Revised Parental

Complaints Procedure
Note:
• A copy of this procedure will be available for parents/legal guardians on the school website and/or on request from the school.
This procedure comes into effect on the 1st of January 2024.
• Under the Education Act 1998, legally, all schools are managed by the school’s Board of Management, on behalf of the school patron.

Purpose/Objective
The parental complaints procedure was revised and agreed by the Irish National Teachers’ Organisation and the
management bodies of primary schools, the Catholic Primary Schools Management Association, the Church of
Ireland, An Foras Pátrúnachta, the Muslim Primary Education Board, Educate Together and the National Association
of Boards of Management in Special Education in 2023. It is designed to provide an open and clearly defined
process to facilitate parents/legal guardians in raising concerns about their own child/children in an agreed, fair and
transparent manner.

It is recognised that parents/legal guardians are the primary educators in a child’s life and as such from time-to-
time concerns may arise which they may need to engage with the school. It is expected that engagement will be
timely, courteous and resolution focused to ensure that the important relationship between the parent and school
can be preserved and respected. It is expected that all parties concerned will engage proactively.

Procedural Points
The procedure is a staged procedure where every effort is made to resolve matters at the earliest possible
stage. In most cases, concerns will be dealt with either informally or formally at the earlier stages of the
procedure. Where it has not been possible to agree a resolution at the earlier stages, the procedure does
allow for the escalation of the matter to the Board of Management. This procedure sets out, in four stages, the
process to be followed in progressing a complaint and the specific timescale to be followed. It is expected the
parties will follow each stage in sequence.
• Where the term written correspondence is used, this this could be deemed prejudicial and as acting outside
refers specifically to a letter or email correspondence the scope of this agreement.
from a parent/legal guardian(s).
• Days in this procedure refer specifically to school
• Only complaints about a teacher which are written days. A school day is a day on which the school is in
and signed by a parent/legal guardian, and which operation. Holiday periods, school closures and leaves
relate to their own child, will be investigated. of absences are not counted as school days for the
purpose of this procedure.
• Where a complaint raised by a parent/legal guardian
is deemed by the employer/board of management to • Group/collective complaints are not provided for and
relate to the following, this procedure will not apply; each parent/legal guardian raising a concern will be
dealt with separately through this process.
• matters of professional competence and which are
to be referred to the Department of Education; • The procedure is a domestic forum and accordingly,
neither management nor the INTO intends that there
• frivolous or vexatious complaints and complaints
would be legal representation at any stage.
which do not impinge on the work of a teacher in a
school; or • Issues should be raised in a timely manner. It is in the
best interests of the child that issues are raised to
• complaints in which either party has recourse to
achieve early resolution at the earliest possible stage
law or to another existing procedure.
with the teacher, ideally while the pupil is in that
• In all circumstances, any form of written teacher’s class.
correspondence for the attention of the Board of
Management must be supplied to the Chairperson of
the board of management only. Any deviation from

Revised Parental Complaints Procedure | 1

1.1 Parent/guardian 2.1 Written complaint 3.1 Chairperson makes a 3.3 Proceed to a hearing 4.1 Written decision
meets teacher sent to Chairperson formal report to the Board Where the Board decides from Chairperson
A parent/legal guardian who If the complaint has not been If the complaint remains unresolved to proceed to a hearing, it The Board will consider the
wishes to make a complaint in resolved at stage 1, the parent/ following stage 2 and the parent/ should proceed as follows: complaint and the response
respect of their own child, should, legal guardian who wishes legal guardian wishes to pursue provided and will adjudicate on
a) the teacher should be informed
seek an appointment with the to pursue the matter further the matter, they should inform the matter. The Chairperson
that the complaint is proceeding
teacher concerned with a view to should submit the complaint the Chairperson in writing should convey the decision
to a full hearing and the
resolving the complaint. Further in writing to the Chairperson of this fact. The Chairperson of the Board in writing to the
Chairperson must ensure the
meetings with the teacher can of the Board of Management. should make a formal report teacher and the parent/legal
teacher has been supplied with
be convened as appropriate. This commences stage 2. to the Board of Management guardian(s) within five days of
all documents which are being
within 10 days of receipt of this the meeting held at stage 3.3.
considered by the Board.
written statement. At this meeting,
1.2 Parent/guardian 2.2 Chairperson provides a the Board can decide to proceed b) the Board should arrange a
meets Principal1 copy to the teacher to either stage 3.2 or 3.3. meeting with the parent/legal 4.2 Complaint concluded
Where the parent/legal guardian The Chairperson should provide a guardian if it considers such The decision of the
is unable to resolve the complaint copy of the written complaint to the to be required. The parent/ Board shall be final.
with the teacher, they should seek an teacher against whom the complaint 3.2 Complaint concluded legal guardian is entitled to be
appointment with the Principal with has been made, without delay. Where the Board considers the accompanied and assisted by
a view to resolving the complaint. complaint, the process may a friend at any such meeting.
Further meetings can be convened be concluded at this stage, if c) the teacher should be afforded
by the Principal as appropriate. 2.3 Chairperson the board considers that: an opportunity to make a
convenes meeting(s) presentation of their case to the
The Chairperson should seek to a) The complaint is Board. The teacher is entitled to
1.3 Parent/guardian resolve the complaint between be represented by a friend or a
frivolous/vexatious;
meets Chairperson the teacher and the parent/ union representative, who may
Where the complaint remains legal guardian within 10 school b) The complaint has already been be accompanied for the purpose
unresolved, the parent/legal guardian days of the commencement of investigated by the board; of assistance and note taking.
should seek an appointment with stage 2.1. This may require one c) The complaint is more d) the teacher should be
the Chairperson of the Board of or more meetings to be convened appropriately dealt with through requested to supply a written
Management with a view to resolving by the Chairperson with the teacher/ a more relevant DE circular, statement to the board as
the complaint. Further meetings can parent/legal guardian and other or; the employer in response to
be convened by the Chairperson school personnel as deemed
d) where recourse to law the complaint. This written
as appropriate. appropriate by the Chairperson.
has been initiated. statement will be confidential
to the employer and will not be
Complaint resolved Complaint resolved Where the Board determines the shared with any third party.
The complaint may be The complaint may be complaint is concluded at this e) the meeting of the Board of
resolved during this stage. resolved at this stage. stage, the parent/legal guardian Management referred to in 3(b),
should be so informed within (c) and (d) will take place within
five days of the Board meeting. 10 days of the meeting referred
to in 3.1. in so far as possible.

Where a complaint is received about a principal the above process commences at Stage 1.2.
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