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Complaint Resolution Process

Board members often receive complaints from staff, parents, and/or community members. It is important to

have a structure in place to formally respond to these complaints.  The steps outlined in this Complaints

Resolution Process diagram will help the board deal with dissatisfied individuals.

First and foremost, the board should adopt and utilize a complaints policy and administrative procedures. 

This clarifies the “Chain of Command” through which complaints are received and responded to. Generally,

the complaint is directed first to the teacher for recourse.  If not satisfied, the next level would be the principal. 

The third step is the superintendent.  The Board is the final level of complaint appeal.

Individuals often erroneously believe they should register their complaint directly with the board.  It is the board

member’s responsibility to help the complainant use the above system.  Board members should not intervene

at the first levels of recourse.  However, it is appropriate to reconnect with the complainant to monitor how the

process is going.