Grievance Resolution Policy


At St Catherine's we are committed to caring for each person in our school. We acknowledge that grievances may arise within the school community. In our community, the just resolution of grievances founded on mutual respect and open communication.


Parents / ​​​caregivers are concerned about the wellbeing, safety and education of their children at St Catherine's. As co-educators of the children and members of the St Catherine’s school community, parents have a right to be involved in their child’s learning, to be informed about their progress and to voice their concerns when issues arise.


In resolving ​​grievances:

  •  the best interest of the child is the primary focus of any discussion or outcome;
  • the child's class teacher should be consulted in the first instance. However, significant or unlawful matters are to be referred directly to the School Leadership Team;
  • communication between parties will be respectful and aimed at achieving meaningful resolution;
  • the rights, responsibilities and expectations articulated in the St Catherine's School Behaviour Support Plan apply;
  • the outcomes are mutually agreed and there is a willingness to restore productive partnerships;
  • confidentiality must always be respected by all parties;
  • at no time is it acceptable for a parent/caregiver to address another child directly about their concerns;
  • it is recommended that parents/caregivers refrain from approaching other parents/caregivers.


A flowchart outlining the process for the resolution of grievances and complaints raised is below:
Flowchart of Complaints Resolution Process

  • The initial point of contact for most issues or concerns will be by discussion with the classroom teacher arranged at a mutually suitable time
  • When a matter is raised with the teacher, the teacher needs to address the matter within a reasonable time.  The teacher is to ensure that the parent/caregiver is advised of action taken and any outcome
  • If the parent/caregiver is dissatisfied with the response or actions by the teacher or does not believe that a satisfactory outcome has been achieved, the parent is encouraged to complete a Complaint Form and lodge it in person the School Office or by email to The Complaint Form is also available on the Parent Portal under Forms and Documents/Policies.
  • The School Leadership Team Member will respond to assist the parties to achieve resolution of the concerns
  • If the parent/caregiver is dissatisfied with the process taken by the school to resolve the grievance, referral to the Senior Leader - Brisbane Catholic Education can be made.