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There was submitted a report by the Joint Secretary (Teachers’ Side) relative to the complaints procedure.
The report intimated that as a result of an ongoing issue in relation to a Renfrewshire teacher, two Education Managers had stated that parents were free to make as many complaints as they wished on the same issue, even after the investigation had shown the complaints to be completely unfounded. This amounted to Renfrewshire Council refusing to recognise that a sequence of complaints from the same complainer on the same issue could be malicious and vexatious.
The Assistant Director - Schools confirmed that parents/carers had the right to make a complaint and advised of the procedure that should be followed in terms of the complaint. Following the final decision, a complaint from a parent on the same matter should not be accepted and if required the Council’s policy for unacceptable behaviour for customers should be followed. The Joint Secretary (Teacher’s Side) also advised that there was an EIS policy in relation to malicious and vexatious behaviour. It was agreed that a copy of the Council’s policy be provided to the teachers’ side and that a copy of the EIS policy be provided to the management side.
The Head of Early Years and Inclusion advised that within the Council there was currently a review of the complaints procedure. It was agreed that it would be raised with the complaints review group whether there was value in the creation of a specific procedure for schools.
DECIDED:
(a) That the update from the Assistant Director - Schools be noted;
(b) That it be agreed that a copy of the Council’s policy for unacceptable behaviour for customer be provided to the teachers’ side;
(c) That it be agreed that a copy of the EIS policy be provided to the management side; and
(d) That the potential for a specific policy in relation to schools be discussed with the Council’s complaints review group.