Communication portal Terms and conditions

The school welcomes feedback and encourages open communication between parents and teachers. All concerns or complaints must be made through the Nguyen Sieu School, online communication portal. This allows the school to track feedback and ensure communication reaches the relevant personal in a timely manner

Communication procedure

Stage 1: completing the online form

All communication forms will be forwarded directly to the Principle and any other relevant members of staff. The applicant will receive immediate confirmation that their communication form has been received. If this is not the case, please first check junk mail folders, then contact the Communications Coordinator via phone or email.

Email: CommunicationsPortal@nguyensieu.edu.vn

Phone: 024 3784 4889

If the communications form requires an investigation and response, the investigator can consider whether a face to face meeting is the most appropriate way of doing this and the application will proceed to Step 2.

Stage 2: Investigation

During the investigation, the instigator will:

·     direct the request to the relevant personal and proceed to Step 3 as soon as an answer is found

·     if necessary, interview those involved in the matter

·     keep a written record of any meetings/interviews in relation to the investigation.

Stage 3: Response

At the conclusion of their investigation, the investigator will provide a formal written response within 15 school days of the date of receipt of the complaint.

If the investigator is unable to meet this deadline, they will provide the applicant with an update and revised response date.

Stage 3: Follow up

If the applicant has not received communication within the stated number of days or is are unsatisfied with the response, contact should be made via the Communications Coordinator in the school office via phone or email (please see above). The Communications Coordinator will only make a follow up to the request if the allocated the time for a written response from the investigator has been exceeded.

Exceptions

This procedure covers all communications related to any provision of community facilities or services by Nguyen Sieu School other than complaints that are dealt with under other statutory procedures, including those listed below.

Exceptions	Who to contact
·       Exclusion of children from school	Further information about raising concerns about exclusion can be found in the Nguyen Sieu School, Student Handbook.
·        Staff conduct	Complaints about staff will be dealt with under the school’s internal disciplinary procedures, if appropriate. Complainants will not be informed of any disciplinary action taken against a staff member as a result of a complaint. However, the complainant will be notified that the matter is being addressed.
·       Complaints about services provided by other providers who may use school premises or facilities	Providers should have their own complaints procedure to deal with complaints about service. Please contact them direct.

 

 

Unreasonable Complaints

Download NSS full complaints policy HERE

Where a complainant raises an issue that has already been dealt with via the School’s complaints procedure, and that procedure has been exhausted, the School will not reinvestigate the complaint except in exceptional circumstances, for example where new evidence has come to light. If a complainant persists in raising the same issue, the Principle will write to them explaining that the matter has been dealt with fully in line with the complaint's procedure, and therefore the case is now closed.

Unreasonable complaints include the following scenarios:

·       The complainant refuses to co-operate with the School’s relevant procedures.

·       The complainant changes the basis of the complaint as the complaint progresses.

·       The complainant seeks an unrealistic outcome.

·       Excessive demands are made on the time of staff and it is clearly intended to aggravate.

·       The complainant acts in a way that is abusive or offensive.