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Complaints Policy and Procedure

Posted
Updated
ByRomerike International School
  1. Policy Statement
    Romerike International School is committed to providing a high-quality education and a safe,
    respectful, and supportive learning environment. The school encourages open communication
    and welcomes feedback from all stakeholders. This policy outlines a fair and transparent
    process for addressing concerns and complaints.
    We value complaints as opportunities for reflection, learning, and continuous improvement,
    while ensuring that all individuals are treated with respect and dignity.
  2. Legal Framework
    This policy complies with the following Norwegian laws and regulations:
    ● Opplæringslova §12 – Right to a safe and inclusive school environment
    ● Barnekonvensjonen (UN Convention on the Rights of the Child) – Incorporated into
    Norwegian law
    ● Arbeidsmiljøloven – For employees’ right to raise concerns (whistleblowing)
    ● Forvaltningsloven – Fair procedures and the right to appeal decisions
    ● Personopplysningsloven / GDPR (EU 2016/679) – Data protection and privacy rights
    ● Grunnloven §100 – Freedom of expression
  3. Scope
    This policy applies to complaints from or involving:
    ● Students
    ● Parents and guardians
    ● Staff
    ● Volunteers, external contractors, and visitors
    Complaints may relate to:
    ● Teaching and learning
    ● Student wellbeing and safety
    ● Behaviour management
    ● Staff conduct
    ● School policies or procedures
    ● Discrimination, bullying, or harassment
    ● Facilities or environment
  4. Guiding Principles
    The complaints process is based on the following principles:
    ● Fairness: All complaints are handled impartially and without bias.
    ● Transparency: Complainants will be informed of how their concern will be handled.
    ● Confidentiality: Complaints are managed with discretion in compliance with GDPR.
    ● Timeliness: All complaints will be acknowledged and resolved promptly.
    ● Right to Appeal: Every stakeholder has the right to have their case reviewed.
  5. Stages of the Complaints Procedure
    Stage 1 – Informal Resolution
    Most concerns can be resolved quickly through informal discussion.
    Action:
    ● Speak directly to the person involved (e.g. teacher, HOS, SBM, Principal ).
    ● Raise the concern respectfully, preferably within 10 working days of the issue arising.
    Resolution goal: Within 5 working days
    Stage 2 – Formal Complaint
    If the issue is not resolved informally, a formal complaint may be submitted in writing.
    Action:
    ● Submit a written complaint to the relevant Teacher, Head of School, Programme
    Coordinator, or member of the Educational Leadership Team (ELT).
    ● Include a clear description of the issue, actions taken, and desired resolution.
    Response timeframe: A written acknowledgment within 5 working days, and full response
    within 10–15 working days
    Stage 3 – Appeal to the Principal
    If dissatisfied with the Stage 2 outcome, the complainant may appeal to the Principal.
    Action:
    ● Submit a written appeal within 10 working days of receiving the Stage 2 decision.
    ● The appeal should state why the decision is being challenged.
    Response timeframe: A written response within 15 working days
    Stage 4 – Appeal to the Board
    If the complainant is not satisfied with the Head of School’s decision, they may escalate the
    issue to the School Board.
    Action:
    ● Submit the appeal in writing to the Chair of the Board via the school’s administration.
    ● The Board may request a hearing or further information.
    Response timeframe: Final written decision within 30 working days
    Note: The Board’s decision is final within the school’s internal process.
  6. Special Provisions
    6.1 Safeguarding and Child Protection Concerns
    ● Any concern involving a potential breach of safeguarding must be reported immediately
    to the Principal and Heads of School and will follow the Child Protection Policy.
    6.2 Anonymous Complaints
    ● Anonymous complaints will be considered at the discretion of the school. They are less
    likely to be investigated unless there is significant evidence of risk or misconduct.
    6.3 Malicious or Vexatious Complaints
    ● Complaints found to be malicious or made in bad faith may be dismissed. Appropriate
    measures will be taken as per the Malicious Complaints Policy.
  7. Record Keeping
    ● All formal complaints will be documented and stored securely in compliance with GDPR.
    ● Records will include: nature of the complaint, steps taken, outcomes, and any
    correspondence.
    ● Records will be retained for 10 years, unless otherwise required by law.
  8. Right to External Review
    If the complainant believes that the issue has not been handled in line with Norwegian law or
    school obligations, they may contact:
    ● Statsforvalteren (County Governor) for matters related to student welfare
    ● Datatilsynet for concerns related to data privacy
    ● Arbeidstilsynet for employee workplace concerns
    ● Barneombudet for children’s rights concerns
  9. Communication and Access
    ● This policy is publicly available on the school’s website.
    ● It is distributed to staff and shared with new families during onboarding.
    ● Translations will be made available upon request.
  10. Review
    This policy will be reviewed every two years, or sooner if changes in legislation or school
    procedures require it. The Principal is responsible for ensuring regular review and
    implementation.
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