only authorised staff can access this register.
The Board reviews the register annually to monitor trends and risks.

7. Related Policies and Resources

Inclusive School Culture
Student and Staff Wellbeing
Bullying and Harassment
Protected Disclosures
Employment Relations Act 2000
Health and Safety at Work Act 2015

8. Contact Information

Principal: Chris Theobald
📧 theobaldc@viard.school.nz
Board Chair: Dan Siave
📧 dansiave@viard.school.nz
School Office:
📞 04 237 5248
📧 office@viard.school.nz