Parent and Student Complaints Procedure

The Aim of the Procedure

This procedure is designed to provide the school community with the opportunity to voice a complaint or concern regarding the school or the services that IELEV offers.

This procedure clearly prohibits investigating anonymous concerns or complaints, unless there are extraordinary circumstances.

Concerns or complaints should be voiced to the school's attention as soon as possible to allow for a thorough inquiry. In general, a complaint that is made more than three months after the alleged incident won't be considered. Our school community members have their rights to proceed with their appeals against IB programme decisions taken by school. This document aims to guide school community to follow certain steps to communicate their concerns.

Stages of the Procedure

First Stage

There are student affairs and parent communication offices in our school. In part of their duties, these offices are related to conveying concerns and complaints from parents or students to the relevant people and providing support in the process of reaching a solution.

Direct communication with the relevant staff member is usually preferred. This can be done through email, phone, or in person with an appointment that is requested via the offices stated above. It is anticipated that most complaints will be handled at this first stage because many issues may be easily clarified or addressed with the availability of information.

If there are any major issues, it may be best to speak with the school's head directly (or to the Principal, if the complaint is about the organisation of the institution or MoNE requirements).

If our students have complaints, our IB coordinator either fixes their problems or guides them to the school director for administrative solutions. When it comes to diploma programme, students are given their candidate accounts to proceed on MyIB’s candidate website. Students are informed on how to use the website.

Please ask the offices stated above for guidance if you are unsure of who to contact.

Second Stage

If your concern or complaint is not addressed in the first stage, you have the option of writing an official email and submitting it to the head of the school, who will be in charge of seeing that an appropriate investigation is conducted. Your complaint should be directed to the principal if it concerns the organization of the institution or MoNE-related issues.

Include any information that can help the inquiry in your email, such as the names of prospective witnesses, the dates and times of the incidents, and copies of any pertinent documents. It is crucial that you offer a concise description of the steps you want the school to take to address your concern. Without this, moving forward is considerably more challenging.

You might receive an invitation from the head of the school (or principal) to a meeting where you can express your concerns and look into the potential of an informal resolution. If you accept that offer, you are welcome to bring a company along to help you convey the specifics of your worries.

It's conceivable that the head of the school will hear your concern and find a solution (or principal). If not, plans will be made for a thorough investigation of the situation utilizing the proper protocol. In any instance, you should be informed in writing of the school's plans within five days of the school receiving your official complaint. The projected time frame should be included in this communication.

Any inquiry will start as soon as feasible, and once it is finished, you will receive a written report of its findings.

You have the option to ask the Board of Advisors (one representative from each stakeholder; a member of parents council, a member of students council, a member of the teachers' council and a member of the pedagogical leadership team) to examine the procedure used by the school to handle the complaint if you are dissatisfied with how the process has been handled. Within 10 school days after learning the decision, any such request must be made in writing to the secretary to the Head of the School, and it must contain a statement outlining any apparent procedural violations. We'll adhere to the process outlined below.

Students requests appointment from the director of the school and proceed with their demands either directly or via student council representatives. Student council regularly meets school administration. On condition that their concerns are directly relevant to IBO, they can directly deliver their complaints and concerns on their IBO candidate accounts where they are informed about the procedures as well or email

Review Stage

A panel of all members of the Board of Advisors will assess any procedure used by the institution. Typically, this happens within 10 school days of receiving your request.

Normally, the review will be performed by taking into account written comments, although reasonable requests to make oral arguments should be compassionately regarded.