Complaints Policy

1. Introduction

This procedure is for use by parents and guardians of current pupils at The International School of Jakarta (hereafter "the School") where they have a complaint or concern about their child's treatment, or about the School's actions or inactions, that does not fall under separate statutory procedures (e.g., admissions appeals, exclusions). The policy aims to ensure complaints are handled fairly, consistently, and in a timely way.

This complaints procedure meets the statutory requirements of the Education (Independent School Standards) (England) Regulations by being:

• in writing;
• available on request to parents;
• setting clear time scales;
• providing for informal resolution, formal written complaint, and a panel hearing;
• allowing complainants to attend and be accompanied at a panel hearing;
• ensuring independent representation on the complaints panel; and
• maintaining confidential written records.

This policy should be read alongside other relevant statutory guidance (including Best Practice Advice for School Complaints Procedures).

2. Definitions

Complaint: A formal expression of dissatisfaction, either oral or written, with the actions, policies, procedures, or lack of action by the School. Complaints may include concerns about fairness, safety, quality of education, or treatment of pupils.

Concern: An expression of dissatisfaction that is expected to be resolved without formal escalation.

Working Day: Monday to Friday during term time. Written responses will normally fall within working days; where timescales cannot be met, revised deadlines will be set.

3. Who Can Complain

Any person, including members of the public, may raise a complaint about any provision of services or facilities provided by the School. The School will treat complaints respectfully whether or not the complainant's child currently attends the School.

4. Records

The School will keep written records of all complaints, including:

• date issue raised;
• name of complainant;
• name of pupil (where applicable);
• brief description of issue;
• investigation actions;
• outcome and resolution;
• whether the complaint proceeded to panel;
• and actions taken by the School (whether or not the complaint was upheld).

All records will be retained confidentially, and shared only where necessary to investigate or as required by inspections or legal obligations.

5. Stage 1 — Informal Resolution

Complaints should normally be raised informally with an appropriate staff member (e.g., Form Tutor) as soon as possible and within three months of the issue arising.

The School will acknowledge the concern, attempt prompt resolution, and keep the complainant informed of progress and expected timelines.

Where possible, informal concerns should be resolved within five working days.

If the matter cannot be resolved informally, or if the complainant remains dissatisfied after the informal resolution, the complainant should proceed to Stage 2: Formal Complaint.

6. Stage 2 — Formal Written Complaint

A formal complaint should be made in writing to the Academic Director within ten working days of the completion of Stage 1.

If the complaint concerns the Academic Director or their decisions, the complaint should be addressed to the Chair of the Board, c/o the Head of Finance.

On receipt, the Academic Director (or Chair of the Board where appropriate) will acknowledge the complaint in writing within three working days.

The Academic Director will investigate or delegate the investigation, and keep a written record of meetings, interviews, and findings.

A written response with conclusions, rationale, and any proposed resolution will be provided normally within ten working days unless exceptional circumstances require an extension — in which case the complainant will be informed with revised timescales.

If the complainant remains dissatisfied after this response, they may request escalation to a Review Panel Hearing (Stage 3).

7. Stage 3 — Review Panel Hearing

A request for a panel review must be made in writing to the Academic Director within five working days of receipt of the Stage 2 outcome.

The request must state the grounds for review, desired outcomes, and include relevant documents.

A Review Panel will be convened, normally within 15 working days of the request. It will comprise:

• At least two Board members;
• One independent panel member not involved in the management or running of the School.

The Panel will consider all documentation and representations, and may make findings and recommendations. The Panel has no power to impose sanctions or financial awards, but may recommend appropriate actions.

The Panel may hear the complainant and appropriate School representatives, and minutes will be kept.

The Panel's decision and reasons will be communicated in writing to all parties within five working days of the hearing's conclusion.

The Panel's decision is final and concludes the School's complaints procedure.

8. General Principles

Complaints will be handled impartially and sensitively, without prejudice to pupils or families.

Complainants may be accompanied by a friend or adviser (not necessarily legally qualified) at formal meetings.

Anonymous complaints will be considered at the School's discretion.

The School may manage serial or unreasonable complaints proportionately, in line with best practice guidance.

Records of complaints must be retained as per statutory requirements and GDPR obligations.

9. Complaints Concerning EYFS Provision

Written complaints about the School's Early Years Foundation Stage provision must be investigated and the outcome notified within 28 days, in accordance with EYFS statutory requirements. Complainants dissatisfied with the outcome may contact the relevant inspectorate.

10. External Contacts

Parents and complainants who believe statutory procedures have not been followed, or who still have unresolved concerns after this process, may seek independent advice from the relevant government or inspection body as applicable.