1. Purpose The main purpose is to make sure that every parent, guardian, and student feel heard and supported. This procedure ensures them that they have a clear, transparent, and fair process to raise concerns or complaints. It reflects the values of the IB Learner Profile, the IB Mission, and our school’s commitment to open communication, respect, and continuous improvement.
2. Scope This procedure is for: • All students enrolled in the IB programmes of Tehran International School. • Parents and/or legal guardians of enrolled students. • Any concerns related to teaching, learning, assessment, students’ wellbeing, and school operations as they affect the IB learning community.
3. Guiding Principles Our approach is guided by the following values: • Respect and confidentiality: All concerns will be taken seriously and handled with fairness and discretion. • Transparency: The process and outcomes are communicated clearly to all parties. • Timelines: Complaints are addressed within reasonable and defined timeframes. • Right to be heard: Students and parents/legal guardians may present their perspective without fear of retaliation. • Documentation: Records of complaints and resolutions are maintained and reviewed for school improvement.
4. Procedure Step 1: Informal Resolution (Talk It Through) Most concerns can be solved quickly through open conversation. We encourage parents and students to first speak directly with the teacher, staff member, or administrator involved. If the matter is not resolved, the complainant may proceed to Step 2.
Step 2: Formal Written Complaint A formal complaint must be submitted in writing (via email or a letter) to the IB Programme Coordinator. The written complaint should include: • What the concern is about • Any relevant details or evidence • The desired outcome or resolution
Step 3: Investigation and Response The coordinator will: • Confirm receipt of the complaint within 3 working days. • Investigate the matter by meeting with all relevant parties. • Provide a response and suggested resolution within 10 days.
Step 4: Appeal If the complainant is not satisfied, they may submit an appeal in writing to the Head of School (Principal). The Head will review the process, meet with the complainant if necessary, and provide a final decision. In some cases, the Head refers the complaint to the IB coordinator, and relevant administrative staff.
Step 5: External Referral If the complaint concerns compliance with the standards and practices of the IB itself and remains unresolved at the school level, the complainant may contact the IB Organization directly following IB protocols.
5. Record Keeping and Review All complaints and their resolutions will be documented and stored securely by the IB coordinator. Annual reviews of complaints will be conducted to identify patterns, ensure fairness, and guide school improvement.
