Conflict and complaint management

Effective conflict and complaints management is crucial for a positive school environment. The introduction of clear and binding rules is intended to ensure that complaints are dealt with constructively and professionally and should be seen as the basis for improved cooperation.

We take all complaints that are well-founded and factual seriously. Anonymous complaints are not processed. Complaints are always initially handled between the persons directly involved with mutual respect and in an effort to reach an amicable solution.

1. The first step is to check what the problem is and against whom the complaint is directed. The complainant can then turn to the right contact person.
2. If the direct discussion between the two parties has not resulted in a satisfactory solution, it is important to contact the next instance with your concerns. This person first receives the complaint and any written evidence and asks about wishes or possible, satisfactory solutions for the future.
3. A discussion is then held with the "accused" without the complainant. In this meeting, the "accused" is confronted with the complaint and the complainant's wishes. He can then present his view of the situation and name possible, satisfactory solutions.
4. The jointly developed solution is communicated to the complainant. In addition, if requested by the parties, a joint discussion will be moderated.
5. The resolutions reached are documented and, if necessary, reviewed after an agreed period of time.