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ShareComplaints at Primary Level
The following sets out the complaints procedure involved for pursuing complaints at primary level:
(Source: Dept of Education website)
Role of board of management
Under the provisions of the Education Act 1998 and the regulations of the Department of Education and Science, the board of management is the body charged with the direct governance of a school. All complaints about schools should be directed in the first instance to the chairperson of the board of management.
Local complaints procedure (INTO/CPSMA complaints procedure)
Most schools operate a complaints procedure which is designed to facilitate the handling of complaints from parents concerning schools and teachers. Many schools choose to use one of the standard complaints procedures negotiated at national level between school management authorities and teacher interests, but the board of management of the school is free to determine its own fair procedure for the handling of complaints. In general, these procedures are intended to facilitate resolution of a complaint as speedily as possible and at the simplest level.
The Department of Education and Science supports the principle that complaints regarding schools should be resolved at school level whenever possible and will only become involved in the investigation of specific complaints after every effort has been made to resolve the matter at local level.
Correspondence with the Department of Education and Science
If the Department becomes involved in investigating a complaint, the Primary Administration Section of the Department co-ordinates the matter. All correspondence should be addressed to Martine O’Riordan, Higher Executive Officer, Primary Administration 2, Cornamaddy, Athlone, Co. Westmeath.
Asking the Department to investigate your complaint
If you have failed to resolve your complaint at local level and wish the Department to investigate the matter, you should forward to this Section a signed statement containing:
· a clear account of your complaint (ideally listing each element of your complaint)
· an account of how you have attempted to bring the matter to the attention of the school and its board of management, and the reasons why you remain dissatisfied
· a statement that you agree to a copy of your complaint (and supporting documentation) being sent to the board of management of the school and to the person against whom the complaint has been made (for example any teacher involved). Without this permission, the Department will not process your complaint.
You must include the following supporting documentation with your statement of complaint:
· copies of any written complaint(s) that you have made to the school and/or its board of management
· copies of any correspondence between you and the school/board of management, including any decision of the board issued to you following consideration of your complaint by the board of the school
· copies of any other documentation which you wish the Department to consider.
The views of others involved in the complaint
In order to consider your complaint fully, the Department must also seek the views of the board of management of the school. On receipt of your complaint and the documentation listed above, the Section will forward a copy of your complaint and the supporting documentation to the board of management of the school. The Department will ask the board to examine your complaint and provide a written statement to this Department on the steps that have been taken to investigate and resolve the complaint in the school to date.
Examining the complaint
Following receipt of the documentation from you and from the board of management as detailed above, this Section will consider the matter and may seek the advice of the Department’s Inspectorate of schools. An investigation at local level by a member of the Inspectorate may take place and a report on the outcomes of the investigation may be furnished to the Section. This process may take some time, depending on the nature of your complaint. The outcomes of the investigation and the determination of the Department on the matter will be communicated to all parties involved in due course.
The next step
If you wish to pursue your complaint in this manner, you should forward a statement of your complaint and supporting documentation to me as outlined above. Please ensure that your signed statement includes your agreement that a copy of your complaint and supporting documentation may be sent to the board of management of the school.
Sources:
Dept of Education website
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