• About Us
  • Principal's Message
  • History & Location
  • Enrolments
• Curriculum
  • Learning Areas
    • The Arts
    • Career & Voc Ed
    • English
    • Health & PE
    • LOTE
    • Mathematics
    • Science
    • Society & Environment
    • Technology & Enterprise
      • Business & Information Technology
      • Design & Technology
      • Home Economics
  • Options Program
  • Homework
  • ICT
  • Useful web sites
• School Routines
  • School Charter
  • School dress
  • School rules
  • Timetable
• Student Services
  • Student Council
• Community
  • P&C committee
    • Alumni
  • School Council
  • Student Council
  • Canteen Menu
• Student Portal
• School Events
• Complaints Policy
• Links

Complaints

Complaints Handling Procedures Information for Parents   Objectives To ensure that complaints lodged at this school are resolved in a prompt and efficient manner. To promote the highest standard of professionalism in dealing with our community.

Policy

Staff at Ocean Reef Senior High School will ensure that complaints lodged concerning operations are handled promptly and efficiently.  Staff will present the highest possible standard of professionalism in dealing with students, parents and members of the community.

Staff at this school are responsible for managing the resolution of disputes and complaints lodged with us.

We will make every effort to resolve promptly disputes and complaints lodged with us according to the principles of procedural fairness.

Where we cannot resolve a complaint, the complainant or the Principal can forward written complaints to the District Director or the Director General of the Department of Education and Training.

Some complaints can not be handled at the school.  Where these serious matters are involved, the complaint must be forwarded to the Department of Education and Training and you will be advised of these procedures.

Definitions:

Complaint

The expression of dissatisfaction with any aspect of government education and training.  It may be general in nature or relate to particular staff, a part of the organisation, a policy or a decision.  Any person may lodge a complaint, however staff employed by the Department of Education and Training cannot use this process if they are acting in an official capacity.  A complaint must contain sufficient detail to enable it to be addressed and recorded.

Locally Managed Complaint
A verbal or written complaint made in relation to a school or staff member, and managed by the school.

Centrally Managed Complaint
A complaint lodged in writing with the Director General of the Department of Education and Training, and managed at Central Office.  Such complaints may be redirected to the local level to be managed if it is deemed appropriate.

 Complainant

A person or persons lodging a complaint.

Making a Complaint

Complaints can be made
·        Verbally.
·        Letter.
·        Email.
·        Facsimile.

There is no charge to pay if you wish to make a complaint.

Help is available at the school to support complainants to formulate, write and lodge a complaint.  Complaints can be lodged with the school using any of the contact methods listed above.  Written complaints should be addressed

Private and Confidential
The Principal
Ocean Reef SHS
Venturi Drive
OCEAN REEF WA 6027

Minimum information required when making a complaint

You should provide the following information when making a complaint
·     Your name and contact details.
·     Copies of any relevant correspondence or documents relating directly to the complaint.
·     The nature of the complaint.
·     What you consider is needed to resolve the complaint.

In the case of a verbal complaint, where you do not want to be identified or to lodge the complaint in writing, we will endeavour to work directly with you to resolve the matter.

Responsiveness

We will acknowledge written complaints within 5 school days.  We seek to resolve local complaints within 14 days.  If, because of the serious nature of the complaint, it is deemed necessary to forward it on to another section of the Department, we will do this without delay.

In all cases you will be kept informed of the progress of your complaint.

Enquiring on a complaints progress

You may enquire as to the progress of your complaint at any time by directly contacting the appropriate staff member.  At the time of lodging a verbal complaint, or in the acknowledgment letter for a written complaint, this person will be identified for you.

Outcome of a complaint

We will advise you verbally and in writing of the outcome of the complaint.  The outcome of all written complaints will be provided in writing.

If you are unsatisfied with our attempts to resolve your complaint, you may wish to express your concerns to the District Director.  To do this contact:

Private and Confidential
District Director
West Coast Education District
Locked Bag 9
OSBORNE PARK WA 6916

While this request can be made verbally, it is preferable that it is made in writing.  Help in making this request will be provided by us, or the district office, upon your request.

Rejecting a Complaint

Complaints judged to be vexatious, trivial or without substance, or where it is judged to not warrant further action, will not be progressed.  You will be advised of this decision in writing.

The Australian Standard

As outlined in the Australian Standard AS
4269-1995 our complaints handling policy demonstrates:

Commitment:
We recognise your right to complain and to have your complaint dealt with seriously.
Fairness:
We understand the need to be fair in our complaints handling processes.
Resources:
We have adequate resources for effective handling of complaints.

Access:
We accept complaints lodged by phone, fax in writing and via email.
Visibility:
Our complaints handling processes are available from our office and here through our website

Assistance:
Upon request, we will provide a complainant with the support needed to formulate and lodge a complaint.

Responsiveness:
Complaints will be dealt with quickly and efficiently.
Charges:
There will be no charge to the complainant for the raising of a complaint with us.
Remedies:
Where a complaint results in the identification of changes that should be made to our processes, those changes will be made.
Data Collection:
Data about complaints lodged with our school is collected and recorded.
Systemic and Recurring Problems:
Complaints are regularly analysed for the identification and addressing of systemic and recurring problems.
Accountability:
We report our complaints handling processes against our documented performance standards.
Reviews:
We review our complaints handling process annually.

School Contact Details

Ocean Reef Senior High School
Venturi Drive
OCEAN REEF WA 6027

Phone: 9307 0222

Fax: 9307 5424

Email: Debbie.Ord@det.wa.edu.au

School Prospectus

Download our School Prospectus for more information about the School. (2 mgb)

Annual School Report

Parents receive a report on their child's progress every Semester but many people wonder our how School is going overall. How do the results of Ocean Reef Senior High School compare with other schools? Download a copy of the Annual School Report for more information.

(require Acrobat Reader)