Complaint Procedure

  1. 1 Mission statement
  2. 2 Appendix 1
  3. 3 Appendix 2
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2 Appendix 1

Complaints Procedures Troms County

Complaints about teachers, teaching and learning and teacher conduct

Background for the procedure

The schools in Troms County have clear procedures when handeling complaints from students or guardians. The aim of the procedure is to ensure that students and teachers experience that the management follows up complaints is a good and predictable and traceable manner. Clear and transparent procedures will create acceptance for dealing with complaints. The procedures will also contribute to an awarness among students and teachers as to how their conduct is experienced by others and hence have the possibility of making changes.

Areas of use

The procedures are used when complaints are made by students or guardians about the teaching or conduct of a teachers. The procedures are made in order to improve communication in the appeal process. This is due to the fact that most complaints, according to our experience, are closely connected to how the communication between the parties are perceives.

As a starting point, all complaints should be solves at the lowest possible level. This means the dialogue between students and teachers. To ensure possible solutions, both parties have to take responsibility.

  • The teacher is responsible to create an open and good dialogue where the student feels safe to raise queations about problematic areas.
  • Students and their guardians have the responsibility of making their complaint in an objective and constructive manner.

Aim

The aims of these procedure are:

  • To create acceptance and an environment for dealing with complaints.
  • To ensure an open dialogue that aims at solutions that can give both parties a reason and possibility to adjust their own behaviour.
  • To give the school managent a clear framework for how such complaints should be dealt with.
  • To give students and teachers safety/reassurance and predictability that such cases are dealt with in a correct manner.
  • To find good solutions that enhance well-being and confidence, and hence a better learning environment.

Criteria of Quality

In order for the process to go according to procedures, the following is important:

  • Students and teachers experience that they are taken seriously
  • Students make their claims in an objective manner
  • Teachers meet complaints constructively and solution oriented
  • Both parties take an active part in finding good solutions
  • As many cases as possible are solved at the lowest possible level.
  • The deadlines in the procedures must be kept. The parties involved may agree on an extention of deadlines if the condiditions of case case allow this.
  • Solutions are evaluated according to set deadlines
  • If the solutions have not worked satisfactory, new solutions must be worked out.
  • The school management ensures that the procedure is followed.
Appendix 1
Action/tasks Responsibility Deadline
Step 1 – inquiry/complaint about dissatisfaction from student, guardian or class representative to teacher or other staff
If the inquiry concerning a teacher or employee at the school, the student/student representative/guardian is asked to to discuss the issue directly with the person in question. Student and teacher can handle the issue by making a plan of action with a deadline for assessing the actions agreed upon. The one receiving the inquiry. As soon as possible
If the student/ student representative/ guardian do not wish to raise the issue directly with the person involved, it is possible to raise the issue with another subject teacher, contact teacher/ student counsillour. The student/ student representative must consent that the issue can be raised with the person in question. If the inquiry is raised with the student nurse, the nurse brings the inquiry to the student counsillor who brings this further into the school system. The one receiving the inquiry. If the complaints is delievered orally, the one who receives the complaint must put the inquiry/complaint in writing. Such complaints/inquiries cannot be made anonymously. At once
Head of department is informed about the content of the inquiry. The one receiving the inquiry. At once
Head of department contacts the student and has a follow up conversation with the student. Head of department At once
Step 2 – inquiry/complaint to head of department
The head of department has a follow up conversation with the student and a conversation with the teacher/employee in question in preparation for a cooperative meeting. The investigation and conversations will ensure that the overview of what has happened/taken place both positive and negative aspects of what is being inquired about. A plan of action is made in order to solve the conflict. The next step is to assess the actions that were planned. If the case is not solved, the case is moved to step 3 – 4 in this procedure. Head of department Three days at latest after the inquiry is made if head of department is present at school, if not; as soon as possible. Time frame for monitoring inquiry.
Step 3 – inquiry/complaint to head of school
If the plan of action is not accepted, or does not lead to any results, the case is brought further to the head of school. The student/ the student representative/ guardians As soon as possible
The teacher/emplyee is informed about the complaint/inquiry and will be kept informed. Head of department One week after the inquiry has been made at the latest
A new solution oriented conversation between head of school, head of department, teacher and student/ student representative/ guardians where all parties give account from their point of view. Head of department/Head of school One week after the inquiry has been made at the latest
A final solution with plan of action, deadlines and responsibilities is worked out in collaboration. Head of school has the final decision. All parties involved are informed about the solution. The minutes from the meeting are filed. Head of school Three days after the meeting at the latest
The head of department monitors the agreed solution with all parties involved and how the solutions is experienced after a while. The minutes from the meeting are filed. Head of department In correlation with the time frame /deadline in the statement
Step 4 – complaint to Head of Education in the County
If the suggested solution is unsuccessful, or that the student(s) think that the solution is unsatisfactory, the student or student representative can ask for the case to be forwarded to a higher level ie Head of Education in the County. Please see paragraph about complaints in the law of education «Opplæringsloven» 9A -3. Student/ student representative/ guardians Head of School

https://lovdata.no/dokument/NL/lov/1998-07-17-61 https://lovdata.no/dokument/SF/forskrift/2006-06-23-724

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