Page 52 - DAIS Digital School Diary-2023 - 2024

For parents of adolescent students, there are added responsibilities of
understanding physical, behavioural and psychological changes that accompany
this stage of growth, and of taking time and effort to guide the child through
uncertainties and complexities.

The school looks forward to working with parents in this partnership and in
realising our common aim of providing a holistic education to your child.

e) Parents and Students Complaint Procedure:

We provide opportunities for students and parents to express their concerns
and are always accessible to them. A culture of open communication and
discussion-based approach to resolve matters has been established. In general,
it is best for learning relationships if the concern/issue can be resolved
amicably through discussions between the student/parents and/with the
appropriate member of staff. However, if these fail then a formal procedure will be
enacted.

1. Formal Complaint: If an informal discussion does not result in a satisfactory
resolution, the student/parent may file a formal complaint. The complaint
should include a clear description of the issue, the individuals involved, and
any supporting evidence or documentation in writing and submitted to the
Programme Coordinator/ Respective Section Head/ Deputy Head

2. Review by Administration: Upon receiving the recommended actions, the
Section Head will review the matter which may involve gathering additional
information, interviewing witnesses, and consulting with relevant parties.
Then they will decide based on the information gathered and take
appropriate action.

3. Resolution: Following the investigation, the school will work with the
involved parties to find a resolution to the complaint. The resolution will be
fair, reasonable, and in accordance with the school's policies and procedures.

4. Appeal Process: If the student/parent is dissatisfied with the decision made by
the Section Head, they may appeal to the school's Dean/CEO. The appeal
must be made in writing and submitted within five school days of receiving
the decision. The Dean/CEO will review the complaint, the investigation, and
the decision, and will make a final decision. The decision of the Dean/CEO is
final. The outcome of the appeal will be communicated by the Dean/CEO to
all parties within 14 days.
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