Recorded Webinar: He Said, She Said: Strategies for Effective Complaint Handling in Schools

There are many reasons why a school should be interested in managing complaints in the best possible way, ranging from legal obligation to protection of reputation. Unfortunately, in many cases the policies and processes designed to assist in complaint handling are either insufficient or not followed. This session will provide advice on a best practice complaint management framework for your school, and practical tips for keeping the process focussed and relevant, including:

• Defining complaint handling objectives:
  • Compliance
  • Relationship management
  • Risk management
  • Responsiveness
  • Resolution
• Essential components of a complaints handling framework
• Developing a process and following it
• Resource allocation: the cost-benefit analysis
• Staff training as a critical component of complaint handling
• The role of procedural fairness and navigating the complaint investigation process
• Policy guides and resources, benchmarks for good practice