1. Purpose

Ampa Sishya is committed to fostering a culture of open communication, trust, transparency, and accountability. This Complaints Policy provides a clear and accessible framework for stakeholders to raise concerns and complaints and seek timely resolution.

The policy aims to ensure that all complaints are handled fairly, consistently, confidentially, and within reasonable timelines.

2. Scope

This policy applies to all stakeholders of the school, including:

• Parents and guardians
• Students
• Teaching and non-teaching staff
• Members of the school community

3. Definitions

3.1 Concern

A concern is an informal issue or grievance that is communicated verbally and can generally be resolved quickly at the local level.

3.2 Complaint

A complaint is a formal expression of dissatisfaction regarding a decision, action, service, or conduct. Complaints are documented and maintained on record for review and future reference.

4. Policy Statement

The school will:

• Ensure that stakeholders are aware of the complaint filing process.
• Address complaints efficiently and within reasonable timelines.
• Treat all complaints seriously and objectively.
• Promote trust and confidence in the complaint resolution process.
• Work collaboratively with stakeholders to achieve fair and amicable resolutions.
• Prioritize the best interests and well-being of students in all decisions.

5. Complaint Redressal Committee

The school shall constitute a Complaint Redressal Committee comprising:

• Principal
• Member of the School Management
• Senior Member of Faculty
• School Counsellor
• Representative from the School’s Legal Team
• Concerned Class Teacher (where applicable)

The Committee shall review complaints that remain unresolved after the initial stages of redressal.

6. Complaint Redressal Process

6.1 Initial Resolution

Where appropriate, the Class Teacher shall be the first point of contact and will attempt to resolve the matter within three (3) working days while keeping the Principal or Junior School In-Charge informed.

6.2 Escalation

If the matter remains unresolved, the complainant may escalate the issue to the Principal or Junior School In-Charge.

6.3 Committee Review

If further intervention is required, the Complaint Redressal Committee shall review the complaint and determine an appropriate resolution.

The school will ensure that all complaints receive careful consideration and are addressed in a fair and timely manner.

7. Procedure for Parents

Step 1: Raise the Concern

Parents may raise a concern verbally and subsequently submit details via email to the Class Teacher.

• The Class Teacher shall acknowledge and respond within one (1) working day.
• A copy of the communication shall be shared with the Principal.

Step 2: Meeting with the Class Teacher

If required, parents may request a meeting with the Class Teacher.

• The school shall arrange the meeting within two (2) working days.
• The meeting shall take place in the school office in the presence of another staff member to ensure accuracy and transparency.

Step 3: Formal Complaint

If the issue remains unresolved, the complaint shall be treated as a formal complaint.

• The parent may be invited to meet with the Principal.
• The school shall maintain written records of:
  • Complaints received
  • Correspondence exchanged
  • Meetings conducted
  • Decisions and outcomes

Step 4: Complaint Redressal Committee Review

If the matter remains unresolved:

• The Complaint Redressal Committee shall meet the complainant within one (1) week.
• The Committee shall seek a fair resolution acceptable to all parties.
• Any disciplinary or corrective action involving staff shall remain confidential.

Where necessary, the school reserves the right to seek legal advice.

8. Procedure for Staff

Step 1: Raise the Complaint

Staff members may raise complaints verbally and subsequently submit them via email to the Head of Department or Principal.

• An appropriate response shall be provided within two (2) working days.

Step 2: Conflict Resolution Meeting

Where appropriate, the school shall facilitate a meeting between the concerned parties within one (1) week.

Step 3: Committee Review

If the matter remains unresolved:

• The complaint shall be referred to the Complaint Redressal Committee.
• The Committee shall meet the complainant within two (2) weeks.
• Regular updates shall be provided to the complainant throughout the process.

Any action taken against staff shall remain strictly confidential.

Anonymous Complaints

Anonymous complaints will not be considered or investigated.

9. Student Concerns and Support

Students have access to their Class Teachers and School Counsellors throughout their period of study.

At the beginning of each academic year, students shall be informed about the procedures available for seeking guidance and support.

Where a student raises a concern:

1. The Class Teacher may refer the student to the School Counsellor.
2. The Counsellor shall maintain appropriate records and provide necessary support and guidance.
3. The Class Teacher and/or Counsellor shall inform the Principal in writing, where required.
4. The school shall maintain strict confidentiality, subject to safeguarding obligations and legal requirements.

10. Confidentiality

The school shall handle complaints sensitively and maintain confidentiality throughout the complaint resolution process.

Information relating to complaints shall only be shared with individuals directly involved in the investigation and resolution process.

11. Difficult or Unreasonable Complaints

The school reserves the right to determine whether a complaint or complainant is unreasonable, vexatious, frivolous, or abusive in nature.

11.1 Difficult Complaints

A complaint may be considered difficult where it:

• Is vague, general, or lacks specific details.
• Is based on false or misleading information.
• Is frivolous or malicious in nature.

11.2 Difficult Complainants

A complainant may be considered difficult where they:

• Refuse to cooperate with the school’s complaint procedures.
• Fail to comply with agreed timelines.
• Persistently raise irrelevant issues.
• Continually alter or expand the original complaint.
• Seek a predetermined or biased outcome.
• Unreasonably consume staff time and resources.
• Refuse to acknowledge the school’s limitations in addressing certain matters.
• Use the complaints process to pursue personal grievances.
• Breach confidentiality or publicize unverified allegations through media, social media, or other channels.

In such circumstances, the school reserves the right to:

• Limit further communication;
• Discontinue engagement on the complaint; and/or
• Take any action deemed appropriate under applicable laws and school regulations.

12. Record Keeping

The school shall maintain records of:

• Formal complaints received
• Correspondence and communications
• Meetings and discussions
• Findings and resolutions
• Follow-up actions

Records shall be maintained securely and confidentially.

13. Review of Policy

This policy shall be reviewed periodically by the school management to ensure its effectiveness, compliance, and continued relevance.

Guiding Principle

Ampa Sishya is committed to upholding fairness, transparency, respect, and accountability in addressing concerns and complaints raised by all stakeholders. The welfare and best interests of students shall remain the school’s primary consideration throughout the complaint resolution process.