{"id":49,"date":"2024-10-18T21:40:11","date_gmt":"2024-10-19T01:40:11","guid":{"rendered":"https:\/\/newwestschools.ca\/multisite-dev2024\/basic-school\/?page_id=49"},"modified":"2025-06-30T20:07:13","modified_gmt":"2025-07-01T00:07:13","slug":"resolving-a-complaint-or-concern","status":"publish","type":"page","link":"https:\/\/newwestschools.ca\/qee\/contact-us\/resolving-a-complaint-or-concern\/","title":{"rendered":"Resolving a Complaint or Concern"},"content":{"rendered":"\n<p>If you have a complaint or concern, we encourage you to&nbsp;<strong>resolve the issue(s) through meaningful and respectful dialog<\/strong>&nbsp;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\n\n\n<p>However, if the issue is sufficiently complex and can\u2019t 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\n\n<div class=\"wp-block-ub-content-toggle wp-block-ub-content-toggle-block\" id=\"ub-content-toggle-block-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" data-mobilecollapse=\"false\" data-desktopcollapse=\"true\" data-preventcollapse=\"false\" data-showonlyone=\"false\">\n<div class=\"wp-block-ub-content-toggle-accordion\" style=\"border-color: #f1f1f1; \" id=\"ub-content-toggle-panel-block-ea3e9f91-a0e7-440f-80e0-f1d4e77880af\">\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-title-wrap\" style=\"background-color: #f1f1f1;\" aria-controls=\"ub-content-toggle-panel-0-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" tabindex=\"0\">\n\t\t\t<p class=\"wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" style=\"color: #000000; \">1. Self-resolution<\/p>\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-toggle-wrap right\" style=\"color: #000000;\"><span class=\"wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down\"><\/span><\/div>\n\t\t<\/div>\n\t\t\t<div role=\"region\" aria-expanded=\"false\" class=\"wp-block-ub-content-toggle-accordion-content-wrap ub-hide\" id=\"ub-content-toggle-panel-0-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\">\n\n<ul class=\"wp-block-list\">\n<li>Share your concerns with the other party or parties.<\/li>\n\n\n\n<li>Clarify the issue(s) that are causing the conflict.<\/li>\n\n\n\n<li>Understand each other&#8217;s point of view.<\/li>\n\n\n\n<li>Find a solution that is acceptable to both sides.<\/li>\n<\/ul>\n\n\n\n<p><strong>If there is no resolution, proceed to Step 2.<\/strong><\/p>\n\n<\/div>\n\t\t<\/div>\n\n<div class=\"wp-block-ub-content-toggle-accordion\" style=\"border-color: #f1f1f1; \" id=\"ub-content-toggle-panel-block-ea3e9f91-a0e7-440f-80e0-f1d4e77880af\">\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-title-wrap\" style=\"background-color: #f1f1f1;\" aria-controls=\"ub-content-toggle-panel-1-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" tabindex=\"0\">\n\t\t\t<p class=\"wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" style=\"color: #000000; \">2. Principal mediation<\/p>\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-toggle-wrap right\" style=\"color: #000000;\"><span class=\"wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down\"><\/span><\/div>\n\t\t<\/div>\n\t\t\t<div role=\"region\" aria-expanded=\"false\" class=\"wp-block-ub-content-toggle-accordion-content-wrap ub-hide\" id=\"ub-content-toggle-panel-1-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\">\n\n<ul class=\"wp-block-list\">\n<li>The parties involved bring the matter to a principal or supervisor for mediation.<\/li>\n\n\n\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>\n\n\n\n<li>If the issue remains unresolved, the principal\/supervisor will refer the problem to the Director of Instruction and\/or Associate Superintendent.<\/li>\n<\/ul>\n\n\n\n<p><strong>If there is no resolution, proceed to Step 3.<\/strong><\/p>\n\n<\/div>\n\t\t<\/div>\n\n<div class=\"wp-block-ub-content-toggle-accordion\" style=\"border-color: #f1f1f1; \" id=\"ub-content-toggle-panel-block-ea3e9f91-a0e7-440f-80e0-f1d4e77880af\">\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-title-wrap\" style=\"background-color: #f1f1f1;\" aria-controls=\"ub-content-toggle-panel-2-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" tabindex=\"0\">\n\t\t\t<p class=\"wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" style=\"color: #000000; \">3. District mediation<\/p>\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-toggle-wrap right\" style=\"color: #000000;\"><span class=\"wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down\"><\/span><\/div>\n\t\t<\/div>\n\t\t\t<div role=\"region\" aria-expanded=\"false\" class=\"wp-block-ub-content-toggle-accordion-content-wrap ub-hide\" id=\"ub-content-toggle-panel-2-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\">\n\n<ul class=\"wp-block-list\">\n<li>The Director of Instruction and\/or Associate Superintendent receives documentation from the mediating principal\/supervisor along with resolution recommendations.<\/li>\n\n\n\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>\n\n\n\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>\n<\/ul>\n\n\n\n<p><strong>If there is no resolution, proceed to Step 4.<\/strong><\/p>\n\n<\/div>\n\t\t<\/div>\n\n<div class=\"wp-block-ub-content-toggle-accordion\" style=\"border-color: #f1f1f1; \" id=\"ub-content-toggle-panel-block-ea3e9f91-a0e7-440f-80e0-f1d4e77880af\">\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-title-wrap\" style=\"background-color: #f1f1f1;\" aria-controls=\"ub-content-toggle-panel-3-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" tabindex=\"0\">\n\t\t\t<p class=\"wp-block-ub-content-toggle-accordion-title ub-content-toggle-title-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\" style=\"color: #000000; \">4. Appeals bylaw<\/p>\n\t\t\t<div class=\"wp-block-ub-content-toggle-accordion-toggle-wrap right\" style=\"color: #000000;\"><span class=\"wp-block-ub-content-toggle-accordion-state-indicator wp-block-ub-chevron-down\"><\/span><\/div>\n\t\t<\/div>\n\t\t\t<div role=\"region\" aria-expanded=\"false\" class=\"wp-block-ub-content-toggle-accordion-content-wrap ub-hide\" id=\"ub-content-toggle-panel-3-c811f4c8-aa4c-4b4e-9213-c53f9d0a69fd\">\n\n<p>If the issue continues to be unresolved, the <a href=\"https:\/\/newwestschools.ca\/wp-content\/uploads\/2024\/11\/Policy-13-Appeals-Bylaw-Website-211123.pdf\" data-type=\"link\" data-id=\"https:\/\/newwestschools.ca\/wp-content\/uploads\/2024\/11\/Policy-13-Appeals-Bylaw-Website-211123.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Appeals Bylaw (Board Policy 13)<\/a> may be considered for decisions that significantly affect the education, health, or safety of a student.<\/p>\n\n<\/div>\n\t\t<\/div>\n<\/div>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you have a complaint or concern, we encourage you to&nbsp;resolve the issue(s) through meaningful and respectful dialog&nbsp;with the other party or parties. Collaborative communication creates healthy, positive relationships that [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":43,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"footnotes":""},"class_list":["post-49","page","type-page","status-publish","hentry"],"featured_image_src":null,"_links":{"self":[{"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/pages\/49","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/comments?post=49"}],"version-history":[{"count":3,"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/pages\/49\/revisions"}],"predecessor-version":[{"id":248,"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/pages\/49\/revisions\/248"}],"up":[{"embeddable":true,"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/pages\/43"}],"wp:attachment":[{"href":"https:\/\/newwestschools.ca\/qee\/wp-json\/wp\/v2\/media?parent=49"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}