Formal Procedure

If the Parent/Guardian is not satisfied after the informal procedure listed above, they have the right to file a formal complaint/grievance. The following procedure is the mechanism provided to do so.

 

All parents/guardians are informed at the time of student admission that they have a right and formal method for formally filing a complaint or grievance. This information is presented verbally and is also written in the Parent/Guardian Handbook.

 

Step 1:

The Parent/Guardian will submit a written complaint/grievance to the Program Manager/Director. The document will state the name of the student, staff (if this is a staff issue), and date and time of the incident that led to the grievance. The Parent/Guardian will also outline the specifics of what happened which gave the Parent/Guardian cause for concern and will also list the informal steps taken before pursuing the formal procedure.

 

The Program Manager/Director, or designee, will meet, or have a phone conversation with the Parent/Guardian within 5 working days of receiving the written complaint. The Program Manager/Director, or designee, will communicate a response in writing to the complaint within 5 working days of the meeting or conversation.

 

Step 2:

If the complaint is not satisfied at Step 1, the Parent/Guardian may send a copy of the original complaint, along with the response from the Program Manager/Director, to the Executive Vice President, requesting that the matter be further investigated. The Vice President, or designee, will meet, or have a phone conversation, with the Parent/Guardian within 10 working days of receiving the written complaint. The Vice President, or designee, will communicate a response in writing to the Parent/Guardian within 10 working days of the conference.

 

Step 3:

If the complaint is not satisfied at Step 2, the Parent/Guardian may send a copy of the original complaint and the response from both the Program Manager/Director and the Executive Vice President, to the President/CEO requesting that the matter be further investigated. The President/CEO, or designee, will meet, or have a phone conversation with the Parent/Guardian within 10 working days of receiving the written request.

The President/CEO, or designee, will communicate a response in writing to the Parent/Guardian within 10 working days of the conference.

 

Step 4:

If the complaint is not satisfied at Step 3, the Parent/Guardian may send a copy of the original complaint, along with the responses from the Program Manager/Director, Executive Vice President, and President/CEO, to the Department of Early Education and Care (DEEC).