Official Policy Guide

River Valley Charter School
Complaint Process

This guide will help you determine the correct next step in filing a complaint and help you prepare your formal written submission.

Based on RVCS Complaint Policy (Revised May 2015) — complaints should be resolved as close to their source as possible.
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Before You Begin

Let's gather some basic information and find the right path

The RVCS Complaint Policy requires all complaints be resolved as close to their source as possible. You must attempt direct resolution before escalating. This guide walks you through each required step and builds your formal submission along the way.

✏️ We'll collect details as you go to draft your formal written complaint. Start by telling us about yourself.

What is the nature of your complaint?

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Important: Employment-Related Complaints

Please read before proceeding

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The School Director holds primary responsibility for the oversight and management of all school staff. The Board of Trustees does not directly manage hiring, firing, or day-to-day employment (except for the Director). The Complaint Committee may refer employment issues back to the Director.

Would you like to continue with the standard complaint process, keeping this in mind?

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Step One: Direct Contact

The first required step in the complaint process

Policy requirement: You must first contact those directly involved. For student concerns, begin by speaking with the head teacher. Communicate the complaint clearly and identify actions that could lead to resolution.

Have you already spoken directly with the person involved (e.g., the head teacher or the individual responsible for the issue)?

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Action Required: Contact Directly

You must complete this step first

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You cannot skip Step One. The policy requires direct communication before escalating. The Complaint Committee will not review a case unless Steps One and Two are documented.
  • For student/classroom concerns — speak with the head teacher.
  • Communicate your complaint as clearly as possible.
  • Identify specific actions that would resolve the issue.
  • Work cooperatively toward a resolution.
  • Keep written notes of all conversations and dates.
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Once you have completed Step One, return here to continue and record what happened.
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Step One: Record the Details

This will be included in your formal submission

✏️ Record the details of your direct conversation. Your formal written complaint must document this step clearly.

Briefly describe the complaint you raised and what was said.
What was agreed, promised, or left unresolved?

Was your complaint resolved through this direct contact?

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Step Two: School Director

Escalating to the Director of RVCS

Policy requirement: Speak with the Director of River Valley Charter School and develop a plan to resolve the issue. Allow the Director reasonable time to bring a solution to bear before escalating further.

Have you already spoken with the School Director about this complaint?

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Action Required: Contact the Director

Complete Step Two before proceeding

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You must speak with the School Director before contacting the Board. The Complaint Committee requires documented evidence that Steps One and Two were completed.
  • Contact the Director to schedule a meeting.
  • Explain the complaint and describe your Step One efforts.
  • Work together to develop a resolution plan.
  • Allow reasonable time for the plan to be implemented.
  • Document all meetings, dates, and agreed actions in writing.
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Step Two: Record the Details

This will be included in your formal submission

✏️ Record the details of your meeting with the Director. Your formal written complaint must document this step.

What did the Director agree to do or put in place?
What happened — or failed to happen — after your Director meeting(s)?

Has the Director resolved your complaint?

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Step Three: Formal Written Submission

Notifying the Chair of the Board of Trustees

Policy requirement: Notify the Chair of the Board of Trustees with a formal written report. Your report must clearly document your Step One and Step Two efforts. All named parties will receive a copy.

✏️ Complete the fields below — we'll generate your ready-to-send complaint email from your answers.

Describe the specific issue clearly and factually. Include relevant dates, people involved, and key events.
What specific outcome would resolve this complaint to your satisfaction?
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Step Four: Complaint Committee Review

The Board's Complaint Committee will review your case

The Complaint Committee (Board Trustees including at least one officer) will review your written report. They provide an initial response within 10 days and aim to issue a final report within 30 days.
  • The Committee may return your complaint to the Director level if more can be done there.
  • If Steps One and Two are exhausted, the Committee will schedule meetings with all parties.
  • Meetings aim to gather information, identify points of conflict, and find solutions.
  • The Committee may schedule a joint mediation meeting, or issue its own conclusions.
  • A formal written response will be issued at the conclusion of the process.
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Initial response: within 10 days  |  Final report: within ~30 days (each case varies).
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Returned to Earlier Step

The Committee needs more done at the Director level

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The Complaint Committee has determined that more effort can reasonably be made at the staff or Director level. Your complaint has been returned for further attempts.
  • Follow the Committee's specific guidance on what additional steps to take.
  • Re-engage with the Director and document all new efforts.
  • If still unresolved, re-submit your written report with updated documentation.
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Step Five: Board Report & Final Decision

The final stage of the internal process

After issuing its final report, the Complaint Committee presents an executive summary to the full Board of Trustees. The Board may vote on any policy or action items arising from the Committee's conclusions.

Are you satisfied with the outcome of the Complaint Committee's process?

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External Escalation: Commissioner of Education

Beyond the school's internal process

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If the Complaint Committee has not adequately addressed your complaint, you have the right to submit it in writing to the Commissioner of Education.
  • Submit your complaint in writing to the Massachusetts Commissioner of Education.
  • Include all documentation from the internal process (Steps 1–5).
  • Reference M.G.L. c. 71 section 89 and 603 CMR 1.00.
  • You may request copies of these laws from River Valley Charter School.
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Contact River Valley Charter School to request a copy of the relevant Massachusetts Charter School laws to include in your external submission.
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Complaint Resolved

We're glad your complaint has been resolved. The RVCS Complaint Policy is designed to find solutions that work for the whole school community. No further action is needed.