{"id":62210,"date":"2023-12-12T15:24:36","date_gmt":"2023-12-12T23:24:36","guid":{"rendered":"https:\/\/newwestschools.ca\/archive_241212\/?page_id=62210"},"modified":"2023-12-13T11:00:14","modified_gmt":"2023-12-13T19:00:14","slug":"resolving-a-complaint-or-concern","status":"publish","type":"page","link":"https:\/\/newwestschools.ca\/archive_241212\/resources\/resolving-a-complaint-or-concern\/","title":{"rendered":"Resolving a Complaint or Concern"},"content":{"rendered":"<h2>Collaborative communication<\/h2>\n<p>If you have a complaint or concern, we encourage you to <strong>resolve the issue(s) through meaningful and respectful dialog<\/strong> with the other party or parties. Collaborative communication creates healthy, positive relationships that help foster welcoming, constructive learning environments for our students, parents, and staff.<\/p>\n<p>However, if the issue is sufficiently complex and can&#8217;t be solved through normal means, New Westminster Schools has a multi-step process in place to deal with such concerns and\/or complaints.<\/p>\n<p>&nbsp;<\/p>\n\t\t\t\t\t\t\t<h3 style=\"margin-bottom:20px;display:block;width:100%;margin-top:10px\">Resolving a Complaint or Concern <\/h3>\r\n\t\t\t\t\t\t<style>\r\n\t\t\t\t<style>\r\n#wpsm_accordion_62254 .wpsm_panel-heading{\r\n\tpadding:0px !important;\r\n}\r\n#wpsm_accordion_62254 .wpsm_panel-title {\r\n\tmargin:0px !important; \r\n\ttext-transform:none !important;\r\n\tline-height: 1 !important;\r\n}\r\n#wpsm_accordion_62254 .wpsm_panel-title a{\r\n\ttext-decoration:none;\r\n\toverflow:hidden;\r\n\tdisplay:block;\r\n\tpadding:0px;\r\n\tfont-size: 18px !important;\r\n\tfont-family: Open Sans !important;\r\n\tcolor:#000000 !important;\r\n\tborder-bottom:0px !important;\r\n}\r\n\r\n#wpsm_accordion_62254 .wpsm_panel-title a:focus {\r\noutline: 0px !important;\r\n}\r\n\r\n#wpsm_accordion_62254 .wpsm_panel-title a:hover, #wpsm_accordion_62254 .wpsm_panel-title a:focus {\r\n\tcolor:#000000 !important;\r\n}\r\n#wpsm_accordion_62254 .acc-a{\r\n\tcolor: #000000 !important;\r\n\tbackground-color:#e8e8e8 !important;\r\n\tborder-color: #ddd;\r\n}\r\n#wpsm_accordion_62254 .wpsm_panel-default > .wpsm_panel-heading{\r\n\tcolor: #000000 !important;\r\n\tbackground-color: #e8e8e8 !important;\r\n\tborder-color: #e8e8e8 !important;\r\n\tborder-top-left-radius: 0px;\r\n\tborder-top-right-radius: 0px;\r\n}\r\n#wpsm_accordion_62254 .wpsm_panel-default {\r\n\t\tborder:1px solid transparent !important;\r\n\t}\r\n#wpsm_accordion_62254 {\r\n\tmargin-bottom: 20px;\r\n\toverflow: hidden;\r\n\tfloat: none;\r\n\twidth: 100%;\r\n\tdisplay: block;\r\n}\r\n#wpsm_accordion_62254 .ac_title_class{\r\n\tdisplay: block;\r\n\tpadding-top: 12px;\r\n\tpadding-bottom: 12px;\r\n\tpadding-left: 15px;\r\n\tpadding-right: 15px;\r\n}\r\n#wpsm_accordion_62254  .wpsm_panel {\r\n\toverflow:hidden;\r\n\t-webkit-box-shadow: 0 0px 0px rgba(0, 0, 0, .05);\r\n\tbox-shadow: 0 0px 0px rgba(0, 0, 0, .05);\r\n\t\tborder-radius: 4px;\r\n\t}\r\n#wpsm_accordion_62254  .wpsm_panel + .wpsm_panel {\r\n\t\tmargin-top: 5px;\r\n\t}\r\n#wpsm_accordion_62254  .wpsm_panel-body{\r\n\tbackground-color:#ffffff !important;\r\n\tcolor:#000000 !important;\r\n\tborder-top-color: #e8e8e8 !important;\r\n\tfont-size:16px !important;\r\n\tfont-family: Open Sans !important;\r\n\toverflow: hidden;\r\n\t\tborder: 2px solid #e8e8e8 !important;\r\n\t}\r\n\r\n#wpsm_accordion_62254 .ac_open_cl_icon{\r\n\tbackground-color:#e8e8e8 !important;\r\n\tcolor: #000000 !important;\r\n\tfloat:right !important;\r\n\tpadding-top: 12px !important;\r\n\tpadding-bottom: 12px !important;\r\n\tline-height: 1.0 !important;\r\n\tpadding-left: 15px !important;\r\n\tpadding-right: 15px !important;\r\n\tdisplay: inline-block !important;\r\n}\r\n\r\n\t\t\t\r\n\t\t\t<\/style>\t\r\n\t\t\t<\/style>\r\n\t\t\t<div class=\"wpsm_panel-group\" id=\"wpsm_accordion_62254\" >\r\n\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t<!-- Inner panel Start -->\r\n\t\t\t\t\t<div class=\"wpsm_panel wpsm_panel-default\">\r\n\t\t\t\t\t\t<div class=\"wpsm_panel-heading\" role=\"tab\" >\r\n\t\t\t\t\t\t  <h4 class=\"wpsm_panel-title\">\r\n\t\t\t\t\t\t\t<a  class=\"\"  data-toggle=\"collapse\" data-parent=\"#wpsm_accordion_62254 \" href=\"javascript:void(0)\" data-target=\"#ac_62254_collapse1\" onclick=\"do_resize()\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"ac_open_cl_icon fa fa-plus\"><\/span>\r\n\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t \r\n\t\t\t\t\t\t\t\t<span class=\"ac_title_class\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span style=\"margin-right:6px;\" class=\"fa fa-gavel\"><\/span>\r\n\t\t\t\t\t\t\t\t\tStep 1 - Self-Resolution\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t  <\/h4>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div id=\"ac_62254_collapse1\" class=\"wpsm_panel-collapse collapse \"  >\r\n\t\t\t\t\t\t  <div class=\"wpsm_panel-body\">\r\n\t\t\t\t\t\t\t<ul>\r\n<li>Share your concerns with the other party or parties.<\/li>\r\n<li>Clarify the issue(s) that are causing the conflict.<\/li>\r\n<li>Understand each other's point of view.<\/li>\r\n<li>Find a solution that is acceptable to both sides.<\/li>\r\n<\/ul>\r\n<p><strong>If there no resolution, proceed to Step 2.<\/strong><\/p>\t\t\t\t\t\t  <\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<!-- Inner panel End -->\r\n\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t<!-- Inner panel Start -->\r\n\t\t\t\t\t<div class=\"wpsm_panel wpsm_panel-default\">\r\n\t\t\t\t\t\t<div class=\"wpsm_panel-heading\" role=\"tab\" >\r\n\t\t\t\t\t\t  <h4 class=\"wpsm_panel-title\">\r\n\t\t\t\t\t\t\t<a  class=\"collapsed\"  data-toggle=\"collapse\" data-parent=\"#wpsm_accordion_62254 \" href=\"javascript:void(0)\" data-target=\"#ac_62254_collapse2\" onclick=\"do_resize()\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"ac_open_cl_icon fa fa-plus\"><\/span>\r\n\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t \r\n\t\t\t\t\t\t\t\t<span class=\"ac_title_class\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span style=\"margin-right:6px;\" class=\"fa fa-gavel\"><\/span>\r\n\t\t\t\t\t\t\t\t\tStep 2 - Principal Mediation\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t  <\/h4>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div id=\"ac_62254_collapse2\" class=\"wpsm_panel-collapse collapse \"  >\r\n\t\t\t\t\t\t  <div class=\"wpsm_panel-body\">\r\n\t\t\t\t\t\t\t<ul>\r\n<li>The parties involved bring the matter to a principal or supervisor for mediation.<\/li>\r\n<li>The principal or supervisor gathers facts\/information about the problem, documents the details and possible solutions, and attempt to resolve the issue.<\/li>\r\n<li>If the issue remains unresolved, the principal\/supervisor will refer the problem to the Director of Instruction and\/or Associate Superintendent.<\/li>\r\n<\/ul>\r\n<p><strong>If there no resolution, proceed to Step 3.<\/strong><\/p>\t\t\t\t\t\t  <\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<!-- Inner panel End -->\r\n\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t<!-- Inner panel Start -->\r\n\t\t\t\t\t<div class=\"wpsm_panel wpsm_panel-default\">\r\n\t\t\t\t\t\t<div class=\"wpsm_panel-heading\" role=\"tab\" >\r\n\t\t\t\t\t\t  <h4 class=\"wpsm_panel-title\">\r\n\t\t\t\t\t\t\t<a  class=\"collapsed\"  data-toggle=\"collapse\" data-parent=\"#wpsm_accordion_62254 \" href=\"javascript:void(0)\" data-target=\"#ac_62254_collapse3\" onclick=\"do_resize()\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"ac_open_cl_icon fa fa-plus\"><\/span>\r\n\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t \r\n\t\t\t\t\t\t\t\t<span class=\"ac_title_class\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span style=\"margin-right:6px;\" class=\"fa fa-gavel\"><\/span>\r\n\t\t\t\t\t\t\t\t\tStep 3 - District Mediation\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t  <\/h4>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div id=\"ac_62254_collapse3\" class=\"wpsm_panel-collapse collapse \"  >\r\n\t\t\t\t\t\t  <div class=\"wpsm_panel-body\">\r\n\t\t\t\t\t\t\t<ul>\r\n<li>The Director of Instruction and\/or Associate Superintendent receives documentation from the mediating principal\/supervisor along with resolution recommendations.<\/li>\r\n<li>The parties involved meet with the Director of Instruction\/Associate Superintendent, who attempts to resolve the issue. If the issue persists, the problem is referred to the Superintendent.<\/li>\r\n<li>The Superintendent contacts the person who filed the complaint\/concern, attempts to resolve the issue, and informs all parties of the outcome.<\/li>\r\n<\/ul>\r\n<p><strong>If there no resolution, proceed to Step 4.<\/strong><\/p>\t\t\t\t\t\t  <\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<!-- Inner panel End -->\r\n\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t<!-- Inner panel Start -->\r\n\t\t\t\t\t<div class=\"wpsm_panel wpsm_panel-default\">\r\n\t\t\t\t\t\t<div class=\"wpsm_panel-heading\" role=\"tab\" >\r\n\t\t\t\t\t\t  <h4 class=\"wpsm_panel-title\">\r\n\t\t\t\t\t\t\t<a  class=\"collapsed\"  data-toggle=\"collapse\" data-parent=\"#wpsm_accordion_62254 \" href=\"javascript:void(0)\" data-target=\"#ac_62254_collapse4\" onclick=\"do_resize()\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"ac_open_cl_icon fa fa-plus\"><\/span>\r\n\t\t\t\t\t\t\t\t\t\r\n\t\t\t\t\t\t\t\t \r\n\t\t\t\t\t\t\t\t<span class=\"ac_title_class\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span style=\"margin-right:6px;\" class=\"fa fa-gavel\"><\/span>\r\n\t\t\t\t\t\t\t\t\tStep 4 - Appeals Bylaw\t\t\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t  <\/h4>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div id=\"ac_62254_collapse4\" class=\"wpsm_panel-collapse collapse \"  >\r\n\t\t\t\t\t\t  <div class=\"wpsm_panel-body\">\r\n\t\t\t\t\t\t\t<p>If the issue continues to be unresolved, the Appeals Bylaw (<a href=\"https:\/\/newwestschools.ca\/archive_241212\/wp-content\/uploads\/2022\/09\/Policy-13-Appeals-Bylaw-211123-no-form-use-pdf-version.pdf\">Board Policy 13<\/a>) may be considered for decisions that significantly affect the education, health, or safety of a student.<\/p>\t\t\t\t\t\t  <\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<!-- Inner panel End -->\r\n\t\t\t\t\t\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\r\n<script type=\"text\/javascript\">\r\n\t\r\n\t\tfunction do_resize(){\r\n\r\n\t\t\tvar width=jQuery( '.wpsm_panel .wpsm_panel-body iframe' ).width();\r\n\t\t\tvar height=jQuery( '.wpsm_panel .wpsm_panel-body iframe' ).height();\r\n\r\n\t\t\tvar toggleSize = true;\r\n\t\t\tjQuery('iframe').animate({\r\n\t\t\t    width: toggleSize ? width : 640,\r\n\t\t\t    height: toggleSize ? height : 360\r\n\t\t\t  }, 250);\r\n\r\n\t\t\t  toggleSize = !toggleSize;\r\n\t\t}\r\n\t\t\r\n<\/script>\t\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/newwestschools.ca\/archive_241212\/wp-content\/uploads\/2023\/12\/Filing-Complaint-or-Concern-V1.2.pdf\">Download a PDF of the 4-step process for future reference.<\/a><\/p>\n<p>If you need help understanding the complaint\/concern resolution process, please contact your school&#8217;s principal or <a href=\"mailto:info@sd40.bc.ca\">email New Westminster Schools<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h2>Additional resources<\/h2>\n<ul>\n<li><a href=\"https:\/\/newwestschools.ca\/archive_241212\/wp-content\/uploads\/2017\/11\/Complaint-Process-for-a-Resolution-of-Concerns.pdf\">Learn more about Administrative Procedure (AP) 152 &#8211; Complaint Process for a Resolution of Concerns<\/a><\/li>\n<li><a href=\"https:\/\/newwestschools.ca\/archive_241212\/wp-content\/uploads\/2021\/06\/ParentGuardian-Guide-to-Inclusive-Education-June-2021rev.pdf\">Learn more about the Parent\/Guardian Guide to Inclusive Education<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Collaborative communication If you have a complaint or concern, we encourage you to resolve the issue(s) through meaningful and respectful dialog with the other party or parties. Collaborative communication creates [&hellip;]<\/p>\n","protected":false},"author":1009,"featured_media":0,"parent":21085,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-62210","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/pages\/62210","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/users\/1009"}],"replies":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/comments?post=62210"}],"version-history":[{"count":14,"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/pages\/62210\/revisions"}],"predecessor-version":[{"id":62373,"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/pages\/62210\/revisions\/62373"}],"up":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/pages\/21085"}],"wp:attachment":[{"href":"https:\/\/newwestschools.ca\/archive_241212\/wp-json\/wp\/v2\/media?parent=62210"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}