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Complaints

The Complaints Commissioner recommends that we have an Internal Complaints Procedure

Our policy for handling complaints is set out below.

Procedures for handling complaints and recommendations

If you wish to express concern about an evaluation or another aspect of the work of the Education Standards and Assessment Unit, please complete the form provided by the ESAU office.

How we handle a complaint:

During an evaluation

Write your complaint on the form and discuss the matter with the head of the institution or the principal of the school being evaluated. If the incident occurred during the week of the evaluation, you should do this immediately after the action that gave rise to your concern. The head of institution or principal will seek a resolution by sharing the concern with the lead evaluator.

If you feel your complaint has not been resolved, you and the head of institution or principal should together speak with the lead evaluator about your concern.

If the complaint has still not been resolved then, the lead evaluator will pass this on to the director who will deal with the matter or inform the Chief Officer, should this become necessary.

You will receive a full response within 25 working days.

Outside of an evaluation

If the incident is not related to an evaluation

• Complete the form provided by the ESAU office.
• The director will acknowledge your complaint within five days. You will then receive a full response within 25 working days.

Recommendations

We also welcome suggestions for improvements and will take them seriously as a part of developing and improving our services.

Please be assured that confidentiality will be respected at all times. The information you provide will only be shared with those investigating/resolving the complaint.

Contacts

The addresses and telephone numbers you may need are:

• Director — Education Standards and Assessment Unit
  • P.O. Box 128
  • Government Administration Building
  • Grand Cayman  KY1-9000
  • CAYMAN ISLANDS
  • Telephone: 945-6308
  • Email: esaumailbox@gov.ky
• Chief Officer — Ministry of Education, Training and Employment
  • Government Administration Building
  • Grand Cayman
  • CAYMAN ISLANDS
  • Telephone: 244-2417
  • Email: mary.rodrigues@gov.ky

Last Updated: 2011-09-15