Handling of School-related Complaints

1. Handling of School-related Complaints

2. Change Socio-political environment Public’s/Parents’ expectations Role of mass media councillors statutory bodies other organisations

3. Be Alert ! Enquiry can turn into complaint Verbal/phone enquiries leading to written complaints Individual enquiry/complaint leading to group complaint

4. Escalation of Complaints Teachers / Senior Teachers Principal / SMC / IMC / SSB EDB / Other govt dept/bureux Unions / Teacher Unions District Council / Legislative Council Ombudsman / EOC / ICAC SED / CS / CE Mass Media

5. Complaint An expression of dissatisfaction that need a response Complainant is dissatisfied with products / services policies / measures performance / achievement staff hardware / environment

6. Modes of Complaints Verbal Phone Face to face Written Letter Fax e-mail SMS

7. School-related Complaints Received by EDB

8. Common Types of School-related Complaints Mal-administration Poor performance Poor manner Misconduct Enrolment Discipline Staff Appointment

9. Common Types of School-related Complaints Students/parents against teachers/school on teaching performance test/exam results student discipline and guidance malpractices/maladministration Teachers/staff against school/principal on unfair treatment/appraisal dismissal/termination of contract malpractices/maladministration

10. Current Guidelines on Complaint Handling Aided Schools (also for reference of Caput & DSS schools) School Administration Guide ??????(Sect 4.4.1)

11. Current Guidelines on Complaint Handling Government Schools EDB Internal Circular No. 8/2009: Public Complaints Procedure EDB Internal Circular No. 1/2003: Staff Complaints Procedure Civil Service Branch Circular No. 20/1979: Reporting of Criminal Offences

12. Handling of School-related Complaints by REOs Issues relating to school internal matters or day-to-day operation REO requests school to provide investigation reports or responses REO reviews reports from schools, conducts investigations if required and issues written reply to complainant If complainant does not accept the results, the appeal will be handled and replied by another team/officer of REO

13. Handling of School-related Complaints by REOs Emergent/serious cases or violation of Education Ordinance, Code of Aid or EDB guidelines REO conducts investigations direct and issue written reply to complainant If complainant does not accept the results, the appeal will be handled and replied by another team/officer of REO

14. Handling of School-related Complaints by REOs Time frame for written replies to complainants Govt schools : 30 days Non-govt schools : 60 days

15. Handling of Complaints by School Set up clear and efficient complaint handling procedures Commitment from senior management Clear guidelines setting out policies, procedures and performance standards Be fair and objective Consult teachers, parents and other stakeholders Easy to assess and known to all

16. Handling of Complaints by School Assign suitable persons to deal with complaints Handling staff should be senior than the one being complained (e.g. if the Principal is the subject of complaint, the case should be handled by the SMC/IMC/SSB) Investigation team can be formed and outside parties can be involved as appropriate Training and support should be rendered to those who handle complaints

17. Handling of Complaints by School To avoid possible conflict of interest and misunderstanding, any staff member who is the subject of a particular complaint should NOT handle the case file concerned, supervise the investigation, or sign any correspondence to be directed to the complainant.

18. Handling of Complaints by School Where a complaint involves persons known in their private capacity to a staff member responsible for handling the case, or concerns matters in which the staff member has a vested interest, he/she should declare interest If a case of conflict or potential conflict of interest is established, the staff member concerned should be denied further access to any information relating to that complaint

19. Handling of Complaints by School Respond to the complainants readily Complainant should be informed of the result of the investigation and the proposed remedial actions, if any, as soon as possible Contact point should be provided in the reply If more time is needed for investigation, the complainant should be informed of the delay and the reason for it Also respond to the media promptly if the case has been reported in the media

20. Handling of Complaints by School Make referral whenever necessary

21. Handling of Complaints by School Keep confidentiality for all complaint cases Complaints should be handled in accordance with the Personal Data (Privacy) Ordinance Only those who need the information to investigate and respond to a complaint should have access to the case information Information gathered during investigation should only be used for internal purposes to respond to the complaint and to implement remedial measures

22. Handling of Complaints by School Document the information properly All complaints, including verbal complaints, should be accurately and consistently recorded A complaints register should be maintained for monitoring progress recording case background, investigation methods, findings, recommendations and follow-up actions

23. Handling of Complaints by School Provide channel of appeal Complainants should be informed of the channel of appeal if they do not accept the investigation results Appeal cases should be handled by a different team/staff

24. Handling of Complaints by School Key points to note: Set up clear and efficient complaint handling procedures Assign suitable persons to deal with complaints Respond to the complainants readily Make referral whenever necessary Keep confidentiality for all complaint cases Document the information properly Provide channel of appeal

25. Complaint Handling Tasks Identify Allegations Collect information and evidence Interviews with complainant and concerned parties (if required) Inspection of documents/reports Compile investigation report Allegations substantiated or not Recommendations Reply to complainant

26. Preventing Complaints Transparent structure everyone knows his/her role and position clearly Well established communication mechanism facilitate communication and avoid misunderstanding Clear procedures and guidelines facilitate handling of enquires and complaints Well trained staff positive attitudes and better interpersonal skills Emphasis on initial contact assign appropriate gate keepers

27. Coordination Team on School Complaints Tasks relating to the implementation of a strengthened procedure for handling complaints against schools Development of guidelines and procedures Consultation with stakeholders Organization of publicity and training programmes Supporting the Ad Hoc Committee on Complaint Handling in Schools

28. Ad Hoc Committee on Complaint Handling in Schools To recommend to the Permanent Secretary for Education a mechanism for handling complaints in schools

29. A Proactive Stance Attitude Acceptance Communication Sensitivity Transparency Fairness Tactic

30. Thank you !