Complaint Procedure Policy

Last Revision: July 2026

Next Revision: May 2027

1.  RATIONALE & PURPOSE

This policy is designed to ensure that concerns are resolved at the earliest possible stage and through direct communication with the appropriate staff arising specifically in relation to complaints about IB programme decisions made by the school.

This policy is designed to ensure that every student and parent has the right to appeal and submit complaints through direct communication with the appropriate staff at Amman Academy.

2. REGULATORY & STANDARDS REFERENCE

3. SCOPE

Applies to: all students and parents of Amman Academy raising concerns or formal complaints relating to IB programme decisions, courses, course placement, subject teaching, IB content, and IB assessment. Includes appeals at the PYP, MYP, and DP programme levels and DP/MYP World Exam appeals routed via the IB Organization.

Does not apply to: matters where established requirements or existing policies and processes of appeal are already in place, including the Inclusion Policy, the Assessment Policy, the Academic Integrity Policy, and other school policies that contain their own resolution mechanisms.

4. DEFINITIONS

• Concern: An expression of worry or doubt over an issue considered to be important for which reassurances are sought.
• Formal Complaint: A formal written complaint, escalated when a concern cannot be resolved informally through direct communication with the relevant staff.
• Appeal: A request for review of a programme-level or examination decision, distinct from a complaint about staff conduct or general school operations.
• World Exam Appeal: An appeal on formal DP/MYP examination results assessed externally by the IB Organization, made under the IB’s appeal mechanism for the four areas of decision-making during an examination session.

5. POLICY STATEMENTS

5.1   Core Principle:  Concerns are best resolved at the earliest possible stage through direct communication with the appropriate staff. Formal complaints will be treated seriously, handled with confidentiality, and documented in writing throughout. The right to appeal IB programme decisions and externally assessed results is preserved.

• All concerns and complaints will be treated seriously and handled with confidentiality.
• Written records will be maintained for all complaints, noting whether they are resolved at an early stage or proceed to further steps.
• All correspondence, statements, and records relating to complaints will be kept confidential unless requested by a judicial authority.

5.2   Requirement:  The following requirements apply to addressing concerns, formal complaints, and appeals:

5.2.1   Concerns vs Complaints:  It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, by contacting respective school principals without the need for the formal complaints procedure to be invoked.

• A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
• A formal complaint may be defined as ‘an issue that has not been resolved through informal discussion and is escalated in writing through the formal complaint procedure described in 5.2.3’.

5.2.2   Procedure to Address Concerns:  Anyone with a concern is encouraged to discuss the matter with the staff involved as soon as possible to encourage resolution.

• A concern related to subject teaching such as IB content or assessment should be first discussed with the subject teacher.
• A concern with course placement or assignment should be discussed with the relevant programme Coordinator (e.g., PYP Coordinator, MYP Coordinator, DP Coordinator).
• A concern with courses or subjects offered by the school should be discussed with the programme coordinators and primary or secondary principal.

5.2.3   Procedure for a Formal Complaint:  Where a concern cannot be resolved informally, the following formal procedure applies (per source policy):

• Write down (email) your complaint related to the IB programme decision made by the school, giving details of the issue, including details of efforts that have been made to resolve the matter. Include any supporting documentation.
• Address your written complaint to the relevant division Principal. Ask for assistance at the school office if you are unsure how to go about delivering your complaint.
• Complaints will be acknowledged within 48 hours, giving assurance to the complainant that the issue will be investigated.
• When a formal written complaint is received, the Principal will discuss the matter with you before deciding what further action should be taken. You may have a support person with you when you discuss the complaint.
• Your complaint will be treated in confidence and investigated. However, in the interests of resolving the complaint, other personnel such as Programme Coordinators or Teachers may be involved.
• The Principal will decide what steps will be taken as a result of the investigation including communicating with the IB for further clarification and will ensure that a record of the process is kept.
• You will be informed of the outcome of the investigation after investigations take place.
• If you are dissatisfied with the outcome of the complaint, or the above steps involve the Principal, you may write to the Head of School for a review of the complaint. If the above steps involve the Head of School, the matter is escalated to the school Board.

5.2.4   Procedure for Appeals:  

IB PYP:

As PYP assessment practices at the Amman Academy are not based on grading but on levels of achievement, the scope for appeals does not occur. However, students and parents are welcome to discuss concerns with their teacher and PYP Coordinator at any time.

IB MYP:

Students’ appeals are generally associated with assessments and subject grades. The MYP requires all subject teachers to use standardization of assessment that ensures fair and transparent grading processes. Where a student or parent disputes a grade, the matter should first be discussed with the subject teacher, then escalated to the MYP Coordinator if needed.

IB DP:

DP summative assessments may carry the potential for a retake in cases where a student wishes to appeal the results. The opportunity for retakes is at the discretion of the student/parent and/or school in consultation with the DP Coordinator.

5.2.5   DP/MYP World Exam Appeals:  For appeals on formal DP/MYP examination results (those assessed externally by the IB), the IB Organization accepts appeals in relation to four areas of decision-making during an examination session. Such appeals are managed via the IB’s process and are not adjudicated by the school.

5.3   Compliance and Records:  All concerns, complaints, investigations, and outcomes will be documented and stored confidentially (per source policy 5.1). Failure by staff to acknowledge a formal complaint within 48 hours, or to follow the procedure above, may be addressed through the school’s HR processes.

6. ROLES & RESPONSIBILITIES

7. EXCEPTIONS & WAIVERS

Authority to grant exceptions:  Head of School, where the standard escalation path is unsuitable (e.g., the matter involves the Principal, or a procedural extension is needed for legitimate reasons such as judicial proceedings).

Process:  Written request to the Head of School with rationale. Decision documented in writing and added to the complaint record.

Documentation:  All exceptions logged in the complaint register maintained by the relevant Principal.

8. RELATED DOCUMENTS

• Refer to the Inclusion Policy (excluded from the scope of this policy; has its own appeal procedures).
• Refer to Assessment Policy (excluded from the scope of this policy; has its own appeal procedures).
• Refer to Academic Integrity Policy (excluded from the scope of this policy; has its own appeal procedures).
• Refer to the Amman Academy Parent-Student Handbook (per source policy: this document is attached to the Staff Policies and Parent-Student handbook).
• Refer to the Amman Academy Staff Policies (per source policy: this document is attached to the Staff Policies).
• Refer to the IB Organization appeal mechanism for DP/MYP World Exam results.
• Refer to the school’s complaint register and confidentiality records system.

9. DOCUMENT CONTROL & HISTORY