Complaints Management at ACC

Every person in our college community has the right to make a complaint.

As a Christian community, we encourage people, where possible, to follow the biblical principles of reconciliation before escalating a concern:

“Therefore, if you are offering your gift at the altar and there remember that your brother or sister has something against you, leave your gift there in front of the altar. First go and be reconciled to them; then come and offer your gift.” – Matthew 5:23–24 (NIV)

It is not always possible to resolve a conflict in this way. Where this is not possible, or where an issue remains unresolved, our Complaints Management Process provides a clear and structured way to work through the concerns raised.

Complaints will be handled as confidentially as is reasonably practicable, consistent with our Privacy Policy and our legal and duty of care obligations.

1. ‎What are our guiding principles when dealing with a complaint?

Visibility, Transparency and Accessibility

• Everyone has a right to complain.
• How and where a complaint can be made should be well publicised and clearly communicated to our college community.
• Making a complaint should be simple and accessible, including for those who require assistance (e.g. flexible methods of making complaints, information available in different formats).

Responsiveness, Objectivity and Privacy

• Complaints are acknowledged promptly, and appropriate timelines are communicated.
• Complaints are managed in an equitable, objective and unbiased manner, in line with principles of procedural fairness.
• Personal information is shared on a “need to know” basis and is managed in accordance with the Australian Privacy Principles.

Accountability, Prevention and Continuous Improvement

• Prevention is better than cure: we seek to identify and address issues early, so they do not escalate into ongoing disputes.
• Responding to and learning from complaints is an important part of the College’s commitment to quality improvement.
• Data from our Complaints Register is regularly reviewed and reported to the Board to help us improve as a college.

2. What is a complaint?

According to the Australian Standard for complaints handling, a complaint is:

“An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.”

3. What complaints are managed through other specific processes?

Some issues raised with the College are not managed under the Complaints Management Process because they are required to follow specialised procedures.

These include:

• Child protection concerns or risks of harm to children – managed in accordance with the law and the College’s Child Protection Policy.
• Student bullying complaints – managed under the Student Bullying and/or Behaviour Management Policy. Students who are bullied are also encouraged to use Stymie if they wish to make a report at any time.
• Student discipline matters (including suspension or expulsion) – managed under the Discipline / Behaviour Management Policy.
• Employee complaints related to their employment – normally directed to their supervisor or managed under staff grievance and HR procedures.
• Student or employee violence or criminal matters – directed to the principal, who will involve Police or external agencies as appropriate.
• Formal legal proceedings – managed in accordance with legal advice and relevant legislation.

4. How to make a complaint

As a non-state school in Queensland, Annandale Christian College is required to have a clear and accessible complaints handling process.

Making a complaint should be clear and simple to do. If you wish to make a complaint, you may:

• download and complete the Complaint Form (PDF or Word) below, and
• email it to complaints@acc.qld.edu.au, or
• hand it in at the Front Reception in the Administration building, or
• leave anonymously in the letterbox at the front of Administration building

Important note

Please note that not all complaints will result in the outcome a person may seek. However, all complaints will be taken seriously, considered carefully, and responded to in a respectful and timely manner.

Vexatious or knowingly false complaints may be managed under the College’s relevant conduct or disciplinary procedures.