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Complaints procedures for school governing bodies in Wales

Welsh Assembly Government (Wales)
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Complaints procedures for school governing bodies in Wales Guidance Welsh Government circular no: 011/2012 Date of issue: October 2012 Audience Governing bodies and headteachers of all maintained schools in Wales, local authorities, diocesan authorities, Governors Wales and the Children’s Commissioner for Wales. Overview This guidance has been compiled using the combined experience of the Welsh Government, local authorities, Governors Wales and the Children’s Commissioner for Wales with regard to how governing bodies handle complaints. It has also received valuable input from the Public Services Ombudsman for Wales (PSOW). It provides guidance for school governing bodies about establishing and publicising a procedure for dealing with complaints about the school, or about any facilities or services the governing body provides for the benefit of pupils, their families, or people who live or work in the school locality. Complaints may come from parents/carers, pupils, members of staff, members of the local community, governors, or any other person with an interest in the school. This guidance does not apply to complaints for which other statutory procedures exist outside of sections 27 and 29 of the Education Act 2002. This guidance document includes a model procedure for handling complaints. Although this guidance does not compel a governing body to adopt the model procedure, governing bodies are advised to do so. This guidance document also includes model leaflets that schools can use to make pupils aware of how to voice concerns. Action Governing bodies are required by law to establish a complaints required procedure. It is recommended that governing bodies review their complaints procedures in the light of this new guidance, which replaces previous guidance. Governing bodies may put in place a complaints procedure of their choice but it is recommended that they adopt the model complaint procedure in Annex 1. Complaints procedures for

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