Making the difference – involving parents better in schools
Question 22
Do you agree with the proposal to require education authorities to establish complaints procedures in relation to the way they exercise their functions under the Bill?
"1”, “Yes"
"2”, “N/A"
"3”, “Already in place
under existing regulations"
"4”, “"
"5”, “"
"6”, “Absolutely"
"7”, “We feel complaints
procedures are required"
"8”, “Yes"
"9”, “Yes"
"10”, “Yes"
"11”, “Local education
authorities already have an effective complaints procedure.
There seems no reason to make any changes."
"12”, “"
"13”, “Yes"
"14”, “Yes, there should
be a complaints procedure under the new Bill."
"15”, “Yes, also
complaints procedure for School Board/Forum"
"16”, “Yes -I agree that
education authorities should have complaints procedures"
"17”, “No - I do not agree
that there should be a separate complaints procedure set up for
this"
"18”, “The complaints
procedure should be part of an Education Service/Authority
existing complaints procedure"
"19”, “Yes - our local
authority already has this in place and we feel that this has
nothing to do with this Bill"
"20”, “Yes - a complaints
system particular to School Boards or the new forums would be a
positive step"
"21”, “Yes - but they
should be accountable to an independent body - e.g.
ombudsman"
"22”, “As currently
stands"
"23”, “Yes - it should be
provided with school handbook to all parents"
"24”, “"
"25”, “Yes"
"26”, “Yes"
"27”, “Yes"
"28”, “N/A"
"29”, “-"
"30”, “Education
Authorities should already have complaints procedures"
"31”, “"
"32”, “N/A - already in
place."
"33”, “We are satisfied
with the current complaints procedure"
"34”, “I do not agree with
the Bill anyway"
"35”, “Cannot answer"
"36”, “Current system of
School Board is suitable"
"37”, “Yes"
"38”, “The current
procedure seems to work here."
"39”, “"
"40”, “Yes"
"41”, “Absolutely"
"42”, “"
"43”, “Yes"
"44”, “Yes"
"45”, “Yes"
"46”, “No"
"47”, “Yes but they should
have ombudsman rather than handling complaints themselves."
"48”, “Yes - procedures
should be placed in school handbooks"
"49”, “"
"50”, “"
"51”, “Complaints
procedures currently in place that can be used - why duplicate
this?"
"52”, “Yes - it is
preferable to concentrate resources on promoting a constructive,
forward looking partnership developing solutions rather than
tying managers up dealing with complaints. However, knowing
there is recourse to an independent complaints/appeal procedure
in the event matters cannot be satisfactorily resolved is
welcome."
"53”, “"
"54”, “"
"55”, “Did not think that
what was in place now was unacceptable."
"56”, “No"
"57”, “If the Bill doesn't
happen the complaints process is not needed."
"58”, “Yes"
"59”, “"
"60”, “Yes"
"61”, “A consistent
approach of current best practice should be introduced across all
authorities"
"62”, “"
"63”, “I agree"
"64”, “Yes"
"65”, “"
"66”, “"
"67”, “Yes"
"68”, “Yes"
"69”, “Yes - but remember
we do not think the bill is necessary"
"70”, “Yes"
"71”, “"
"72”, “"
"73”, “"
"74”, “Yes - only way to
measure performance."
"75”, “A complaints
procedure already exists at authority level should it need to be
implemented."
"76”, “Ye"
"77”, “We already have
this operation in place"
"78”, “Already exists in
present Act"
"79”, “Yes"
"80”, “No - current
procedures seems to be quite satisfactory"
"81”, “I do believe that
the authorities should be required to establish a complaints
procedure but that is not to say that I agree with the Bill"
"82”, “"
"83”, “"
"84”, “There are already
complaints procedures"
"85”, “LAs currently have
this procedure in place - is there a need to enshrine it in
legislation"
"86”, “Yes"
"87”, “"
"88”, “Yes"
"89”, “"
"90”, “"
"91”, “There should
already be a complaints procedure."
"92”, “We, as a school
board, representing the views of parents whose children attend
(our) school, are unanimously rejecting the new proposal, and are
against abolishment of the Scottish School Board 1988 Act."
"93”, “Yes"
"94”, “Yes"
"95”, “Yes"
"96”, “"
"97”, “Yes, if they
provide framework there must also be assessment & complaints
procedures."
"98”, “Yes"
"99”, “Not
applicable"
"100”, “Yes"
"101”, “Blank."
"102”, “Education
Authorities should not be allowed to set their own complaints
procedures but a national standard should be set and adhered
to."
"103”, “Yes"
"104”, “Yes, in cases of
breakdowns in relations between authority, school & parents.
Example of where an unstructured forum would fall down - proposed
system too woolly."
"105”, “Yes."
"106”, “Blank"
"107”, “Yes."
"108”, “Yes"
"109”, “N / A"
"110”, “We assume there is
a complaints procedure in place and would wish this to
continue."
"111”, “Blank"
"112”, “"
"113”, “Yes"
"114”, “Yes, agree"
"115”, “Yes, this would
maintain everyone's confidence."
"116”, “Surely there is a
complaints procedure in place ? If not, I agree one should
be in place."
"117”, “Yes"
"118”, “Yes"
"119”, “Agree"
"120”, “Yes"
"121”, “Yes"
"122”, “No"
"123”, “Yes"
"124”, “Yes"
"125”, “Yes"
"126”, “Yes"
"127”, “Agree"
"128”, “Blank"
"129”, “If forums go ahead
then this is a must."
"130”, “The existing
system allows adequate ventilation of any complaints via the
school or education authority and no additional powers are seen
to be necessary."
"131”, “Yes"
"132”, “Blank"
"133”, “Blank"
"134”, “Yes"
"135”, “Yes"
"136”, “Blank"
"137”, “Yes"
"138”, “Yes"
"139”, “Yes"
"140”, “Yes"
"141”, “We do agree"
"142”, “We can complain
now."
"143”, “If Bill goes
ahead, yes."
"144”, “Yes"
"145”, “"
"146”, “"
"147”, “N / A as we do not
want forums and want school boards to remain."
"148”, “Yes, should be
accountable."
"149”, “Yes"
"150”, “Yes"
"151”, “N / A"
"152”, “Yes"
"153”, “Yes"
"154”, “I agree"
"155”, “Blank"
"156”, “Yes"
"157”, “Yes"
"158”, “Yes"
"159”, “"
"160”, “N / A"
"161”, “Yes"
"162”, “Yes"
"163”, “Yes"
"164”, “This seems to be
another budget drain which our education authorities can't
afford."
"165”, “Not willing to
answer 'loaded' questions about something unnecessary."
"166”, “"
"167”, “Yes"
"168”, “Yes"
"169”, “Yes"
"170”, “Complaints
procedures already exist and are sufficient."
"171”, “"
"172”, “Yes"
"173”, “Yes, a complaints
procedure must be established as an avenue for forums to take
forward parental concerns brought to them."
"174”, “Yes, EA must
always be answerable to parents."
"175”, “If School Boards
are retained this may not arise."
"176”, “Yes if this new
system comes into being."
"177”, “Don't know. Happy
with status quo."
"178”, “Yes but to an
independent body - not the EA itself."
"179”, “Complaints
procedures are unfortunately always necessary."
"180”, “"
"181”, “"
"182”, “Yes"
"183”, “Yes, there should
be a well established procedure and structure to follow."
"184”, “Complaints
procedure is already set up."
"185”, “"
"186”, “Yes"
"187”, “Yes"
"188”, “If the Bill is
going ahead, then Yes."
"189”, “Yes"
"190”, “Yes"
"191”, “"
"192”, “Any complaints
procedure should be widely disseminated/easily accessible."
"193”, “Thought there was
an existing complaints procedure in place."
"194”, “Yes they need to
be transparent."
"195”, “
Yes"
"196”, “Yes"
"197”, “Yes"
"198”, “Yes as with any
organisation however the last thing needed is more
bureaucracy."
"199”, “Yes"
"200”, “Yes"
"201”, “A complaints
procedure already exists at authority level should it need to be
implemented."
"202”, “Yes"
"203”, “Yes"
"204”, “Yes"
"205”, “Yes"
"206”, “Legislation needs
to be clarified and easy to understand."
"207”, “Blank"
"208”, “Yes"
"209”, “Yes."
"210”, “Yes"
"211”, “Yes"
"212”, “Yes"
"213”, “As in any system,
there should be a recognised channel for complaints. All
complaints should be acknowledged and dealt with promptly."
"214”, “Yes"
"215”, “Yes, agree"
"216”, “No"
"217”, “Yes"
"218”, “No, parents could
be hindering the teaching process."
"219”, “Blank"
"220”, “Blank"
"221”, “Yes"
"222”, “Yes"
"223”, “Yes, but this
alone is not a justification for this bill."
"224”, “"
"225”, “Yes !!"
"226”, “We agree that Ed
Authorities should have a flexible complaints procedure that is
open to everyone."
"227”, “If this goes
ahead, Yes."
"228”, “At the moment any
complaint can be addressed through the school board."
"229”, “N / A"
"230”, “Blank"
"231”, “Blank"
"232”, “"
"233”, “Yes"
"234”, “Yes"
"235”, “The complaints
procedures already in place are adequate."
"236”, “Yes"
"237”, “"
"238”, “Yes"
"239”, “Yes, furthermore
the Bill should strengthen the case for education authorities to
respond within prescriptive timescales to a forums correspondence
or request for meetings, etc."
"240”, “Yes"
"241”, “There is already
an established procedure."
"242”, “Yes"
"243”, “Establishing
complaints procedures good idea however unsure what question is
asking."
"244”, “Yes"
"245”, “Yes. This
should be the case for their complete remit."
"246”, “"
"247”, “"
"248”, “Yes - we
agree"
"249”, “Yes - people need
to know there is a facility to complain."
"250”, “Yes"
"251”, “Yes - the local
authority requires to be accountable for their lack of support
where this exists."
"252”, “"
"253”, “"
"254”, “We think our
existing complaints procedure is satisfactory and provides for
full parental involvement."
"255”, “Yes"
"256”, “Yes"
"257”, “Yes"
"258”, “There are clear
complaints procedures in place. If Bill changes - yes we
should have."
"259”, “Why not part of
general local authority complaints procedure?"
"260”, “Yes"
"261”, “Yes"
"262”, “Yes"
"263”, “Agreed"
"264”, “Yes"
"265”, “Yes"
"266”, “Yes"
"267”, “"
"268”, “"
"269”, “N/A"
"270”, “Already in
place."
"271”, “Yes"
"272”, “We consider that
the current complains procedure is in place."
"273”, “"
"274”, “No this is a prime
example of bureaucracy breeding bureaucracy!"
"275”, “Yes - and it would
be appreciated if these were conducted in straightforward
English."
"276”, “No"
"277”, “Yes there needs to
be a clear complaints process."
"278”, “No - an adequate
complaints procedure already exists. This procedure is
displayed on the school notice board."
"279”, “Yes - but only
where they do not already exist."
"280”, “"
"281”, “"
"282”, “Yes LEA is not
transparent enough."
"283”, “Existing
procedures and policies should be applied."
"284”, “Majority (4)
replied Yes
Minority (1) replied No."
"285”, “"
"286”, “NB It is the view
of (our) school board that these questions are too prescriptive
in nature and do not give an opportunity to address some
fundamental matters raised by the proposed new bill as drafted.
Please see our response in the additional comments box."
"287”, “Blank"
"288”, “Yes - because
should this bill be passed we would anticipate many
complaints."
"289”, “"
"290”, “"
"291”, “We, as a school
board, representing the views of parents whose children attend
(our)Primary School, are unanimously rejecting the new proposal,
and are against abolishment of the Scottish School Board 1988
Act."
"292”, “"
"293”, “"
"294”, “We are not in
favour of taking the draft Bill forward in its present format.
But complaints procedures would be required."
"295”, “It is correct that
a transparent complaints procedure is in place."
"296”, “"
"297”, “Yes."
"298”, “"
"299”, “"
"300”, “"
"301”, “"
"302”, “"
"303”, “"
"304”, “The proposal for a
complaints procedure is welcome in order that areas of conflict
or particular issues can be resolved to the satisfaction of the
individuals involved"
"305”, “"
"306”, “Yes but remember
we do not think the bill is necessary.
"
"307”, “"
"308”, “"
"309”, “"
"310”, “Yes. There
must be a means whereby parents can have the actions of the
Authority called to account."
"311”, “We believe the
current setup of School Boards is effective and should not be
replaced by Parents Forums.
"
"312”, “"
"313”, “"
"314”, “Yes"
"315”, “Yes"
"316”, “A complaints
procedure is already in place with School Boards."
"317”, “Complaints
procedure important. Needs to be transparent."
"318”, “"
"319”, “Yes."
"320”, “There is already a
complaints procedure in place."
"321”, “Yes"
"322”, “Yes"
"323”, “Statutory
complaints procedures are already in place via the education
authorities standing orders."
"324”, “Yes this is fairly
standard in most sectors now."
"325”, “Yes"
"326”, “Yes"
"327”, “Current complaints
procedures should be sufficient, although practice may suggest
otherwise."
"328”, “Believe this is
already in place."
"329”, “We feel
authorities need to be transparent in dealing with a complaints
procedure."
"330”, “Would need more
information in order to form accurate opinion."
"331”, “"
"332”, “There should be a
reasonable expectation that authorities are answerable for the
way that they carry out their duties. Any legal requirement
would have to be 'real' and not only a 'box ticking'
exercise."
"333”, “Yes"
"334”, “Yes"
"335”, “Yes"
"336”, “Yes"
"337”, “Yes"
"338”, “Yes"
"339”, “Yes the
opportunity for complaint is essential."
"340”, “"
"341”, “We are not in
favour of taking the draft Bill forward in its present form, but
complaints procedures would be required."
"342”, “This would not be
'at arms' length and would ultimately undermine the Forum. Is
it important that a complaints procedure is set up? "
"343”, “Local Authorities
have this procedure in place at present. Is there a need to
enshrine it in legislation?"
"344”, “Yes.
Perhaps this is already covered by existing legislation (Section
70), though there is scope for clarifying local procedures
also."
"345”, “YES - we agree
that any action to improve the clarify, responsiveness and
effectiveness of any complains procedure is only to be welcomed.
However - we believe that this approach should be applied to
improving the existing Scottish School Boards system as opposed
to a new parents forum.."
"346”, “Yes."
"347”, “Yes"
"348”, “Seems reasonable,
but again the amount of duplication of effort between authorities
in establishing such procedures should be minimised by the
provision of centrally provided guidance."
"349”, “Yes. This is
already accepted as good practice."
"350”, “As with other
aspects of the consultation document, the requirement for a
specific complaints procedure appears to be addressing the worst
case scenario. Surely it would be better and far more
constructive to integrate the way that an education authority
exercises its responsibilities under the Bill within its
wider’ customer care' policy?"
"351”, “"
"352”, “"
"353”, “"
"354”, “This already
exists."
"355”, “Yes we
agree."
"356”, “"
"357”, “Incorporate into
existing Complaints Procedures."
"358”, “Yes
Additional Question 1: Do you believe there is any need for
repeal of the School Boards (Scotland) Act 1988, or do you think
that parental representation could be modernised by merely
""tweaking"" the Act?
No, it would be preferable to build on what already exists,
perhaps increasing the flexibility of School Boards, rather than
starting from scratch. The proposed legislation appears to
remove the existing powers of School Boards.
Additional Question 2: Do you believe that the Draft Bill will
achieve the stated aim of involving more parents in their
children's learning?
In its current form, no I do not believe the Draft Bill will
achieve this aim. Indeed, the bill does not appear to even
seek to address this aim.
"
"359”, “"
"360”, “Yes. Complaints
and Appeals procedures."
"361”, “Complaints
procedure already in place."
"362”, “YES as presently
exists within School Boards."
"363”, “"
"364”, “"
"365”, “"
"366”, “N / A"
"367”, “"
"368”, “"
"369”, “Yes"
"370”, “This is always
sensible in times of problems."
"371”, “No - we do not
agree with the introduction of the Bill."
"372”, “Yes"
"373”, “N/A"
"374”, “Yes - definite
need, one overall procedure to be followed, not up to individual
forums."
"375”, “Yes but clear
procedures are already in place."
"376”, “All education
authorities have complaints procedures at the moment. If it
works why change."
"377”, “What is wrong with
the system we have?? Is it so bad that we have to have a
complete change to the present system or could it not just be
modernised."
"378”, “Yes"
"379”, “Local authorities
have this procedure in place at present. Is there a need to
enshrine it in legislation."
"380”, “Yes"
"381”, “There already
exists such procedures as to how they function under the present
system and modern parents do not need any sign posts as to where
to direct their complaints."
"382”, “Depends if it has
any effect."
"383”, “Yes there should
be a complaints procedure and an appeals procedure."
"384”, “I agree"
"385”, “Yes"
"386”, “Unfortunately
nowadays everyone wants to know how to complain and I don't
suppose this will be any different. Let's try and attract
some common sense and clear thinking to the procedure
though!"
"387”, “Yes"
"388”, “Yes"
"389”, “Yes"
"390”, “Yes"
"391”, “Yes"
"392”, “Yes"
"393”, “Yes - but surely
we have this."
"394”, “Already in place
(here)."
"395”, “"
"396”, “Already
exists."
"397”, “"
"398”, “No - but there is
a complaints procedure in place so why should their function
change."
"399”, “Yes"
"400”, “The education
authorities would need, and I hope have now - a complaints
procedures policy."
"401”, “Yes"
"402”, “Yes"
"403”, “"
"404”, “It is of course
important for all public bodies to have complaints procedures for
all their functions. If a council already had a properly
established procedure for complaints there is no reason why a
separate procedure should be set up to deal with complaints about
any functions under this Bill once enacted. Indeed, for the
sake of clarity, public understanding and efficiency, it would be
better if councils had one complaints procedure only."
"405”, “Yes. Although
Education Authorities already employ these procedures.
"
"406”, “Yes"
"407”, “Yes."
"408”, “"
"409”, “robust procedures
are already in place under existing arrangements."
"410”, “"
"411”, “"
"412”, “"
"413”, “"
"414”, “Blank"
"415”, “"
"416”, “"
"417”, “"
"418”, “"
"419”, “"
"420”, “"
"421”, “"
"422”, “"
"423”, “No. A complaints
procedure should not replace the current School Boards
legislative responsibilities and rights to be active in the
management of schools."
"424”, “We do not agree
with the proposed abolition of the School Board Scotland Act and
the formation of Parent Forums. However we understand that
the Education Authority is currently obliged by legislation to
respond to parents' requests.
"
"425”, “"
"426”, “Agree that a
Complaints Procedure is necessary and extremely important."
"427”, “yes"
"428”, “As with other
aspects of the consultation document, the requirement for a
specific complaints procedure appears to be addressing the worst
case scenario. Surely it would be better and far more
constructive to integrate the way that an education authority
exercises its responsibilities under the Bill within its wider
'customer care' policy?"
"429”, “The Board does not
agree with the principle of the Bill."
"430”, “Education
Authorities should be required to establish complaint procedures
in relation to their functions under the Bill. Otherwise forums
will receive no feedback upon which they can take action or see
that action has been taken."
"431”, “Yes, certainly.
This would seem to be an important requirement for any
""customer"" -oriented service organisation.
We would also like to see the Scottish Executive take a
high-profile role, as recommended by its own research: in
advertising improved School Boards and any other parent
representative forum that may emerge, and providing appropriate,
targeted information to assist a wide cross-section of parents to
participate as these new bodies settle and mature."
"432”, “Yes"
"433”, “Yes the
opportunity for complaint is essential"
"434”, “Regardless of
whether this relates to their functions under the Bill, education
authorities should have a complaints procedure in place. This
represents good consumer practice."
"435”, “We find the use of
the word proposal strange since there is already a complaints
procedure in place, to the best of our knowledge. This has
always seemed satisfactory.
Any functions that the education authority carries out should
always involve a complaints procedure regarding how they exercise
their role. These are basic human rights.
"
"436”, “Not
applicable."
"437”, “Agreed."
"438”, “The existing
arrangements are generally satisfactory. (Our Region)
already has a complaints procedure."
"439”, “Yes"
"440”, “We agree that
there should be a right to complain and a procedure for handling
complaints. This should include a maximum response
time."
"441”, “Yes"
"442”, “Yes"
"443”, “"
"444”, “"
"445”, “"
"446”, “Yes"
"447”, “Yes"
"448”, “"
"449”, “Already there, no
change NEEDED."
"450”, “Yes"
"451”, “Yes."
"452”, “"
"453”, “Yes"
"454”, “Yes."
"455”, “"
"456”, “"
"457”, “Yes"
"458”, “Yes"
"459”, “Yes"
"460”, “No. This new
Bill and consultation is a waste of valuable time and money that
would be better spent on the education of our children."
"461”, “Yes, procedure to
include response time."
"462”, “Blank"
"463”, “What is the
current complaints procedure ?"
"464”, “Should be
appropriate complaints procedure."
"465”, “Yes"
"466”, “(Our) Council
already have this in place."
"467”, “Yes"
"468”, “No, this should
already be happening under existing legislation."
"469”, “Yes"
"470”, “Yes. Also
procedure for filling parent forums."
"471”, “Yes"
"472”, “There should be an
appropriate complaints procedure."
"473”, “Yes"
"474”, “YES complaints
procedures are essential."
"475”, “Yes."
"476”, “If education
authorities have a duty to promote parental involvement, there
should be processes in place to measure effectiveness and a route
for complaint. (but I would hope that they have complaints
procedures in place already)."
"477”, “Yes, but the
Scottish Executive should provide them."
"478”, “There should
always be complaints procedures set up under any system whether
old or revised."
"479”, “Yes, because
education authorities must be accountable for their actions and
if parents are not happy they must be able to complain."
"480”, “Complaints
procedures should already be in place."
"481”, “Yes."
"482”, “Local educational
authorities should already have a complaints procedure in place ?
They should be able to answer complains re the way they exercise
their function under the bill through their existing complaints
procedures."
"483”, “Yes"
"484”, “Complaints
procedures used properly is a powerful tool to inform continuous
improvement."
"485”, “Blank"