GIPSB

Parent and student complaints 

procedure

中黄外国语小学

家长和学生投诉章程

2021年11月 （ 修订）

November 2021  （Revised）

Introduction

GIPSB is a collaborative learning community.  We work together with students, teachers, parents and guardians to foster an environment that promotes students’ safety and wellbeing, allowing them to thrive and learn.  As a school, we have a very active PTA who consult and work with the school on all aspects of our learning environment.

简介

中黄外国语学校是一个协作学习，共同进步的社区。 我们与学生、教师、家长和监护人合作，营造一个安全和温馨的环境，让他们茁壮成长和学习。 作为一所国际化学校，我们有一个非常活跃的家委会，他们就我们学习环境的各个方面与学校进行协商和合作。

Objectives:

·        To promote a positive and harmonious school environment

·        To ensure students feel safe at school and can learn effectively

·        To resolve complaints fairly and promptly and in accordance with national legislation

目标：

• 促进积极和谐的学校环境

• 确保学生在学校感到安全并能有效学习

• 根据地方、学校相关政策、迅速地解决投诉

Scope

The parent and student complaints procedure covers all matters related to actions of staff at the school, the school environment and the wellbeing of the students.  Complaints will be heard and acted on from students, parents and caregivers of the student in question.

范围

家长和学生投诉程序涵盖与学校教职员工的行为、学校环境和学生福祉相关的所有事项。 将听取学生、家长和相关学生的看护人的投诉并采取行动。

Guiding principles:

·        All complaints will be dealt with fairly and with courtesy

·        Complaints will be responded to in a timely manner and will be resolved by keeping all parties informed of progress and decisions justified in full

·        Complaints will be kept confidential and only shared with parties relevant to the issue at hand

·        Anonymous complaints cannot be followed up

·        Employees of the school will be informed of any complaints made against them as soon as possible

·        Parties dealing with complaints will seek to find the best resolution possible for all parties concerned

·        Once a complaint is resolved, reasons for the decision will be provided in full

指导原则：

• 所有投诉都将得到公平和礼貌的处理

• 投诉将得到及时回应，并将通过让所有各方了解进度和合理的决定来解决

• 投诉将保密，仅与问题相关的各方共享

• 无法跟进匿名投诉

• 学校员工将尽快收到针对他们的任何投诉

• 处理投诉的各方将寻求为所有相关方找到可能的最佳解决方案

• 一旦投诉得到解决，将完整提供决策依据

Categories of complaints:

1.Complaints against particular members of staff

2.Complaints about the running of the school or general school issues

投诉类别：

1. 针对特定员工的投诉

2. 投诉学校办学或一般学校问题

Procedure for category 1 complaints

第 1 类投诉的程序

Step 1:

Where possible, the complainant should try to resolve the issue directly with the teacher concerned, if the complaint is not too serious in nature i.e., the student’s wellbeing or safety is not at risk.  In most cases, this will be dealt with by the student’s homeroom teacher.  On receiving a complaint, the teacher concerned must respond in writing within two working days.

第1步：

如果投诉的性质不太严重，即学生的健康或安全没有受到威胁，投诉人应尝试直接与相关教师解决问题。 在大多数情况下，这将由学生的班主任老师处理。 收到投诉后，有关教师必须在两个工作日内作出书面答复。

Step 2:

If the complaint cannot be resolved via written communication, the homeroom teacher must hold a face-to-face meeting with the complainant.  If the complainee is not the homeroom teacher, the homeroom teacher must also be present at this meeting.  At this stage, the parents’ service center will be updated and kept informed of progress.

第2步：

如果投诉无法通过书面沟通解决，班主任必须与投诉人进行面对面会谈。 如果被投诉人不是班主任，班主任也必须出席这次会议。 在此阶段，家长服务中心将进行更新并随时了解进展情况。

Step 3: 

If the complainant is dissatisfied with the outcome of the complaint resolution, they may appeal to the parents’ service center.  If the complaint is serious as described above, this may happen as a first step.  The parents’ service center will then be responsible for dealing with the appeal within five working days and involve the principal in the process if necessary.  This will constitute the final stage of the appeal process, with the final decision for the resolution of the complaint communicated clearly and the reasons for the decision justified.

第 3 步：

投诉人如对投诉处理结果不满意，可向家长服务中心申诉。 如果投诉如上所述很严重，这可能是第一步。 家长服务中心将负责在五个工作日内处理申诉，并在必要时让校长参与处理。 这将构成上诉程序的最后阶段，明确传达解决投诉的最终决定，并说明做出决定的理由。

Procedure for category 2 complaints

第 2 类投诉的程序

For matters relating to the whole school environment and general feedback, the school has an active PTA who are highly involved with the general running of the school.  The PTA meet monthly to discuss matters relating to the running of the school.  Each class group has a PTA rep who parents can make suggestions to.  Additionally, students have a class meeting on Friday afternoons where students can speak with their homeroom teachers about any issues they may be having or suggestions they may have. 

对于涉及整个学校环境和一般反馈的问题，学校有一个活跃的家委会，他们高度参与了学校的总体运行。家委会 每月举行一次会议，讨论与学校运营相关的事宜。 每个班级都有一名 家委会代表，家长可以向其提出建议。 此外，学生们在周五下午有一个班级会议，学生可以在那里与班主任讨论他们可能遇到的任何问题或他们可能提出的建议。

If the PTA representative for the class receives a suggestion or complaint, he/she will feedback to the relevant department of the PTA.  These include:

·        Teaching and learning department

·        Dormitory department

·        School bus department

·        Canteen department

·        School events department

·        Home-school communication department

如果班级家委代表收到建议或投诉，他/她将反馈给家教相关部门。 这些部门包括：

• 学习部

• 生活部

• 校车部

• 伙食部

• 选出部

• 家校沟通部

The PTA has wide scope in assisting with student and parent/guardian complaints, including observing lessons and attending school admin meetings to raise issues.  The school highly values the PTA as contributing to the development of our school community and acting as a bridge of communication between parents/guardians and the school.

家委会在协助学生和家长/监护人的投诉方面具有广泛的范围，包括观察课程和参加学校管理会议以提出问题。 学校高度重视家委会，因为它为我们学校社区的发展做出了贡献，并充当了家长/监护人与学校之间沟通的桥梁。

Other channels

The school sends out a monthly satisfaction survey where parents and guardians can express any complaints they may have.  Every complaint made via this channel is reviewed by senior leadership and responded to promptly.  Depending on the nature of the complaint, it may be referred to the student’s homeroom teacher who will then contact the complainant to discuss the issue, or if the complaint is more serious it will be dealt with by senior leadership directly.

其他渠道

学校每月发送一次满意度调查，家长和监护人可以在其中表达他们可能有的任何投诉。 通过该渠道提出的每项投诉均由行政领导审查并迅速作出回应。 根据投诉的性质，可能会转介给学生的班主任老师，然后班主任会联系投诉人讨论问题，或者如果投诉更严重，则由上级领导直接处理。

Contact details

Contact details for your homeroom teacher and PTA class rep can be found on the regular home-school communications.

联系方式

您的班主任和家委会班级代表的联系方式可以在常规的家校通讯中找到。

Parent service center contact details:

Name:  Lin ShiHong

Phone number: 020-37248717

Email address: linshihong@czwie.com

家长服务中心联系方式：

姓名：凌时红

电话号码：020-37248717

电子邮件地址：linshihong@czwie.com