Administrative Procedures

Administrative Procedure 195

Communications Protocol (Inquiry/Concerns/Complaints Communication Sequence)




Effective communication is the heart of public education.  Wild Rose School Division develops and maintains effective communication between itself, the schools, the parents, and the community.  Maintaining the high quality education provided in the Division requires healthy partnerships between home, school and community; partnerships that are founded on trust, credibility, shared vision and responsibility for input and constructive feedback.


Inquiries, concerns or complaints raised by members of the school community shall be dealt with in a responsive, courteous, helpful and problem-solving manner.   Division staff shall respond to issues, concerns or complaints raised by members of the school community and public promptly and professionally with the goal of resolving the issues. 




1.   Issues, concerns or complaints shall first be directed to the person(s) most directly involved or are about (the object of the issue) or the person who has direct responsibility for the situation giving rise to the issue.


2.   If the matter is not resolved, it should be referred the immediate supervisor of the person(s) object of or directly responsible for the situation giving rise to the issue.  It is expected that most issues will be successfully resolved at this level.


3.   If the matter is not resolved at the school or Division department level, the inquiry may be registered (preferably in writing) with the Superintendent or designate, who will initiate a review of the matter within five school days, and will consult fully with all affected parties in reaching a decision. This decision will be conveyed both to the school and the inquirer.


4.   If the inquirer is not satisfied, he/she may appeal to the School Board in writing outlining the facts of the matter, and the previous attempts at resolution.


5.   The sequence of communication for matters that relate to program, classroom instruction or other school related issues shall be: Teacher, Principal, Superintendent, Board, and the Minister of Education


6.   The Board shall hear the matter as provided for in its Board Policy Handbook.


7.   Parents shall be advised of their right to review by the Minister of Education, where appropriate (as outlined by the School Act).


8.   In agreement with Alberta Education, this appeal process shall not be waived, short circuited or circumvented unless clear evidence can be shown by the inquirer that it is in the interests of all parties to do so. Under such circumstances, the Board reserves unto itself its legal right to inquire into any matter at any time.


9.   Division staff shall have the full legal and moral support of the Board when following the appropriate communication protocol process.


10.  Persons exhibiting abusive or harassing behavior towards division staff or students will be subject to the full weight of those actions provided for under the law.



Reviewed:               December, 2011

Next Review by:      December, 2016


Legislative References:


School Act Section 48, 60, 61, 123, 124


Board Policy:


Policy 2 Role of Board

Policy 3 Role of the Trustee

Policy 5 Role of the Board Chair

Policy 11 Delegation

Policy 13 Appeals regarding Student Matters

Policy 14 Hearings on Teacher Transfers


Cross References:


AP 150 Communications

AP 151 Media Relations

AP 152 Relations with Local Government Authorities

AP 160 Trustee Recognition