Coronavirus: 'Delay complaints handling', schools told

Put complaints procedures on hold, but 'still engage with parents and pupils' where possible, DfE says
9th April 2020, 12:23pm

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Coronavirus: 'Delay complaints handling', schools told

https://www.tes.com/magazine/archive/coronavirus-delay-complaints-handling-schools-told
Complaints

Schools should stop processing all new and existing complaints while closures are enforced, the government has said.

The Department for Education (DfE) "does not expect" schools to handle complaints during the shutdown, but they should "still engage with parents and pupils" where possible, according to official guidance updated today.

Complaints procedures can be resumed when it is safe for schools to reopen, the DfE says.


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It adds that, if staff are told a child is at risk, they should contact their local council or call the police on 101.

The guidance states: "DfE does not expect schools to handle new or existing complaints while they are closed.

"Schools should, however, still engage with parents and pupils where they can.

"Complaints can be considered once the government confirms schools can safely reopen.

"Contact your local council or call the police on 101 if you're told a child is at risk.

"Schools and complainants can contact DfE for more information about school complaints."

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