The draft agreement on a new complaints procedure for primary schools underlines the fact that the overwhelming majority of complaints can be resolved informally and amicably between parent/guardian and the teacher.
"Where there are good, clear systems of communication between parents and teachers, parents will be able to raise their questions and concerns and resolve them as part and parcel of the parent/teacher relationship." The agreement states the formal procedure will be used in a small number of cases which may have to be referred to the board of management. In primary schools, the board is made up of two teachers (the principal and one other), two representatives of the parents, two representatives of the patrons and two others nominated by these six people.
The complaints procedure specifically excludes matters relating to the professional competence of a teacher. It also stresses that parents, teachers and all involved should be mindful of the welfare of the child while the complaint is being processed.
The draft agreement details three phases, the informal stage, the semi-formal stage and the formal stage. It is designed to provide a fair, equitable and consistent arrangement for the investigation of complaints.
The Informal Stage
During the informal stage a parent/guardian who wishes to raise an issue of concern should in the first instance meet the class teacher. If the issue is still unresolved the parent should discuss the issue with the principal. If it is still unresolved, the parent/guardian should raise it with the chairperson of the board of management. The chairperson then raises the issue with the principal and the class teacher and seeks a resolution. The outcome is then communicated verbally to all the parties.
The Semi-Formal Stage
If the issue has not been resolved informally, the parent/guardian may pursue the issue by means of a written letter of complaint. The chairperson of the board - after discussions with the class teacher and the principal and a meeting with the parent/guardian - will seek to resolve the issue within 10 days of receipt of the written complaint.
The chairperson will then convey the outcome of these discussions to all the parties in writing, indicating whether or not the issue has been resolved to the satisfaction of all parties.
The Formal Stage
Within 10 days of receipt of the letter mentioned above, the parent/guardian - if still dissatisfied - must signal their intention of pursuing the issue formally. During the formal stage, the chairperson shall request the teacher to supply, within 15 days, a written statement to the board in response to the complaint. On receipt, the chairperson convenes a meeting of the board of management.
If the board considers the complaint does not warrant further investigation, the basis for that decision will be communicated in writing to the parent/guardian and the teacher within five days of the board meeting.
If the board considers the complaint warrants further investigation, the teacher and the parent/guardians will both be given an opportunity to make their case to the board. According to the draft: "When the board has completed its consideration of the matter, the chairperson shall convey the decision of the board in writing to the teacher and the parent/guardian within five days of the meeting of the board".
This letter will indicate whether or not the complain has been upheld. If it is upheld, the board has a number of options.
"Such options can range from informing the teacher that the conduct that led to the complaint should not be repeated, to more serious disciplinary action." But the matter of any disciplinary action will not normally be communicated to the parent/guardian or third parties.
For many schools in the Republic, the new complaints mechanism will replace the existing agreement reached between the Catholic Primary School Managers' Association and the INTO. Many elements of the much-praised document worked out between the CPSMA and the INTO are incorporated in the new draft agreement.