1 of 9

Complaints & Grievances

HEADING

SUBHEADING

HEADING

2 of 9

Welcome

As a volunteer you play a significant role in the work of our schools and form part of the Catholic School community. You have an important role in shaping a safe and caring learning environment.

This module will introduce you to complaints and grievance processes available to you as a volunteer in the Diocese of Townsville.

The module will take about 10 minutes to complete.

��

Jacqui Francis

Executive Director

Townsville Catholic Education

PAGE HEADING

3 of 9

We encourage you to talk to your principal or nominated supervisor about day-to-day requirements and procedures.

If issues arise, they should be dealt with as soon as possible, at the source, with the appropriate person.

If this does not resolve the matter, then matters can be escalated using the complaints and grievances process.

Got an issue?

PAGE HEADING

4 of 9

If you have a complaint, criticism, concern it is expected that the following the steps in the complaints process.

Should you have a concern or complaint about the Principal, the complaint can be made to TCEO.

Complaint Process

PAGE HEADING

5 of 9

Please note, when following the complaint process:

To achieve an effective resolution for all parties, when making a complaint, volunteers should ensure they:

Provide complete and factual information in a timely manner, preferably in writing
Deliver a complaint in a calm and reasoned manner
Avoid making frivolous or vexatious complaints
Avoid using deliberately false, incomplete or misleading information
Include full contact details of the complainant.

Grievance Management

PAGE HEADING

6 of 9

Your grievance will be discussed with you following the principles of grievance management:

confidentiality;
procedural fairness;
freedom from unfair repercussions or victimisation;
honesty; and
seeking resolution in a timely way.

Grievance Management

PAGE HEADING

7 of 9

It is important to note that criticism regarding a staff member will only be heard if it is related to their professional conduct.
Discussing an issue with other volunteers or staff not directly involved in the issue will not resolve the issue effectively.
Remember, if we do not know about a problem we will not be able to assist you to resolve it.
If your complaint relates to sexual abuse by a staff member towards a child (historical or current matter) you should report your concerns to the Queensland Police in the first instance, also reporting the concerns to the school Principal. If the concerns relate to the behaviour or conduct of the school Principal, contact Student Protection at TCEO to report your concerns.

Grievance Management

PAGE HEADING

8 of 9

If you have exhausted all previous steps in the complaints process and remain dissatisfied, you may escalate your complaint to Townsville Catholic Education Office:

enquiries@tsv.catholic.edu.au

Catholic Education Office

PAGE HEADING

9 of 9

You have completed the Grievances & Complaints online learning module.

Congratulations!

PAGE HEADING