PROCEDURE FOR ACCEPTING AND WORKING WITH COMPLAINTS AND SIGNALS
The procedure aims to regulate the order and the manner of accepting and registering complaints/signals, conducting an inspection, finding out whether there are violations of the legislation and of the School Regulation Plan, taking measures in the case of proving the existence of such and responding to the person who has submitted the complaint or the signal. The current procedure regulates the responsibilities of Saint George School and Preschool employees who are in charge of accepting, registering and checking a submitted complaint, and responding to the person who has submitted the complaint or the signal.
The current procedure covers complaints and signal for violation of the legislation of the Republic of Bulgaria, of the Charter of Human Rights and of Saint George School and Preschool Regulation Plan, submitted to the school according to the provisions of art. 29 of the Administrative Procedure Code.
Legislation in place:
- Law for Preschool and School Education
- Child Protection Law
- Administrative Procedure Code
- Law for Access to Public Information
- Law for Protection of Personal Data
- Order of the Council of Minister for the Administrative Service
- School Regulation Plan
- Head of stage
- Head of School
- Committee for signals and complaints
- CEO of the company
- The complaints and the signals may be submitted:
- At St. George School
- Via e-mail
- Via telephone
- Via mail
2. To submit a complaint St. George School and Preschool parents need to contact the reception desk at +359 2 4144 414 and
mobile 0885 689, 971, within the working hours, and at the e-mail address provided on St. George School webpage
firstname.lastname@example.org. Anonymous signals shall not be checked.
3. When accepting a complaint which is submitted on the phone or via e-mail the respective employee fills in a protocol for accepting a verbally submitted complaint or a complaint form and registers the complaint.
4. The reception desk officer who has received the signal is obliged to put the signal in writing, entering the following information:
- The phone number from which the signal has been received;
- The time when the signal has been received;
- The name of the parent who has submitted the signal;
- As detailed as possible information about the violation;
5. After putting in writing, the reception desk officer immediately directs the signal to the respective official and if the signal has been received via e-mail during non-working days, the reception desk officer directs the signal on the first working day after the signal has been received.
6. If the signal is about a violation, which necessitates urgent and/or immediate actions, the reception desk officer who has accepted the signal reports verbally to the Head of Stage and/or to the respective Head of School and puts the signal in writing afterwards.
II. Registering and directing written complaints and signals.
- All complaints and signal received at the school are subject to registration:
- Complaints and registrations submitted verbally;
- Complaints and signals submitted in writing;
- The registration of complaints and signals is done by an employee of the administrative department, by entering the complaint or the signal in the Incoming Correspondence Register. Upon entering in the Register, the complaint is given an entry number which contains the year and the date of registration. These steps being performed, an official file is created.
- The registered signals or complaints are submitted to the following persons in charge:
- Head of Stage;
- In case of circumstances demanding taking a decision at the next management level – to the respective Head of School;
- In case of circumstances demanding taking a decision at a higher school management level, the Principal himself carries out the control on the inspection, and if needed, refers, the result from the inspection to the CEO of the company;
- In case of circumstances demanding taking a decision at the highest school management level, the Committee for signals and complaints;
- In case of a decision unsatisfactory for the complainant by the Committee for signals and complaints, the complainant refers to the CEO of the company;
The relevant person in charge makes a resolution of the incoming documents. The resolution should also contain information about the deadline for the inspection of the situation, the date of resolution, as well as instructions if needed. The deadline for execution, which has been defined with the resolution derives from a normative act and should be in accordance with the APC.
- The resolved documents should be sent back to the administrative department. The head of administration enters the following information in the Incoming Register: the school officials responsible for the execution of the procedure, the deadline for making the check-up, as well as other information according to the resolution. After this information has been entered, the head of administration makes copies of the documents and hands them in for information and execution to the employees appointed in the resolution.
- If the manager in charge states in the resolution that the file on the complaint/the signal should be officially forwarded to another administration for competent execution, the head of administration sends the documents together with a cover letter to the respective authority within seven days. A copy of the cover letter should be provided for the person who has submitted the complaint/signal for information.
- Complaints or signals shall not be forwarded for a competent resolution if the entry document states that the issue has been directed to the respective competent authority.
- Resubmitted signals and complaints on an issue which has already been resolved shall not be reviewed, unless they refer to the execution of the resolution or if they are based on new facts or circumstances. The signal and the complaints which are not reviewed are returned to the complainant with the reasons stated.
III. Inspection on a registered complaint.
- The inspection on a submitted complaint/signal should be carried out within the shortest term possible but no later than 7 /seven/ working days after the registration.
- The manager/person in charge to whom the complaint/signal is directed, prepares the inspection and suggests to their line manager a date for its execution. The preparation includes:
- Becoming acquainted with the information available regarding the circumstances stated in the complaint – offender, other persons and factors involved.
- Contacting the complainant for clarification of additional circumstances.
- Examining the case(s) relating to the signal/complaint, in which conversations are held with all directly and indirectly related staff and children/students, and their stories are reflected in a report and a statement of findings report.
- The deadline for carrying out the inspection is suggested by the line manager and in case an urgent and/or immediate inspection is needed, the line manager makes a motivated suggestion to the Principal or to the respective person/s in charge.
- The inspection is carried out according to the requirements of the regulatory framework and of St. George International School Regulation Plan. The findings protocol on the inspection should obligatory contain the following information about what has been found regarding the complaint/signal circumstances and if needed legally motivated recommendations for eliminating the violations made.
- Inspections shall not be carried out in a conflict situation or in case there is pressure applied by any of the parties. St. George School Applies the International Staff Code of Conduct and encourages the atmosphere of mutual understanding and support among the school community.
IV. Response to registered complaints and signals.
- Within 3 /three/ working days after the inspection on the registered complaint/signal is carried out, the manager who has carried out the inspection prepares a response to the complainant. The response should be coordinated with the line manager who has assigned the task for carrying out the inspection.
- The response should contain information about:
- when the inspection has been carried out;
- what is found out during the inspection;
- is the complaint/signal legitimate;
- what recommendations have been made if a violation is found out;
- have an administrative punishment been enforced;
- The Principal, the complaints committee or the CEO respectively, approves and signs the responses to the written complaints and signals, and the latter are recorded in the respective register. The entire file of the closed complaint case is transferred for storage to the administrative department.
- The response is sent to the complainant(s) on the next day after the response is signed but no later than the legally defined term.
- The files on of the closed complained cases during the year are stored by the administrative department.
VI. Responsibilities of the officials.
- The heads of stage and the heads of school are in charge of the matters dealing with complaints and signals submitted to St. George International School. The heads of stage and the heads of school:
- organize and execute the procedure for working with complaints and signals for each particular case, and inform the respective management level for any infringement.
- in respect to a competent intervention, are allowed to assign the inspection on the complaint/signal to a certain teacher or to the school counselor.
- are in charge for the timely (within the terms defined) sending of the response to the complainant.
- The heads of stage and the heads of school for the respective stage are in charge of taking successive actions on removing the violation. The actions include:
- Produce a project for eliminating the violations stated in the complaint/signal.
- Carry out the follow-up control until the violation is eliminated.
- Put together all original documents on the complaint and transfer the file for storage in the administrative department after the case is closed.
- St. George School reception desk officers are in charge of accepting, putting in writing and handing the complaints/signals in to the respective management level of the school.
- The current procedure is affirmed with Order № 705/14.09.2017 г. of the Principal of St. George International School and takes effect from the date of its validation.
An integral part of this procedure are:
Appendix 1 – A protocol for accepting verbal complaints and signals
Appendix 2 – A statement of findings report