In January 2016 the Department for Education issued non-statutory guidance, “Best Practice Advice for School Complaints Procedures 2016” (for maintained schools, maintained nursery schools and local authorities). The advice is designed to help governing bodies understand their obligations and duties in relation to Section 29 of the Education Act 2002. As a result of this guidance, KCC has revised its model procedure for handling school complaints in order to aid governing bodies in revising their school’s complaints policy and procedure.
In addition to the revised Model Procedure School Complaints Procedure, KCC has produced guidance for schools, nurseries and settings to help them when dealing with complaints or issues raised on social networking sites . An alternative PDF version can be found here.
This guidance has been written to enable education setting leaders to respond to an often difficult and complex issue with a clear understanding of potential implications, supported by realistic expectations of outcomes and to develop a consistent and appropriate response to try to ensure that positive relationships with parents and carers are maintained.
Further information about complaints for KCC education settings can be found on Kelsi.
Kent education settings leadership staff may wish to contact the following places for advice regarding specific concerns relating to complaints or issues on social media sites:
- The Education Safeguarding Adviser (Online Protection), KCC
- Their Area Education Officer, KCC
- The KCC Local Authority Designated Officer (LADO) if an allegation has been made against a member of staff
- The Professional Online Safety Helpline – excellent support for education setting and professionals throughout the UK
- Local police, if a criminal offence has been committed
- Their Union (Many unions, including NAHT have advice regarding these issues)
- Schools Personnel Service
- Legal services