Complaints Procedure

 

Complaints Procedure
 

Code Club aims to address all concerns raised by its services, in the most efficient way possible, whilst viewing complaints as an opportunity to learn and improve for the future.

Our policy ensures that a fair complaints procedure is provided, and clearly accessible to anyone for use. We anticipate most concerns will be resolved shortly after being received, and will provide a satisfactory conclusion for those involved.

 

How to Place a Complaint

  1. Any parent that is uncomfortable with Code Club’s after school program, can proceed to speak with the teachers or volunteers at the program, or an after-school club manager.

  2. If this outcome is unsatisfactory or inefficient for the parties involved, parents may proceed to providing the school with a formal complaint in writing.
    Most concerns should be resolved by this stage.

  3. If parents are still unsatisfied with the proposed solution from the previous stage, parents can request a meeting with the school board and after school Code Club manager. A written record of the agreement will be made. All parties present will sign the record and receive a copy.
    The signed record will signify that the procedure has been concluded, and all parties are satisfied with the proposed outcome.

  4. If the stage 3 meeting between the two parties does not reach an agreement, an external mediator will help in settling the concern. The mediator should be accepted by both parties, and should offer advice in solving the situation. The mediator does not have any legal powers, but can review and attempt to resolve the concern between two parties. To keep all details confidential, the mediator must agree upon a signing a record of any meetings that are held, and any advice they give.

  5. When the mediator has concluded, a meeting will be held in place to decide the best action to take upon the concern raised. If agreed upon, both parties sign a record of the meeting, and are provided with a copy.

 

Confidentiality

All information concerning any complaints, will be dealt with privately, and will reach concerned, and relevant parties only.