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Every person in our College community has the right to make a complaint. We encourage all people to follow the biblical principles outlined in Matthew 5: 24 – 25 which says “Therefore if you bring your gift to the altar, and there remember that your brother has something against you, leave your gift there before the altar, and go your way. First be reconciled to your brother, and then come and offer your gift.”
What are our guiding principles when dealing with a complaint?
Visibility, Transparency & Accessibility
Everyone has a right to complain
Making a complaint should be easy
i.e. flexibility in methods of making complaints, information on the process available in different formats.
Responsiveness, Objectivity & Privacy
Need to know basis.
Accountability -Prevention & Continuous Improvement
Prevention is better than a cure.
What is a complaint?
According to the Australian Standards a complaint is defined as:
“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”.
What isn’t a complaint?
Making a complaint should be clear and simple to do.
All schools are required to have complaints handling processes. It should be accessible to all stakeholders. ACC has also developed a Complaints Register which is reported to the Board to look for ways to improve as a College into the future.
NB! Not all complaints will get the outcome you may wish. Vexations or false complaints will also be responded to in the most appropriate way.
Download the form (either PDF or Word documents) below should you wish to make a complaint and email it to firstname.lastname@example.org or hand it in at the front reception in the Admin building.