Our complaints procedure

Last updated: March 3rd, 2024

Ellesmere Muscat is committed to providing a high-quality educational experience. We value feedback and take complaints seriously, ensuring they are resolved promptly and effectively. Our complaints procedure is designed to encourage direct dialogue and address issues at the earliest opportunity.

Step-by-Step Complaints Procedure

1. Direct Dialogue

• • • • Initial Concern: Parents, students, or staff with concerns are encouraged to address the issue directly with the individual involved. This can often lead to a quick and effective resolution.
      • Importance of a Collaborative and Constructive Approach: At Ellesmere Muscat, we believe that addressing complaints collaboratively and constructively is essential. Our primary focus is on improving the educational experience for students rather than on punitive outcomes. By fostering open communication and mutual respect, we aim to understand the root causes of concerns and work together to find solutions that benefit all parties involved. This approach not only resolves immediate issues but also contributes to a positive and supportive school environment.
      • Classroom Issues: If the concern relates to classroom matters, the first point of contact should be the class teacher or subject teacher. Engaging in a direct and respectful conversation often leads to a better understanding of the issue and a more effective resolution.

2. Escalation to Section Team Leader

• • • • Unresolved Issues: If the issue is not resolved through direct dialogue, the complainant should escalate the matter to the Section Team Leader. This can be done by scheduling a meeting or sending an email outlining the concern.
      • Meeting with Team Leader: The Section Team Leader will meet with the complainant to discuss the issue and work towards a resolution.

3. Involving the Vice Principal

• • • • Persistent Issues: If the complaint remains unresolved after discussing it with the Section Team Leader, it should be brought to the attention of the Vice Principal. This step ensures that more complex issues receive the necessary attention.
      • Resolution Attempt: The Vice Principal will review the complaint, meet with the relevant parties, and attempt to resolve the issue.

4. Formal Complaint to the Principal

• • • Formal Complaint Registration: If the issue remains unresolved after involving the Vice Principal, the complainant may submit a formal complaint to the Principal. This should be done in writing, providing detailed information about the complaint and the steps taken so far.
    • Formal Review: The Principal will conduct a thorough review of the complaint, involving all necessary parties, and make a final decision.

Finance-Related Issues

1. Initial Concern: For finance-related issues, such as billing, fees, or payment concerns, the first point of contact should be the Finance Manager. This can be done by scheduling a meeting or sending an email outlining the concern.

    

2. Meeting with Finance Manager: The Finance Manager will review the issue and attempt to resolve it in a timely manner.

    

3. Escalation to Business Manager: If the issue is not resolved to the satisfaction of the complainant, it should be escalated to the Business Manager. This can be done by scheduling a meeting or sending an email detailing the unresolved issue.

    

4. Involving the Principal: If the issue remains unresolved after discussing it with the Business Manager, the complainant may escalate the matter to the Principal. This should be done in writing, providing detailed information about the steps taken so far and the nature of the complaint.

    

   • • Formal Review: The Principal will conduct a thorough review of the finance-related complaint, involving all necessary parties, and make a final decision.

Digital Submission via School App

Complaint Button: A dedicated “Complaint” button will be available on the Ellesmere Muscat school app. This allows parents, students, and staff to submit complaints digitally.

Google Sheet Registration: Each complaint submitted through the app will be automatically recorded in a Google Sheet. This sheet will include details of the complaint and track the steps taken towards resolution.

Documentation and Tracking

• A Google Sheet will capture the following information:
• Date of complaint
• Complainant’s name and contact information
• Description of the complaint
• Steps taken for resolution (including dates and persons involved)
• Current status of the complaint
• Final resolution and date

Confidentiality and Transparency

• Confidentiality: All complaints will be handled with the utmost confidentiality. Only those directly involved in the resolution process will have access to the details of the complaint.

   

• Transparency: The school is committed to transparency in the complaints process. Complainants will be kept informed of the progress and any actions taken.
  
• Sharing of information: Anonymized versions of the data will be shared with Board Members as requested.

Conclusion

Ellesmere Muscat International School strives to address and resolve complaints promptly and effectively through direct dialogue and a structured escalation process. By providing multiple channels for submitting complaints and ensuring detailed tracking, we aim to maintain a positive and responsive school environment.